28 Jan 2008 : Column 96W—continued
| 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.
|
28 Jan 2008 : Column 97W
28 Jan 2008 : Column 98W
|
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.
|
Deportation
Mr. Hoban:
To ask the Secretary of State for the Home Department how many foreign national prisoners have been deported to (a) Jamaica, (b) Nigeria, (c) Vietnam and (d) China in each of the last five years. [164811]
Mr. Byrne:
On 14 June the chief executive of the Border and Immigration Agency wrote to the Home Affairs Committee to provide the most recent provisional information available on the deportation of foreign national prisoners. In this letter the chief executive reported that 2,784 foreign national prisoners were deported or removed in the financial year 2006-07.
Statistics on the deportation of foreign nationals were last published in 2002. Copies of this are available in the Library of the House.
Published information on persons removed as a result of deportation action has not been available from 2003 onwards due to data quality issues. The Border and Immigration Agency is putting in place new systems to improve its data collection systems for the future in this area.
Entry Clearances
Damian Green:
To ask the Secretary of State for the Home Department how many foreign nationals resident in the United Kingdom the Government expect to be required to hold a biometric immigration document by (a) January 2009, (b) January 2010 and (c) January 2011. [181604]
Mr. Byrne:
The UK Borders Act 2007 confirms the introduction of ID cards for foreign nationals from 2008. The programme will first pressure test the technology, before cards are issued later this year.
We will publish our roll out strategy shortly and this will be based on improved efficiency and will tackle high risk groups first. We will publish details of these groups in the roll out strategy.
Entry Clearances: Doctors
Peter Bottomley:
To ask the Secretary of State for the Home Department how many doctors were awarded highly skilled migrant status (a) in the 12 months before 5 February 2007 and (b) since that date. [181167]
Mr. Byrne:
The information requested is as follows and relates to those who declared their occupation as doctor when applying.
| | Number |
|
6 February 2006 to 5 February 2007
|
6,875
|
|
6 February 2007 to 31 December 2007
|
2,095
|
|
Total
|
8,970
|
Note:
Figures are rounded to nearest 5.
|
The figures quoted are not provided under National Statistics protocols and have been derived from local management information and are therefore provisional and subject to change.
28 Jan 2008 : Column 99W
Entry Clearances: Skilled Workers
Miss Kirkbride:
To ask the Secretary of State for the Home Department how many highly skilled migrant visas have been issued since April 2006, broken down by (a) country of origin and (b) skill. [180643]
Mr. Byrne:
The following table sets out the number of highly skilled migrant programme applications by country of origin. We are unable to answer part (b) of the question, as this information is not asked on the application form.
The figures quoted are not provided under National Statistics protocols and have been derived from local management information and are therefore provisional and subject to change.
| HSMP applications granted between 1 April 2006 and 31 December 2007 |
| Country of origin | Total |
|
Afghanistan
|
5
|
|
Albania
|
10
|
|
Algeria
|
15
|
|
American Samoa
|
(1)—
|
|
Antigua and Barbuda
|
(1)—
|
|
Argentina
|
25
|
|
Armenia
|
25
|
|
Australia
|
5,050
|
|
Azerbaijan
|
65
|
|
Bahamas
|
5
|
|
Bahrain
|
5
|
|
Bangladesh
|
520
|
|
Barbados
|
40
|
|
Belarus
|
30
|
|
Belize
|
(1)—
|
|
Benin
|
(1)—
|
|
Bolivia
|
5
|
|
Bosnia-Herzegovina
|
5
|
|
Botswana
|
10
|
|
Brazil
|
155
|
|
Brit Nat Overseas
|
35
|
|
Brunei
|
5
|
|
Bulgaria
|
40
|
|
Burkina Faso
|
(1)—
|
|
Cameroon
|
55
|
|
Canada
|
530
|
|
Chile
|
10
|
|
China
|
1,250
|
|
Colombia
|
95
|
|
Congo
|
(1)—
|
|
Congo (Democratic Rep of )
|
(1)—
|
|
Croatia
|
30
|
|
Dominica
|
5
|
|
Dominican Republic
|
5
|
|
Ecuador
|
5
|
|
Egypt
|
300
|
|
El Salvador
|
5
|
|
Eritrea
|
5
|
|
Ethiopia
|
30
|
|
Fiji
|
5
|
|
Gabon
|
(1)—
|
|
Gambia
|
15
|
|
Georgia
|
15
|
28 Jan 2008 : Column 100W
|
Ghana
|
225
|
|
Grenada
|
5
|
|
Guatemala
|
(1)—
|
|
Guyana
|
10
|
|
Haiti
|
(1)—
|
|
Honduras
|
(1)—
|
|
Hong Kong (British)
|
15
|
|
Hong Kong (Chinese)
|
10
|
|
Hong Kong Special Administrative Region of China
|
(1)—
|
|
India
|
18,285
|
|
Indonesia
|
45
|
|
Iran
|
220
|
|
Iraq
|
55
|
|
Israel
|
130
|
|
Jamaica
|
655
|
|
Japan
|
90
|
|
Jordan
|
105
|
|
Kazakhstan
|
30
|
|
Kenya
|
235
|
|
Korea North (Democratic Peoples Rep of)
|
5
|
|
Korea South (Rep of Korea)
|
85
|
|
Kuwait
|
5
|
|
Kyrgyzstan
|
15
|
|
Lebanon
|
55
|
|
Libya
|
85
|
|
Macedonia
|
5
|
|
Malawi
|
20
|
|
Malaysia
|
785
|
|
Maldives
|
5
|
|
Mali
|
t
|
|
Mauritania
|
20
|
|
Mauritius
|
115
|
|
Mexico
|
65
|
|
Moldova (Rep of)
|
25
|
|
Mongolia
|
5
|
|
Montenegro
|
(1)—
|
|
Morocco
|
10
|
|
Mozambique
|
5
|
|
Myanmar
|
135
|
|
Namibia
|
10
|
|
Nepal
|
310
|
|
New Caledonia
|
(1)—
|
|
New Zealand
|
2,530
|
|
Nicaragua
|
(1)—
|
|
Niger
|
5
|
|
Nigeria
|
3,555
|
|
Northern Cyprus
|
(1)—
|
|
Oman
|
5
|
|
Pakistan
|
4,220
|
|
Palestine
|
30
|
|
Papua New Guinea
|
(1)—
|
|
Peru
|
25
|
|
Philippines
|
60
|
|
Romania
|
40
|
|
Russian Federation
|
610
|
|
Rwanda
|
(1)—
|
|
Saudi Arabia
|
15
|
|
Senegal
|
5
|
|
Serbia
|
30
|
28 Jan 2008 : Column 101W
|
Seychelles
|
(1)—
|
|
Sierra Leone
|
20
|
|
Singapore
|
190
|
|
Slovakia
|
(1)—
|
|
South Africa
|
2,175
|
|
Sri Lanka
|
1,070
|
|
St. Lucia
|
5
|
|
St. Vincent and The Grenadines
|
5
|
|
Sudan
|
70
|
|
Swaziland
|
5
|
|
Syria (Arab Rep)
|
105
|
|
Taiwan Province of China
|
65
|
|
Tajikistan
|
(1)—
|
|
Tanzania (United Rep of)
|
25
|
|
Thailand
|
25
|
|
Tonga
|
(1)—
|
|
Trinidad and Tobago
|
175
|
|
Tunisia
|
10
|
|
Turkey
|
255
|
|
Turkmenistan
|
5
|
|
Uganda
|
85
|
|
Ukraine
|
220
|
|
United States of America
|
1,495
|
|
Unknown
|
55
|
|
Uruguay
|
5
|
|
Uzbekistan
|
30
|
|
Venezuela
|
30
|
|
Vietnam
|
10
|
|
Yemen
|
5
|
|
Yugoslavia
|
10
|
|
Zambia
|
50
|
|
Zimbabwe
|
240
|
|
Total
|
47,290
|
(1) indicates 1 or 2
Notes:
Figures are rounded to nearest 5.
Because of rounding, figures may not add up to totals shown The figures quoted are not provided under National Statistics protocols and have been derived from local management information and are therefore provisional and subject to change.
|
