The Parliamentary Digital Service (PDS) recognises the important role that digital tools, including casework management platforms, play in supporting Members and their staff in serving constituents effectively.

Many such tools require integration with Parliamentary IT services, including email and other systems. This integration must be managed carefully to protect Parliamentary and constituent data and maintain the security of Parliamentary systems.

Access is currently available to only a limited number of suppliers, reflecting arrangements that were established to meet operational needs at the time.

As the market for casework management tools has evolved, PDS is actively working to enable secure integration arrangements in a way that supports Member choice and creates a level playing field for suppliers. This includes trialling the technology that would facilitate this integration, as well as developing minimum standards for suppliers in areas such as cyber and information security.

The House Administration keeps its approach under review and is engaging with Members, their staff and suppliers to ensure the appropriate balance between security, functionality and competition.

The Department for Work and Pensions recognises the important role that Members of Parliament play in supporting their constituents and is committed to responding to parliamentary casework enquiries as quickly as possible.

DWP continually monitors performance against its service standards and reviews operational processes to identify opportunities to improve the timeliness and quality of responses to correspondence from Members of Parliament. This includes monitoring volumes of enquiries, operational pressures and factors affecting response times.

The Department recognises that response times to parliamentary casework enquiries have been affected by increased volumes and the complexity of cases requiring detailed investigation. To address this, the Department has deployed additional resources to correspondence teams, prioritised the reduction of backlogs, strengthened performance monitoring, introduced enhanced senior oversight and improved case management processes and continues to monitor performance against the 15-working-day response target and take action to improve timeliness.

The Department aims to respond to complaints and correspondence enquiries within 15 working days or, where a case will take longer than 15 working days to resolve, agree a resolution plan with the customer. This is particularly relevant where cases are complex and require detailed investigation. A resolution plan is a clear outline of how the Department will address and resolve the issues raised. It sets out the actions to be taken, who is responsible, and the expected timescales for completing those actions.

DWP recognises that some enquiries relate to vulnerable claimants, including those experiencing financial hardship. Existing arrangements, including dedicated MP correspondence channels and MP hotlines, enable urgent cases to be escalated and prioritised where there is evidence of immediate need or risk.

No specific assessment has been made of the financial or mental health impacts arising from delays in responding to parliamentary casework enquiries. However, the Department is committed to supporting vulnerable customers and seeks to ensure that claimants continue to have access to the benefits, services, and support to which they are entitled while enquiries are being considered.

The Department continues to review its correspondence handling arrangements to ensure that parliamentary enquiries are dealt with as effectively and efficiently as possible.

The Department for Work and Pensions recognises the important role that Members of Parliament play in supporting their constituents and is committed to responding to parliamentary casework enquiries as quickly as possible.

DWP continually monitors performance against its service standards and reviews operational processes to identify opportunities to improve the timeliness and quality of responses to correspondence from Members of Parliament. This includes monitoring volumes of enquiries, operational pressures and factors affecting response times.

The Department recognises that response times to parliamentary casework enquiries have been affected by increased volumes and the complexity of cases requiring detailed investigation. To address this, the Department has deployed additional resources to correspondence teams, prioritised the reduction of backlogs, strengthened performance monitoring, introduced enhanced senior oversight and improved case management processes and continues to monitor performance against the 15-working-day response target and take action to improve timeliness.

The Department aims to respond to complaints and correspondence enquiries within 15 working days or, where a case will take longer than 15 working days to resolve, agree a resolution plan with the customer. This is particularly relevant where cases are complex and require detailed investigation. A resolution plan is a clear outline of how the Department will address and resolve the issues raised. It sets out the actions to be taken, who is responsible, and the expected timescales for completing those actions.

DWP recognises that some enquiries relate to vulnerable claimants, including those experiencing financial hardship. Existing arrangements, including dedicated MP correspondence channels and MP hotlines, enable urgent cases to be escalated and prioritised where there is evidence of immediate need or risk.

No specific assessment has been made of the financial or mental health impacts arising from delays in responding to parliamentary casework enquiries. However, the Department is committed to supporting vulnerable customers and seeks to ensure that claimants continue to have access to the benefits, services, and support to which they are entitled while enquiries are being considered.

The Department continues to review its correspondence handling arrangements to ensure that parliamentary enquiries are dealt with as effectively and efficiently as possible.

The Department for Work and Pensions recognises the important role that Members of Parliament play in supporting their constituents and is committed to responding to parliamentary casework enquiries as quickly as possible.

DWP continually monitors performance against its service standards and reviews operational processes to identify opportunities to improve the timeliness and quality of responses to correspondence from Members of Parliament. This includes monitoring volumes of enquiries, operational pressures and factors affecting response times.

The Department recognises that response times to parliamentary casework enquiries have been affected by increased volumes and the complexity of cases requiring detailed investigation. To address this, the Department has deployed additional resources to correspondence teams, prioritised the reduction of backlogs, strengthened performance monitoring, introduced enhanced senior oversight and improved case management processes and continues to monitor performance against the 15-working-day response target and take action to improve timeliness.

The Department aims to respond to complaints and correspondence enquiries within 15 working days or, where a case will take longer than 15 working days to resolve, agree a resolution plan with the customer. This is particularly relevant where cases are complex and require detailed investigation. A resolution plan is a clear outline of how the Department will address and resolve the issues raised. It sets out the actions to be taken, who is responsible, and the expected timescales for completing those actions.

DWP recognises that some enquiries relate to vulnerable claimants, including those experiencing financial hardship. Existing arrangements, including dedicated MP correspondence channels and MP hotlines, enable urgent cases to be escalated and prioritised where there is evidence of immediate need or risk.

No specific assessment has been made of the financial or mental health impacts arising from delays in responding to parliamentary casework enquiries. However, the Department is committed to supporting vulnerable customers and seeks to ensure that claimants continue to have access to the benefits, services, and support to which they are entitled while enquiries are being considered.

The Department continues to review its correspondence handling arrangements to ensure that parliamentary enquiries are dealt with as effectively and efficiently as possible.

While not specified in the question, we have linked your query to the Child Maintenance Service (CMS), as you have raised other questions today on this topic.

In 2020–21, DWP, introduced a single-tier complaints model to ensure that the process for raising complaints is simple and consistent for customers, including where contact is received from Members of Parliament on behalf of constituents. This model returned complaints handling back to specialist teams within service delivery, enabling the Department to strengthen capability and improve the quality of complaint responses. It also introduced a single software solution for managing complaints and correspondence across DWP.

To embed consistency, we have implemented a Complaints Quality Standards Framework, supported by quality assurance measures, and aligned to the Cross Government Complaints Standards. Under our service standard, when a customer makes a complaint, whether directly or via an MP, the Department aims to provide a response within 15 working days or advise when they can expect a response, if the matter is complex and will take longer.

MPs and their office staff can contact the CMS via dedicated routes, in writing or by phone. The CMS MP hotline is staffed by Complaint Resolution Managers, who aim to provide an on the call response to enquiries where possible or will arrange a call back in more complex cases.

The CMS is committed to delivering a modern, efficient service that meets the needs of all customers. We are focusing on digital solutions and self-service to provide greater choice and flexibility to its customers. We have Increased use of SMS text and email and simplified letters for clarity. Online service 'My Child Maintenance Case' (MCMC) allows parents to access their case information 24/7. We have Introduced online messaging for certain processes, allowing customers to respond to information requests at their convenience, with plans for further expansion. Promoting self-service frees up resources for complex phone queries and vulnerable customers. Improved call routing ensures more calls go directly to case-owning teams for a faster, more responsive service.

My private office has contacted the hon. Member by email to offer a meeting.

The House Administration actively considers how AI can benefit Members. This consideration has a number of threads:

(1) Exploring the use of AI

Teams across Parliament are working together through Parliament’s AI Working Group to consider how AI may be used in a Parliamentary context (in line with the response provided on 17 October). The intent is to work closely with Members to identify opportunities for the use of AI, including to support their constituency duties. The House Administration will work with Members to assess whether AI is viable for the opportunities that are identified.

(2) Guidance and learning for Members and their staff

AI is increasingly embedded into the services and digital tools we all use. The Parliamentary Digital Service is producing guidance to support Members and staff to use these new technologies safely. This guidance will be considered by the relevant governance bodies in coming weeks.

In addition, resources developed by the House of Commons Library for Members and their staff to learn more about AI are being promoted. PDS and the House of Commons Library have also developed an interactive seminar for Members and their staff to participate in. The first such seminar took place on 19 November as part of the New Parliament Fair and teaches Members what AI is, how to use it safely and how it can be applied to Members’ work.

(3) Learning from other parliaments

Many other parliaments are exploring how AI may support their Members. We have ongoing engagement with them to identify potential uses and learn from others about how AI is being used to support Members in their parliamentary and constituency duties.

All Members will be invited to share ideas for where AI might be useful in supporting them, and the AI Working Group is preparing engagement plans with Members and their staff to assess what might be viable.

The Ministry of Justice Ministerial team conducts engagement with Members on their constituency matters on a routine basis and I would encourage the Member to contact the relevant Minister through the usual channels.

Individual Members of Parliament (MPs) are data controllers and therefore are subject to the Data Protection Act 2018.

For the processing of non-sensitive personal data in relation to casework, Members can usually rely on the implied consent of a constituent.

There are additional protections for processing “special category” data because of its sensitivity. This type of data includes information revealing a person’s racial origin, ethnic origin, health details, sexual orientation, and political and philosophical beliefs.

For MPs, paragraphs 23 and 24 of Schedule 1 of the 2018 Act have two main functions that apply when a constituent has contacted them:

• Paragraph 23 sets out when a Member of Parliament (or someone acting with their authority) can process certain “special category” data about an individual, in the course of the Member’s “functions as a representative” (e.g. constituency casework), without having to establish explicit consent.
• Paragraph 24 allows, but does not require, others (e.g. agencies or organisations) who are contacted by Members to disclose special category personal data to them where this is necessary to help with their functions, without having to obtain the explicit consent of the individual concerned.

Whilst provisions have been made within the Act that recognise the key role Members have in supporting constituents, the legislation also ensures the continued right of an individual over their own data. This will therefore continue to mean that individuals should have the right to decide on whether their data is transferred to a members’ successor following a General Election.

As the House is not responsible for personal data processed by MPs (constituents' data, staff data, etc.) this is not a matter for the Commission. However, the Commission is aware that the issue has been raised by the Chair of the Administration Committee, and the House Administration will continue to raise with others the challenges of dealing with casework data as well as support the processes as far as possible.

The Home Office responded to the hon. Member on 7 February 2023.

Following the closure of the Portcullis House hub, we have now set up a national programme of engagement events enabling MPs and their caseworkers to meet with Home Office officials nearer to their constituencies.

Urgent enquiries, including passport and Ukraine visa applications should be sent to the Urgent inbox mpurgentqueries@homeoffice.gov.uk.

From 11 May 2022, the decision waiting time for applicants applying to enter the UK as the spouse, partner or family member of someone who has British Citizenship or is settled in the UK changed. The applicant should now get a decision within 24 weeks once they attend their appointment at the Visa Application Centre (VAC).

Information on family visa processing times for applications made outside of the UK can be found here:

Visa decision waiting times: applications outside the UK GOV.UK (www.gov.uk)

The multi-response approach is compliant with GDPR guidelines. As is standard practice, MP’s offices are expected to ensure that they only share the information obtained from the Home Office with the relevant constituent to ensure compliance.

The Cabinet Office does not issue guidance to service providers on establishing routes where MPs can raise issues on behalf of constituents. However, MPs are able to raise any issues with government suppliers through existing channels - by writing to the Secretary of State, writing to the Department through MP correspondence, or through Parliamentary questions.

Those dissatisfied with government services can also raise issues directly with the responsible government department. Departments provide details on their complaints procedure on their GOV.UK pages. If, having followed the stages of the complaints procedure the complainant remains dissatisfied, our published guidance recommends that members of the public contact their MP and ask for your complaint to be referred to the Parliamentary and Health Service Ombudsman. The Ombudsman can carry out independent investigations into complaints about government departments, agencies and some public bodies.

The service provided by the Home Office at Portcullis House has received wide praise from Hon. Members who have made enquiries regarding Ukraine.

On 10 May 2022, the Home Office widened the service provided in Portcullis House, to include urgent enquiries about Her Majesty’s Passport Office. The department is currently considering how best to expand the service to cover wider Home Office enquires, given the positive feedback.

Our aim is to conclude applications for an EEA family permit or an EUSS family permit as soon as possible after identity and supporting documents are submitted. More information can be found here; https://www.gov.uk/guidance/visa-decision-waiting-times-applications-outside-the-uk#if-you-want-to-join-family-in-the-uk

A concession was published within guidance on 1 November 2021 EU Settlement Scheme: family and travel permits - GOV.UK (www.gov.uk)

The constituent’s case in question was concluded on 18 November 2021.