UK Visas and Immigration Telephone Charges

Waiting for an internal review by Home Office of their handling of this request.

Dear Home Office,

The UK Visas and Immigration service provides a 'paid for' helpline for queries about visa applications. The contract to provide this service is let to Sitel UK. Please release the following details:

- The amount of revenue generated by telephone calls to this 'paid for' service in each of month since the contract was first awarded to Sitel;

- The average number of calls per day in each month since the contract was first awarded to Sitel;

- Details of contract monitoring and KPIs used by UK Visas and Immigration to monitor the performance of Sitel in providing this service.

Yours faithfully,

Daniel Bird

FOI Requests, Home Office

Mr. Bird,

Thank you for contacting the Home Office with your request.

This has been assigned to a caseworker (case ref 45916). We will aim to send you a full response by 20/11/2017 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

FOI Responses, Home Office

4 Attachments

 

[1]Logo for letterhead.png  

   

                     

 

Dear Mr Bird

 

FOI 45916

 

Please find attached a letter in response to your FOI request of 23
October 2017.

 

Yours sincerely

 

 

CCT FOI

Customer Performance & Improvement

 

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Dear Home Office,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Home Office's handling of my FOI request 'UK Visas and Immigration Telephone Charges'.

The request for information about call revenue and call volumes has been declined due to the information being commercially sensitive. Whilst I accept that the call revenue figure may be commercially sensitive, I do not agree that information about call volumes can be so classified. I have a legitimate interest in understanding the pattern of call volumes over time and I do not consider it fair to override this interest with a blanket refusal on the basis of commercial sensitivity.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/u...

Yours faithfully,

Daniel Bird