§ Mr. KidneyTo ask the Secretary of State for the Home Department what assessment he made of the performance of the UK Passport Agency before deciding that the agency should administer the new Criminal Records Bureau. [86336]
§ Mr. Mike O'BrienThe decision to ask the United Kingdom Passport Agency (UKPA) to manage the Criminal Records Bureau (CRB) was taken for a number of reasons. The work of the Bureau involves similar business processes to those which the UKPA, notwithstanding its current temporary operational difficulties, has a good track record in providing. The Agency also has experience of procuring information technology using public-private partnership arrangements which will be appropriate for the setting up of the CRB, and sound financial management systems.
§ Mr. KidneyTo ask the Secretary of State for the Home Department what this year's performance targets are for the UK Passport Agency for dealing with applicants by(a) telephone, (b) post and (c) personal attendance; and what assessment he has made of the UK Passport Agency's performance against each of these targets in the current year. [86351]
§ Mr. Mike O'BrienI am awaiting proposals from the United Kingdom Passport Agency's Chief Executive on targets for 1999–2000 which take account of the Agency's decision on the full introduction of the new computerised issuing arrangements to all of its six passport offices. In the meantime, the Agency is working to its 1998–99 targets for dealing with applicants by telephone, post and personal attendance. These are set out in the Annexe to the Agency's 1998–99 Business Plan, copies of which are in the Library.
As I have explained in my letter of 10 June to hon. Members, the Agency has encountered some teething problems in piloting new computerised passport issuing arrangements at its Liverpool and Newport offices. Productivity has been below expectations and arrears of work have developed. In addition, the Agency is dealing with high seasonal demand for passports.
Because of the backlog of work, and recent media attention the Agency has been swamped with telephone and written inquiries, and large queues have formed 160W outside each of the offices. Although the position is now improving, the Agency is not yet meeting its performance targets.
My letter indicated what action the Agency is taking to improve its performance.
§ Miss McIntoshTo ask the Secretary of State for the Home Department what action he has taken to reduce delays and improve the service to members of the public in dealing with the Passport Agency; what plans he has to compensate customers for loss arising from failures in the Agency's service; and if he will make a statement. [86475]
§ Mr. Mike O'BrienAs I have explained in my letter to hon. Members of 10 June, the United Kingdom Passport Agency is taking a number of measures to improve its service to customers, and reduce delays in processing passport applications.
It is prioritising applications by its customers' declared travel dates, and is meeting those dates for 99.99 per cent. of passports issued. 300 additional staff are being deployed, examination processes are being streamlined, and the Agency is working extended hours. In order to clear quickly straightforward renewal applications, certain existing passports are being extended for two years. Current delays will reduce as a result of actions being taken, and the seasonal nature of the Agency's work. The Agency's total work arrears are less than one months normal output.
As regards compensation, the Agency's policy, where it has clearly been at fault and provided unsatisfactory service, is to compensate customers for reasonable additional expenditure incurred. Each case is considered on its merits.