Department for Work and Pensions: Telephone Services

Department for Work and Pensions written question – answered on 8th November 2021.

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Photo of John Martin McDonnell John Martin McDonnell Labour, Hayes and Harlington

What recent assessment she has made of the contractual performance of Serco plc in delivering call-handling services for her Department.

Photo of Guy Opperman Guy Opperman The Parliamentary Under-Secretary of State for Work and Pensions

DWP regularly reviews performance with Serco to ensure they are meeting contractual responsibilities. During the term of the contract Serco have largely met their Key Performance Indicators, though more recently, competitive labour market conditions and subsequent challenges recruiting agents have led to some short-term performance impacts.

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