The Department for Transport and its seven Executive Agencies directly operate four public facing contact centres for motoring and highway services, an internal facing contact centre for its Shared Service functions, and two contracted out contact centres for the Driving Theory Test and the National Vehicle Recovery Centre.
The Highways Agency Contact Centre employed 6 temporary private sector staff for varying lengths of time between April 2009 and 25th June 2010 at a cost of £56,811 in financial year 2009-10 and £11,742 in financial year 2010-11.
The VOSA Contact Centre employed 53 temporary private sector staff over the last three financial years at a cost of £191,000 in financial year 2009-10, £321,000 in financial year 2010-11, and £184,000 in financial year 2011/12. These figures are estimates based on standard daily charges. To provide more precise figures would incur a disproportionate cost.
None of the Department's other directly operated contact centres employed any private sector staff during the previous three financial years.
Staff numbers and costs for the fully outsourced National Vehicle Recovery Centre contact centre are as follows:
|Financial year||Total (£)||Staff (Full-time equivalent)|
Staff numbers and costs in the contact centre for the outsourced DSA Driving Theory Test service are not specified separately under the terms of the contract.