The information requested is shown in the following table.
Number Purpose Type 0870 521 0410 Passport advice line Phone 0870 240 8090 Passport advice line (Text Phone Service) Minicom 0870 243 4477 Passport inquiries for High Street Partners Phone 0870 243 1902 Passport Complaints Phone 0870 909 0778 Criminal Records Bureau Disclosure dispute line Phone 0870 125 1256 Siemens Business Services Query Letters Phone 0870 909 0844 Criminal Records Bureau Disclosure application line Phone 0870 909 0223 Criminal Records Bureau Welsh Language Line Phone 0870 909 0344 Criminal Records Bureau Minicom 0870 241 4680 Home Office's mailing house, Prolog Phone 0870 241 4786 Home Office's mailing house, Prolog Fax 0870 220 2000 TOGETHER (advice line for practitioners on tackling antisocial behaviour). Phone 0870 336 9031 Contact Private Office to Jacqui Smith Fax 0870 336 9032 Contact Private Office to Lord West Fax 0870 336 9033 Contact Private Office to Vernon Coaker Fax 0870 336 9034 Contact Private Office to Liam Byrne Fax 0870 336 9035 Contact Private Office to Tony McNulty Fax 0870 336 9036 Contact Private Office to Meg Hillier Fax 0870 336 9048 Contact Parliamentary Team Fax 0870 336 9045 Contact Ministers' Special Advisers Fax 0870 336 9041 Contact Private Office Management Support Unit Fax 0870 336 9037 Contact Permanent Secretary's Office Fax 0870 243 0100 Security Industry Authority Phone 0845 010 6677 Employers1 Helpline Phone 0845 039 8002 PROSPECTS helpline Phone 0845 601 2298 BIA Evidence and Enquiry line Phone 0870 240 3781 Immigration Enquiry Bureau (enforcement and removals -recorded message only) Phone 0845 300 2002 Independent Police Complaints Commission Phone 0870 909 0811 Criminal Records Bureau General Inquiries Phone 0870 909 0822 Criminal Records Bureau Registration Information Line Phone 0845 602 1739 Enquiries about asylum support applications Phone 0870 606 7766 Immigration Enquiry Bureau Phone 0870 241 0645 Requests for immigration application forms Phone 0845 010 5200 Nationality telephone enquiries Phone 0870 521 0224 BIA Work Permits Literature Order Line Phone 0845 600 0914 Asylum Support Customer Contact Centre Phone 0870 241 6523 Enquiries about the work of the BIA Complaints Unit and advice to callers about how to complain Phone
The information requested is shown in the following table.
Contact centre Purpose Monitoring/mechanisms Number of staff Ashby-de-la-Zouch (Leicestershire) IPS—Call arrangements are for customer inquiries and appointment bookings—also e-mail inquiries such as progress chasers, customer complaints and requests for passport application packs. Services provided by Teleperformance. Performance is monitored against contractual KPI and SLAs. Meetings take place with the supplier monthly to ensure continuous service improvement. This is seasonal and varies on a month to month basis. In October 2007 full-time equivalent staff employed on the IPS account was 234. Bangor (Northern Ireland) IPS—As above. As above. Varies on a month to month basis. Total number of staff is included in the figure above. Bristol IPS—As above. As above. Varies on a month to month basis. Total number of staff is included in the figure above. Immigration Inquiry Bureau (IEB) BIA—Deals with inquiries from the public relating to general immigration issues, requests for progress on individual cases and requests for immigration application forms. Performance is measured on calls answered against demand on a daily basis and reports its management information weekly to senior managers. This in turn is included in regular information on performance given to managers. IEB employs a total of 180 staff, including part-time members. Sheffield Contact Centre BIA—Deals with inquiries on all work permit schemes and programmes and provides advice to employers on recruiting non UK nationals. 1 per cent. of all calls are monitored for quality purposes. 55 staff Liverpool Contact Centre BIA—Deals with general inquiries about citizenship and right of abode, requests for progress on individual cases and requests for application forms. All call centres are measured on the number of calls answered against demand on a daily, weekly, monthly basis and on the quality of service provided. 1 per cent. of all calls are monitored for quality purposes. 60 staff Evidence and Inquiry Unit BIA—Deals with a range of inquiries from other Crown agencies. There is a facility to record all calls and also reports weekly and monthly on a number of quality fronts including one to one sessions with staff and dealing with complaints if received. As of 20 November there were a total of 55 staff. MPs Hotline BIA—Deals with MP's, House of Lords, European Parliament and members of the Scottish Parliament and devolved assemblies. Deals with a range of inquiries. Performance is measured on calls answered against demand on a daily basis and reports its management info weekly to senior managers. MPs and their constituency offices provide regular feedback on the service provided by the Hotline. As of 19 November the MPs Hotline employs 15 staff. CRB Contact Centre Deals with the receipt of telephone calls from applicants, organisations, registered bodies (through whom applicants submit their applications) and other third parties. Service provided by Capita Business Services. This is monitored through contractual service levels. These service levels are reported against on a monthly and quarterly basis. Year 2003: 81 Year 2004: 87 Year 2005: 92 Year 2006: 99 Year 2007: 79 Adelphi Service Centre Deals with invoice payments, expense payments, Adelphi password resets and general assistance. This is monitored through contractual service levels key performance indicators. These service levels are reported against on a monthly basis. 16 staff Home Office public switchboard The Home Office public switchboard deals with non-specific callers (i.e. those who do not have a name/extension number). They either deal with the query or request for a publication direct; put the caller through to whichever part of the office can deal with their query; or, if they have called the HO in error, advise them which Department/agency they should contact. Performance data are maintained on an ongoing basis. Calls are monitored using a computer system which is linked to a wall board showing real time performance throughout the day (number of calls received, number of calls answered, calls in queue, agents logged on, agents on call and agents ready to take calls). The information stored on this system indicates performance in terms of how many calls are answered and how quickly they are answered over a specific time period. 3 to 4 full-time staff. This can be extended to additional staff at times of peak load.