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House
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Department
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Benn, Hilary (2)
Legislative stage
Legislation
Subject
Publisher
To ask the Secretary of State for the Home Department, what the average time between receipt of a communication by the Criminal Records Bureau and an answer being sent has been in the last year. - Including figures. (Holding answer 25 June 2002).
To ask the Secretary of State for the Home Department, what the average time between receipt of a communication by the Criminal Records Bureau and an answer being sent has been in the last year. - Including figures. (Holding answer 25 June 2002).
Asked by
Norman Baker
(Liberal Democrat)
Answered by
Hilary Benn
(Labour)
Answering body
Home Office
Type
Written questions
Status
Answered
Tabled on
19 June 2002
For answer on
19 September 2002
Answered on
19 September 2002
Norman Baker: To ask the Secretary of State for the Home Department what the average time between receipt of a communication by the
Criminal Records Bureau and an answer being sent has been in the last year. [64234]
Mr. Hilary Benn: [holding answer 25 June 2002]: The Criminal Records Bureau (CRB) offers three different ways to contact the
Bureau--by telephone, by post or by email. The CRB aims to deal with all enquiries quickly and efficiently. Its target is to answer
90 per cent. of all telephone calls within 20 seconds. For week beginning 7 July 2002 the calls answered within target were 88 per
cent., which represents an improvement on previous performance.
The CRB aims to reply to all emails that are sent to the CRB Website address within 24 hours of receipt and indications are that
this target is being currently met.
The CRB aims to provide a response to written correspondence within one week of receipt. At present there is no information
available to confirm to what extent this target is being met, as the details are not collated centrally.
Subjects
Administrative delays; Standards; Criminal Records Bureau
Date
19 September 2002
Reference
390 c23W; 64234
House
House of Commons
To ask the Secretary of State for the Home Department, what recent assessment he has made of the performance of the Criminal Records Bureau; and what mechanisms exist to levy financial penalties for poor performance. - (Holding answer 25 June 2002).
To ask the Secretary of State for the Home Department, what recent assessment he has made of the performance of the Criminal Records Bureau; and what mechanisms exist to levy financial penalties for poor performance. - (Holding answer 25 June 2002).
Asked by
Norman Baker
(Liberal Democrat)
Answered by
Hilary Benn
(Labour)
Answering body
Home Office
Type
Written questions
Status
Answered
Tabled on
19 June 2002
For answer on
24 July 2002
Answered on
24 July 2002
Norman Baker: To ask the Secretary of State for the Home Department what recent assessment he has made of the performance of the
Criminal Records Bureau; and what mechanisms exist to levy financial penalties for poor performance. [64235]
Mr. Hilary Benn: [holding answer 25 June 2002]: (a) The Criminal Records Bureau (CRB) reviews its service standards regularly and
accepts that it is currently not meeting these service standards. The CRB is confident that over the coming few weeks it will
improve its performance and start to achieve its published service standards.
The CRB has introduced a performance improvement plan and a number of short-term contingency measures to address this issue. The
performance improvement plan includes:
-- Rapid recruitment and training of additional staff to meet productivity forecasts;
-- Additional resources to deal with the older applications;
-- Extensions to working hours to increase output
-- Revised procedures to deal with errors/omissions on applications forms. These remove such applications from mainstream processes
thereby increasing the efficiency of processing both correctly completed applications and the exceptions;
-- Call Centre staffing levels are being significantly increased to cope with demand;
-- Incomplete or incorrectly completed application forms are being returned to the Registered Body for correction;
The CRB has also introduced the following short-term contingency measures:
-- Outsourcing most of the backlog of applications to the data entry facility of Hays Plc in Chennai (Madras, India).
-- The CRB will carry out and issue the results of a List 99 check, for all teachers, in advance of a full Disclosure check.
-- The CRB has introduced a contingency plan to deliver a very limited number of manual criminal record checks.
-- Customers are kept informed of all service developments through their monthly newsletter, Registration Matters.
-- Letters have been issued to Lead Countersignatories about the situation.
(b) The contract contains a series of Service Levels, which, in turn have liquidated damage (financial remedies) regimes attached to
them. In short, failure by the contractor to achieve contracted Service Level results in financial remedies being applied by the
Agency. It is not possible to reveal the liquidated damage regimes attached as they are "commercial in confidence".
Subjects
Staff; Standards; Criminal Records Bureau
Date
24 July 2002
Reference
389 c1485-6W;389 c1483-4W; 64235
House
House of Commons