Source · Select Committees · Public Accounts Committee
Recommendation 40
40
Rejected
Home Office significantly delayed sponsorship system transformation, necessitating IT operational issue resolution.
Recommendation
We asked the Home Office about progress with efforts to transform the sponsorship system, which include the development of IT systems. The Home Office has delayed replacement of the sponsorship system from 2023 to 2028 and accepted that its existing system is not as good as it should be.112 The Home Office told us that the planned transformation was delayed due to the lack of basic infrastructure, the large amount of transformation taking place across the department, and its prioritisation of competing demands, such as eVisas and launch of the Ukraine visa routes. It hopes to roll-out the sponsorship system over the next two to three years.113 The Home Office also needs to address operational issues with the IT system used for processing visa applications and make further changes to provide full functionality and management information.114 110 IMM0004; IMM0019; IMM0020; IMM0009; IMM0010 111 Q58; C&AG’s report, para 3.9 112 Qq 55-57; C&AG’s Report, para 3.12 113 Q 57 114 C&AG’s Report, para 12 25
Government Response Summary
The government explicitly disagrees with the committee's recommendation to address operational issues with the visa application IT system and make further changes. It states it is committed to continuous improvement, testing a partial version of a new sponsorship system, and investing in maintaining its existing system.
Government Response
Rejected
HM Government
Rejected
6.1 The government disagrees with the Committee’s recommendation. 6.2 The Home Office is committed to continuous improvement in customer service standards. It monitors key indicators and is improving channels for customers to seek progress on their application. 6.3 Complex cases are excluded from published Service Standards, but there are service level agreements for Skilled Worker visas, and these are published in the department’s transparency statistics. Reasons for complex cases, such as national security or criminal concerns, safeguarding issues, or the need to verify evidence through third parties, are outlined on GOV.UK (Visa processing times: applications inside the UK) and referenced in the NAO’s report. 6.4 Home Office publish customer satisfaction scores and aim to maximise these. The KPIs benchmark performance to assess impact of continuous improvement activity. The department’s approach to service management embeds customer insight and customer experience to drive up overall scores as well as tackle pain points in the customer journey. The KPIs benchmark performance and assess the impact of continuous improvement activity. 6.5 Home Office recently launched the visa processing times tool (Check your visa processing time - GOV.UK) where customers can self-serve to find out when they may expect a decision based on published service standards. 6.6 Home Office remain committed to delivering an immigration system that is properly managed and controlled and is testing a partial version of a new sponsorship system. Before deciding to expand this pilot more widely, the department will evaluate its performance to ensure value to the taxpayer. 6.7 Home Office continue to invest in maintaining and upgrading its existing sponsorship system. This supports its goal for a financially sustainable system which delivers for the UK public.