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Concentrix: Standards

Question for HM Treasury

UIN 24943, tabled on 29 January 2016

To ask Mr Chancellor of the Exchequer, whether Concentrix has met its targets set in its service level agreement.

Answered on

8 February 2016

In HM Revenue and Customs’ contract with Concentrix there are three Key Performance Indicators. These cover post and telephony expectations, and all three are currently being met. There is also one Quality Performance Indicator, where the most recent indicative result is 95.2% against an expectation of 97%.

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