Source · Select Committees · Public Accounts Committee
Recommendation 16
16
The Department acknowledged that there was a period early in the scheme when parents and...
Conclusion
The Department acknowledged that there was a period early in the scheme when parents and schools experienced quite a lot of difficulty and disruption in getting access to the vouchers. It said that it had underestimated the extent to which parents and schools would want to talk to a human being about how to use the scheme. Many more people had wanted to telephone than it had expected. The Department said that it could have pushed Edenred to provide more contact centre support earlier, but the assumption had been that schools and parents would make first contact by email.29