FOI release

Capita Contact Management service performance from October 2012 to September 2013

Published 8 April 2014

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This publication is available at https://www.gov.uk/government/publications/capita-contact-management-service-performance-from-october-2012-to-september-2013/capita-contact-management-service-performance-from-october-2012-to-september-2013

FOI release 29969.

As of 30 September 2013:

  • Capita has handled 196,200 cases since commencement of the contract on 29 October 2012.

  • Capita has reported that they have been unable to contact 45,200 individuals.

  • Capita has been contracted to progress cases on behalf of the Home Office in circumstances where we do not have a record that a migrant holds valid leave or has already departed the UK. Those individuals who have been refused leave to remain in the UK, or who have had their existing leave curtailed, are being contacted by Capita to discuss the options open to them. Capita seeks to encourage those individuals to regularise their stay, or depart the UK as required.

  • The Home Office continues to assess Capita’s performance against contractually agreed Strategic Service Levels of:

    • Voluntary departures as a percentage of all outcomes achieved (18% of all cases or higher)
    • Barrier On cases referred to the Home Office, or passed to Local Immigration Teams for enforcement action, as a percentage of all outcomes achieved (39% or lower)
    • No contact or no trace as a percentage of all outcomes achieved (43% or lower)

The Home Office monitors quality and performance across the range of Capita contact activity.

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