Source · Select Committees · Foreign Affairs Committee
Recommendation 10
10
Paragraph: 31
The move to using social media for mass communications was partially successful.
Conclusion
The move to using social media for mass communications was partially successful. However, accessing online information was particularly difficult for elderly people and those with certain disabilities. The FCO placed too much reliance on this generic advice and this approach disadvantaged those with medical conditions and those stuck in remote areas, as they were unable to access advice tailored to their current circumstances. Many people were not treated with the empathy and compassion that they should rightly expect. It’s disappointing that the FCO fell so short of expectations in this area. Whilst we welcome the shift to communicating general messages via social media, this should not be at the expense of offering bespoke communication and advice, often this kind of information is vital.
Paragraph Reference:
31
Government Response
Accepted
HM Government
Accepted
As discussed with the FAC during previous inquiries, the LOCATE system was discontinued in 2013 since only 1% of BNs were registered on the database, and it failed to provide an accurate picture of numbers of British nationals in crisis-affected countries. Information was out of date, and it was ineffective as a crisis response tool. The FAC agreed (in their November 2014 Report) that the move away from trying to keep track of registration systems. We have reviewed LOCATE in light of the COVID-19 crisis and are confident that it would not have provided the functionality required to support the repatriation programme. During the COVID-19 response, we relied on three main mechanisms to record the location and contact details for British nationals. First, many Embassies and High Commissions sought expressions of interest in repatriation flights and travel updates by email, subsequently using that information to provide details and prioritise vulnerable passengers. Second, the FCDO worked with our travel management company CTM to develop online portals where passengers could register for flight tickets in countries where we were running charters, which also offered an SMS service to those requiring help in making their booking. The information that was requested from passengers during the booking process included information about a person’s specific location and contact information. Third, in April we developed and implemented an expressions of interest form on gov.uk which allowed BNs across 20 countries, including Pakistan, to register relevant details and express an interest in a flight home. We agree with the FAC that the COVID-19 pandemic may have increased the public’s willingness to share information proactively during times of crisis, for example about their location and personal circumstances, when there is a service which HMG is offering, or might offer in future. is always ready for those countries where we might need British nationals to express an interest in a flight. We are also exploring how British nationals can request more granular information and updates when travelling and living abroad, including by text message for those who do not have access to the internet.