To ask the Secretary of State for the Home Department, what recent assessment she has made of the adequacy of the passport advice service provided by Teleperformance under the terms of her Department’s contract with that organisation; what recent discussions she has had with representatives of Teleperformance on potential improvements to the passport advice service; when the contract between her Department and Teleperformance is due to expire; and whether she plans to renew that contract.
The service provided by Teleperformance is monitored daily to a pre-defined Service Level Agreement.
In light of Teleperformance’s delivery not meeting the required standard earlier this year, they have been responding to a formal rectification plan. The service has significantly improved in response.
Weekly meetings have been held between Her Majesty’s Passport Office and Teleperformance’s CEO, where technical innovation to support the rectification has been discussed and subsequently implemented.
The initial expiry of the Teleperformance contract is set for October 2024, with an optional extension period of two years.