The future of the Newport Passport Office - Welsh Affairs Committee Contents


Written evidence submitted by the Welsh Language Board

1.  The advice that is offered below is based on the Welsh Language Board's remint under Section 3 of the Welsh Language Act 1993.

WELSH LANGUAGE ACT 1993

  Part 1

  Section 3. - (2)...the Welsh Language Board will

  1. (a)  advise the Secretary of State on matters concerning the Welsh language;
  2. (b)  advise persons exercising functions of a public nature on the ways in which effect may be given to the principle that, in the conduct of public business and the administration of justice in Wales, the English and Welsh languages should be treated on a basis of equality;
  3. (c)  advise those and other persons providing services to the public on the use of the Welsh language in their dealings with the public in Wales.

2.  The Identity and Passport Service's Welsh Language Scheme clearly states its commitment to providing services through the medium of Welsh to the public in Wales:

  1. 2.3  UKPS starting point, in recognising the equality of the Welsh and English languages, is that customers in Wales who prefer to transact their business in Welsh, whether in correspondence, by telephone or in person, are welcome to do so. The measures in this scheme have the aim of ensuring that any customer who wishes to do so can obtain convenient and prompt access in Welsh to the passport service which they require. We are committed to providing an equally high standard of service in Welsh and English.
  2. 3.2  The UKPS planning of services for the public will take account of the need in Wales for equality between the Welsh and English languages and the commitments given in this scheme.
  3. 3.8  In processing applications for addresses in Wales, the UKPS will provide correspondence, information, etc, either bilingually (or in both languages) or in the individual's preferred language (as indicated by the language of the application form).
  4. 3.14  Welsh language applications will be processed within the same timescale as applications made in English.
  5. 4.1  The UKPS welcomes and will reply in Welsh to all correspondence received in Welsh.
  6. 4.2  The UKPS will use Welsh in any communications that arise from the public counter or a telephone conversation with a customer using Welsh.
  7. 4.3  The UKPS will use Welsh in personal correspondence we initiate with any customer in Wales who we are aware has previously indicated a preference for corresponding in Welsh.
  8. 4.4  The UKPS have published standards for acknowledging and replying to all correspondence within a stated time. The same standards set for responding to letters in English will apply to letters in Welsh.
  9. 4.7  Since January 2000 the UKPS has outsourced its telephone service to a national call centre. Callers from Wales receive a bilingual greeting and are given the option to have their call dealt with in either the English or Welsh language.

3.  From our experience of working with the Identity and Passport Service over a period of time, the Board is aware that it is from the IPS's office in Newport that almost all of the agency's Welsh language services are provided. Many of the statements within the agency's Welsh language scheme support the Board's observation:

  1. 2.4  All applications made from addresses in Wales are dealt with by the Newport Passport office.
  2. 3.7  The UKPS main elements of contact with the public are on the telephone and via the application form. In both cases an effective language choice will be offered and the UKPS will ensure that customers who live in Wales will be able to receive a service through the medium of Welsh from the Newport Office. Measures outlined in this Scheme indicate how this will be achieved.
  3. 4.8  Those callers who contact the Newport Office directly will also have the option of an English or a Welsh service.
  4. 4.9  The UKPS will aim to increase in its Newport Office the number of staff competent to transact business in Welsh by offering Welsh language training courses and recruiting Welsh speaking staff where appropriate.
  5. 4.10  The UKPS will offer a Welsh speaking service at our public counter in Newport and ensure that any members of the public who wish to have face-to-face contact are able and welcome to do so in Welsh. A poster will be displayed advertising the fact that this service is available.
  6. 4.12  The UKPS will provide training to staff in Newport who have contact with the public in procedures for dealing correctly with enquiries from customers who prefer to transact their business in Welsh.
  7. 5.14  To ensure that customers in Wales have no difficulty in obtaining bilingual/dual version forms and leaflets, the UKPS will maintain procedures to ensure that the Newport Passport Office and our outlets in Wales have them displayed and that they remain adequately stocked.

4.  Presently, the IPS cannot provide some online services through the medium of Welsh (passport renewals for example). Welsh speakers must therefore continue to access these services through paper procedures if they are to receive a Welsh language service. The Newport Passport Office is currently responsible for administering these procedures.

5.  The IPS has a regional office in Liverpool which is accessible to some members of the public Wales, but it is unable to provide services in Welsh. Closing or seriously reducing the Newport office's capacity, would therefore inevitably cause a very significant reduction to the services provided in Welsh by the IPS.

6.  The IPS provides services that members of the public must use. Failing to deliver these services through the medium of Welsh will cause obvious problems to Welsh speakers.

7.  CONCLUSION

The Conservative Government gave an undertaking during the passing of the Welsh Language Act 1993 that Crown bodies, such as the IPS, would provide services in Welsh in accordance with Welsh language schemes in the same way as other public bodies. I trust therefore that the IPS's capacity to deliver services in Welsh will be protectred when deciding upon changes to the organisation's structure.

8 November 2010



 
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