HM Passport Office: Sopra Steria

Home Office written question – answered on 3rd September 2019.

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Photo of Jon Trickett Jon Trickett Shadow Minister (Cabinet Office), Shadow Lord President of the Council

To ask the Secretary of State for the Home Department, what assessment he has made of the (a) quality and (b) value for money of services provided by Sopra Steria for HM Passports Office; and if he will make a statement.

Photo of Seema Kennedy Seema Kennedy The Parliamentary Under-Secretary of State for the Home Department

The contract with Sopra Steria for the provision of BPO services contains clauses and performance measures (KPIs) designed to ensure the timeliness and quality of service provision. HMPO has a rigorous contract compliance regime in place supported by a dedicated Supplier Management Team with responsibility for ensuring the provider delivers to the required performance standards set out in the contract.

The contract also requires Sopra Steria to maintain an “Open Book” policy. This provides HMPO with transparency of costs and allows HMPO to closely monitor costs and to ensure value for money.

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