Recommendation 4

Despite HMPO’s work to prepare for increased demand for passports, poor performance by contractors exacerbated issues for customers. We are concerned that in some cases it was clear that the performance of external contractors was deteriorating as early as March 2022. Sopra Steria, responsible for opening and scanning paper applications and supporting documentation, did not achieve its service levels targets for five months in 2022. Similarly, Teleperformance, responsible for the customer support telephone line, did not meet its targets for four months and caused significant concerns for customers who were unable to get help. HMPO accepted that some of the issues with contractors, especially at the end of the process, were its fault, as it had not adequately prepared them for the expected volumes of work. HMPO recognised that some customers have lost confidence in its handling of passport application and is bringing in a second contractor to handle customer calls alongside Teleperformance. Recommendation 4: The Department should, as part as its Treasury Minute response, set out the steps it has taken to ensure the problems it experienced with its contractors will not happen again.