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To ask Her Majesty's Government whether (1) SITEL UK, or (2) Teleperformance, provide a call charge service; and if so, whether the fee has changed from £1.37 per minute.
To ask Her Majesty's Government whether (1) SITEL UK, or (2) Teleperformance, provide a call charge service; and if so, whether the fee has changed from £1.37 per minute.
From 5th October 2020 customers applying for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form on www.gov.uk.
Customers calling UKVI from outside the UK will be charged 69p per minute (plus their local network charge).
These charges were reduced by 50% against the previous charges (£1.37 per minute for calls and £5.48 per email enquiry).
The previous charges were reviewed in 2020. As part of that review, operational commercial improvement opportunities were identified, enabling the charges to be reduced.
The supplier of UKVI’s international email and telephony services and in country telephony services changed from Sitel, to Teleperformance during a handover period between 31st March 2021 and 28 April 2021.
To ask Her Majesty's Government, further to the Written Answer by Baroness Williams of Trafford on 26 July (HL1712), why the cost of an email enquiry via SITEL UK changed from £5.48 per email between March 2017 and April 2021, to £2.74 per email since May 2021.
To ask Her Majesty's Government, further to the Written Answer by Baroness Williams of Trafford on 26 July (HL1712), why the cost of an email enquiry via SITEL UK changed from £5.48 per email between March 2017 and April 2021, to £2.74 per email since May 2021.
From 5th October 2020 customers applying for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form on www.gov.uk.
Customers calling UKVI from outside the UK will be charged 69p per minute (plus their local network charge).
These charges were reduced by 50% against the previous charges (£1.37 per minute for calls and £5.48 per email enquiry).
The previous charges were reviewed in 2020. As part of that review, operational commercial improvement opportunities were identified, enabling the charges to be reduced.
The supplier of UKVI’s international email and telephony services and in country telephony services changed from Sitel, to Teleperformance during a handover period between 31st March 2021 and 28 April 2021.
To ask Her Majesty's Government how many British citizens have paid to send email enquiries via SITEL UK; and what is the cost to the applicant of sending such an email from within the UK.
To ask Her Majesty's Government how many British citizens have paid to send email enquiries via SITEL UK; and what is the cost to the applicant of sending such an email from within the UK.
SITEL UK delivered the UKVI overseas helpline services from March 2017 up until April 2021. Teleperformance now deliver this service on behalf of the Home Office.
Customers who are looking to apply or have applied for visas from outside the UK who choose to make contact by e-mail will be charged £2.74 per e-mail enquiry. This includes the initial e-mail enquiry plus any follow-up e-mails to and from the contact centre relating to the same enquiry. E-mails are sent via a web message form found on the Contact UKVI pages on Gov.uk.
The specific email form can be found here under the section ‘online’.
Customers applying for visas from within the UK are not charged to send an email.
We do not hold data on the nationality of people who have paid to send an email.
To ask the Secretary of State for Health and Social Care, what the total value is of service credits applied to SITEL’s contract to run call centres under NHS Test and Trace.
To ask the Secretary of State for Health and Social Care, what the total value is of service credits applied to SITEL’s contract to run call centres under NHS Test and Trace.
Service credits have not been applied to SITEL’s contract to run call centres under NHS Test and Trace.
To ask the Secretary of State for Health and Social Care, what the value is of service credits applied to SITEL’s contract to run the Isolation Assurance Service.
To ask the Secretary of State for Health and Social Care, what the value is of service credits applied to SITEL’s contract to run the Isolation Assurance Service.
Public Health England has not awarded any service level credits to the contractor working on the Isolation Assurance Service.
To ask the Secretary of State for Health and Social Care, what the value is of service credits applied to SITEL’s contract to run the Isolation Assurance Service.
To ask the Secretary of State for Health and Social Care, what the value is of service credits applied to SITEL’s contract to run the Isolation Assurance Service.
Public Health England has not awarded any service level credits to the contractor working on the Isolation Assurance Service.
To ask the Secretary of State for Health and Social Care, how much funding from the public purse Sitel has received under the terms of its contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, how much funding from the public purse Sitel has received under the terms of its contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England (PHE) contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS. The spend on setting up and running the IAS to end of September 2020 was £664,000.
The performance indicators for Sitel’s contract for the IAS are contained in the original Crown Commercial Services roster agreement and within the PHE contract. The PHE contract is amended as requirements change.
There are no penalties, however both the Crown Commercial Service Framework Agreement and the PHE contractual side have performance sections in them. These refer to items such as regular review meetings, staff training, timely submission of reports, billing, agreed stand up times for staffing and cancelation of the contract. PHE does have the ability to retain 5% of the fees for poor performance.
Sitel was contracted under direct award as an existing supplier who had successfully assisted in previous urgent and sensitive situations.
To ask the Secretary of State for Health and Social Care, whether there are penalties for underperformance in the terms of Sitel's contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, whether there are penalties for underperformance in the terms of Sitel's contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England (PHE) contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS. The spend on setting up and running the IAS to end of September 2020 was £664,000.
The performance indicators for Sitel’s contract for the IAS are contained in the original Crown Commercial Services roster agreement and within the PHE contract. The PHE contract is amended as requirements change.
There are no penalties, however both the Crown Commercial Service Framework Agreement and the PHE contractual side have performance sections in them. These refer to items such as regular review meetings, staff training, timely submission of reports, billing, agreed stand up times for staffing and cancelation of the contract. PHE does have the ability to retain 5% of the fees for poor performance.
Sitel was contracted under direct award as an existing supplier who had successfully assisted in previous urgent and sensitive situations.
To ask the Secretary of State for Health and Social Care, whether an open tendering process was undertaken in advance of the Government awarding the contract to Sitel to run the Isolation Assurance Service during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, whether an open tendering process was undertaken in advance of the Government awarding the contract to Sitel to run the Isolation Assurance Service during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England (PHE) contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS. The spend on setting up and running the IAS to end of September 2020 was £664,000.
The performance indicators for Sitel’s contract for the IAS are contained in the original Crown Commercial Services roster agreement and within the PHE contract. The PHE contract is amended as requirements change.
There are no penalties, however both the Crown Commercial Service Framework Agreement and the PHE contractual side have performance sections in them. These refer to items such as regular review meetings, staff training, timely submission of reports, billing, agreed stand up times for staffing and cancelation of the contract. PHE does have the ability to retain 5% of the fees for poor performance.
Sitel was contracted under direct award as an existing supplier who had successfully assisted in previous urgent and sensitive situations.
To ask the Secretary of State for Health and Social Care, what the criteria are for the assessment of the performance of Sitel under the terms of its contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, what the criteria are for the assessment of the performance of Sitel under the terms of its contract with the Government to run the Isolation Assurance Service during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England (PHE) contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS. The spend on setting up and running the IAS to end of September 2020 was £664,000.
The performance indicators for Sitel’s contract for the IAS are contained in the original Crown Commercial Services roster agreement and within the PHE contract. The PHE contract is amended as requirements change.
There are no penalties, however both the Crown Commercial Service Framework Agreement and the PHE contractual side have performance sections in them. These refer to items such as regular review meetings, staff training, timely submission of reports, billing, agreed stand up times for staffing and cancelation of the contract. PHE does have the ability to retain 5% of the fees for poor performance.
Sitel was contracted under direct award as an existing supplier who had successfully assisted in previous urgent and sensitive situations.
To ask the Secretary of State for Health and Social Care, on what grounds the Government awarded the contract to Sitel to run the Isolation Assurance Service during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, on what grounds the Government awarded the contract to Sitel to run the Isolation Assurance Service during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England (PHE) contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS. The spend on setting up and running the IAS to end of September 2020 was £664,000.
The performance indicators for Sitel’s contract for the IAS are contained in the original Crown Commercial Services roster agreement and within the PHE contract. The PHE contract is amended as requirements change.
There are no penalties, however both the Crown Commercial Service Framework Agreement and the PHE contractual side have performance sections in them. These refer to items such as regular review meetings, staff training, timely submission of reports, billing, agreed stand up times for staffing and cancelation of the contract. PHE does have the ability to retain 5% of the fees for poor performance.
Sitel was contracted under direct award as an existing supplier who had successfully assisted in previous urgent and sensitive situations.
To ask the Secretary of State for Health and Social Care, what the duration is of the contract between the Isolation Assurance Service and Sitel in place to monitor quarantine compliance during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, what the duration is of the contract between the Isolation Assurance Service and Sitel in place to monitor quarantine compliance during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS.
The IAS activity includes up to three calls and a text per eligible United Kingdom arrivals sampled. Between 9 June and 7 September 2020, 149,579 total calls and texts and 66,773 successful contacts were made to eligible arrivals via phone or SMS.
The spend on setting up and running the IAS to end of September 2020 was £664,000.
To ask the Secretary of State for Health and Social Care, what the cost to the public purse is of the contract between the Isolation Assurance Service and Sitel to monitor people entering the UK who are required to quarantine during the covid-19 outbreak.
To ask the Secretary of State for Health and Social Care, what the cost to the public purse is of the contract between the Isolation Assurance Service and Sitel to monitor people entering the UK who are required to quarantine during the covid-19 outbreak.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS.
The IAS activity includes up to three calls and a text per eligible United Kingdom arrivals sampled. Between 9 June and 7 September 2020, 149,579 total calls and texts and 66,773 successful contacts were made to eligible arrivals via phone or SMS.
The spend on setting up and running the IAS to end of September 2020 was £664,000.
To ask the Secretary of State for Health and Social Care, how many people have been successfully contacted by Sitel by (a) telephone and (b) SMS since that company acquired the contract to monitor compliance with quarantine rules.
To ask the Secretary of State for Health and Social Care, how many people have been successfully contacted by Sitel by (a) telephone and (b) SMS since that company acquired the contract to monitor compliance with quarantine rules.
The Isolation Assurance Service (IAS) is undertaken through an existing Public Health England contract which has been formally updated and is on a rolling agreement with two-weeks’ notice. Sitel is the only company working on the IAS.
The IAS activity includes up to three calls and a text per eligible United Kingdom arrivals sampled. Between 9 June and 7 September 2020, 149,579 total calls and texts and 66,773 successful contacts were made to eligible arrivals via phone or SMS.
The spend on setting up and running the IAS to end of September 2020 was £664,000.
To ask the Secretary of State for Health and Social Care, if he will publish all contracts agreed between his Department and (a) Serco, (b) Sitel Group and (c) all other commercial providers of track and trace functions.
To ask the Secretary of State for Health and Social Care, if he will publish all contracts agreed between his Department and (a) Serco, (b) Sitel Group and (c) all other commercial providers of track and trace functions.
Contracts were awarded to Serco and Sitel to provide call handling services for the contact track and trace initiative. The contracts have been published and can be found at the following links:
https://www.contractsfinder.service.gov.uk/Notice/c23fdfaf-d1f2-4d8c-a0cd-6b6f35793ccd
https://www.contractsfinder.service.gov.uk/Notice/7645e3ef-ce16-4cae-8932-1eb6521a50cb
Contractual penalties are often unenforceable under English law so they were not included in test and trace contracts with Serco or Sitel. Sitel and Serco are approved suppliers on the Crown Commercial Service contact centre framework and the contracts have standard performance and quality assurance processes in place. Some information on Key Performance Indicators and service levels has been redacted from these published contracts as it is considered to be commercially sensitive.
The contracts have break clauses in them, meaning if the company does not meet required service levels we may cancel the contract and reclaim our money.
To ask the Secretary of State for Health and Social Care, which companies have been subcontracted by Sitel to deliver contact tracing services; what the (a) value and (b) staffing levels is of each of those contracts; and how many people have been referred under each of those contracts to...
To ask the Secretary of State for Health and Social Care, which companies have been subcontracted by Sitel to deliver contact tracing services; what the (a) value and (b) staffing levels is of each of those contracts; and how many people have been referred under each of those contracts to...
Sitel do not use subcontractors on the contact tracing contract.
My Rt hon friend the Minister of State for Energy and Clean Growth (Claire Perry) has today made the following statement:
In line with the commitment we made in the Clean Growth Strategy, the Department has been working alongside the implementation of the Each Home Counts Review to develop a digitally...
My Rt hon friend the Minister of State for Energy and Clean Growth (Claire Perry) has today made the following statement:
In line with the commitment we made in the Clean Growth Strategy, the Department has been working alongside the implementation of the Each Home Counts Review to develop a digitally...
In line with the commitment we made in the Clean Growth Strategy, the Department has been working alongside the implementation of the Each Home Counts Review to develop a digitally led consumer energy efficiency advice service. I am committed to ensuring that all consumers are able to access trusted impartial...
In line with the commitment we made in the Clean Growth Strategy, the Department has been working alongside the implementation of the Each Home Counts Review to develop a digitally led consumer energy efficiency advice service. I am committed to ensuring that all consumers are able to access trusted impartial...
To ask the Secretary of State for the Home Department, what assessment she has made of the operation of the contract with Sitel UK for UK Visas and Immigration since its entry into force on 1 June 2017.
To ask the Secretary of State for the Home Department, what assessment she has made of the operation of the contract with Sitel UK for UK Visas and Immigration since its entry into force on 1 June 2017.
The contract with Sitel has been live for 3 months and so it is too early to make that assessment. The contract will be reviewed at set points throughout its term.