Forty-Seventh Report - Investigation into the UK Passport Office

The government agrees with the recommendation and states that HM Passport Office has undertaken a thorough assessment of its management information and delivered a number of improvements to its reporting mechanisms, including improvements in the reporting of work across its application systems.

The government agrees with the recommendation and states that The Home Office works to continually improve its ability to procure and manage third party suppliers, using lessons learned to further support the robust monitoring of compliance against contract requirements.

The government agrees with the recommendation and provides an update on actions taken to address each of the recommendations from the Infrastructure and Projects Authority’s August 2022 review, including commissioning an independent review of the DAP Programme, separating responsibilities of the DAP live service team and the DAP development team, and holding an ‘all attend’ in-person Programme Away Day.

The government agrees with the recommendation and states that HM Passport Office has worked to deliver a number of improvements, including improved workflow management information and analytics, appointing an additional supplier to handle calls, and continuing to develop its digital solutions to manage demand for passports in the future.

The government agreed with the recommendation and states HM Passport Office has worked closely with Teleperformance and Sopra Steria and has appointed Serco to handle approximately 25% of calls and provide extra resilience, estimated to deliver around £2 million savings over two years.

The government agreed to set out the actions taken to address each of the recommendations from the Infrastructure and Projects Authority’s August 2022 review, and explain what contingencies they are putting in place should there be further delays to the digital transformation programme; these actions are listed in the response.

The government agreed to set out how it will better manage demand for passports in the future and what outcomes it will use to measure its performance; it describes workflow improvements, more robust customer service, further development to digital solutions, a staffing model to meet passport demand, and continued exploration of options to smooth demand across the full year.

The government agreed with the Committee’s recommendation. It said that it is fully resourced, and that following workflow improvements, any application transferred to AMS is now brought to the correct place in the queue to begin processing. It also said that these issues experienced in the early part of last year are fully resolved.

The government describes actions already taken, stating that HM Passport Office has worked closely with Teleperformance and Sopra Steria to help ensure that they meet the required service level throughout 2023, and has appointed an additional supplier to provide greater resilience, estimating around £2 million savings over two years.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.

HM Passport Office has delivered a number of improvements to its reporting mechanisms to address weaknesses, including improvements in the reporting of work across its application systems and workflow management information and analytics.

HM Passport Office has delivered a number of improvements to its reporting mechanisms to address weaknesses, including improvements in the reporting of work across its application systems and workflow management information and analytics.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.

The Home Office states that HM Passport Office has worked closely with Teleperformance and Sopra Steria to ensure they meet the required service level throughout 2023 and that Sopra Steria has consistently met its key performance measures since June 2022, while Teleperformance has met the required service levels since August 2022. They also appointed Serco to handle approximately 25% of calls to the Passport Adviceline.