Immigration and Nationality Department (Hansard, 27 February 2002)

§ John Barrett
To ask the Secretary of State for the Home Department what the average response time is of Her Majesty's Immigration and Nationality Departments in Croydon to messages left through the hotline telephone service by hon. Members and their staff. [35793]

§ Angela Eagle
Statistics are not maintained, but the aim of the unit is to respond substantively to callers within seven days.
The hotline is reliant upon a wide range of Government offices and agencies, including British diplomatic posts abroad, for information and documents. Where there is likely to be delay, the hotline will endeavour to contact the caller to let them know of this and when a full response is likely to be available.
Next month will see the introduction of a new and much improved telephone system, which will allow the hotline to hold calls in a queue and provide callers with information while they wait for the call to be taken. The 1383W system will also enable calls to be voice recorded and will provide reports on performance which can be used as a means of on-going assessment and determining staff numbers.

§ John Barrett
To ask the Secretary of State for the Home Department what assessment he has made of the effectiveness of the hotline telephone service available to hon. Members from Her Majesty's Immigration and Nationality Department in Croydon. [35794]

§ Angela Eagle
The performance and working methods of the hotline are kept under regular review. Last autumn, the number of operators was increased from eight to 10 and their central function was more sharply defined as responding to calls promptly and offering general immigration advice.
Next month will see the introduction of a new and much improved telephone system, which will allow the Hotline to hold calls in a queue and provide callers with information while they wait for the call to be taken. The system will also enable calls to be voice recorded and will provide reports on performance which can be used as a means of ongoing assessment and determining staff numbers.

§ John Barrett
To ask the Secretary of State for the Home Department what checks are made on the response times of Her Majesty's Immigration and Nationality Department in Croydon to(a) messages and (b) queries made through their hotline telephone service by hon. Members and their staff. [35795]

§ Angela Eagle
There is currently no system for leaving voice messages for members of the hotline. The unit's fax machine is switched on permanently and faxed messages are allocated to operators upon receipt during normal working hours.
All telephone calls and faxes to the hotline are logged on an electronic file and all hotline operators have access to that file. The information logged will include a date, agreed with the caller, for the operator to ring back with a substantive response or an interim progress report.
The manager of the unit checks the electronic file at least once a week and any outstanding matters are identified and addressed without avoidable delay.

Persons proceeded against¹, convicted and sentenced at all courts for offences under the Immigration Act 1974 Sec.25(1)(a) and (b). England and Wales 1998 to 2000

Proceeded against Found guilty

Offence description Statute 1998 1999 2000² 1998 1999 2000²

Knowingly concerned in making or carrying out arrangements for securing or facilitating the entry into the UK of anyone whom he knows or has reasonable cause for believing to be an illegal entrant Immigration Act 1974 Sec.25(1)(a) as amended by Asylum and Immigration Act 1996 Sec.5 193 233 199 115 150 145

Knowingly concerned in making or carrying out arrangements for securing or facilitating the entry into the UK of anyone whom he knows or has reasonable cause for believing to be an asylum claimant Immigration Act 1974 Sec.25(1)(b) as added by Asylum and Immigration Act 1996 Sec.5 4 20 11 3 6 3

Total 197 253 210 118 156 148

1384W
Next month will see the introduction of a new and much improved telephone system, which will allow the hotline to hold calls in a queue and provide callers with information while they wait for the call to be taken. The system will also enable calls to be voice recorded and will provide reports on performance which can be used as a means of ongoing assessment and determining staff numbers.

Persons proceeded against¹, convicted and sentenced at all courts for offences under the Immigration Act 1974 Sec.25(1)(a) and (b). England and Wales 1998 to 2000
		Proceeded against	Found guilty
Offence description	Statute	1998	1999	2000²	1998	1999	2000²
Knowingly concerned in making or carrying out arrangements for securing or facilitating the entry into the UK of anyone whom he knows or has reasonable cause for believing to be an illegal entrant	Immigration Act 1974 Sec.25(1)(a) as amended by Asylum and Immigration Act 1996 Sec.5	193	233	199	115	150	145
Knowingly concerned in making or carrying out arrangements for securing or facilitating the entry into the UK of anyone whom he knows or has reasonable cause for believing to be an asylum claimant	Immigration Act 1974 Sec.25(1)(b) as added by Asylum and Immigration Act 1996 Sec.5	4	20	11	3	6	3
	Total	197	253	210	118	156	148