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Telephone Services: Remote Working

Question for Cabinet Office

UIN HL14782, tabled on 12 April 2021

To ask Her Majesty's Government what minimum standards they require from providers in the procurement of call centre operations regarding (1) the surveillance, and (2) other working conditions, for remote-working staff.

Answered on

26 April 2021

The Contact Centre Services framework agreement (RM3815) has minimum security standards for technology and people vetting, as well as standards in place for data protection (GDPR) within the framework agreement terms and conditions that all suppliers must adhere to.

Customer authorities may put in place call-off contracts with Service Level Agreements where suppliers will need to report on staff's availability to answer/handle calls.

However, specific call off clauses agreed between suppliers and customers concerning surveillance and working conditions of remote workers are not reported back centrally to the Crown Commercial Service.

Answered by

Cabinet Office