{"id":507696,"date":"2026-04-01T20:41:10","date_gmt":"2026-04-01T20:41:10","guid":{"rendered":"https:\/\/www.newsbeep.com\/uk\/507696\/"},"modified":"2026-04-01T20:41:10","modified_gmt":"2026-04-01T20:41:10","slug":"serco-wins-63-million-contract-to-modernise-ukvi-hm-passport-office-and-moj-contact-centres","status":"publish","type":"post","link":"https:\/\/www.newsbeep.com\/uk\/507696\/","title":{"rendered":"Serco wins \u00a363 million contract to modernise UKVI, HM Passport Office and MoJ contact centres"},"content":{"rendered":"

\"Serco <\/p>\n

Outsourcing giant Serco announced this morning that it has secured a \u00a363 million, five-year contract to operate a consolidated contact-centre platform for UK Visas & Immigration (UKVI), HM Passport Office (HMPO) and the Ministry of Justice. Going live in July 2026, the service will provide 24\/7 multilingual support via phone, web-chat and SMS. The move is more than a simple tech refresh. It forms part of the Home Office\u2019s wider push to create a \u201csingle front door\u201d for immigration and passport enquiries in advance of the full e-Visa roll-out slated for late 2026. Serco\u2019s bid emphasised AI-driven triage and \u201cright-first-time\u201d resolution to cut abandoned calls and reduce the number of cases that escalate to costly in-country appointments. <\/p>\n

For mobility professionals the upgrade should\u2014if delivered as promised\u2014translate into faster responses on application-status updates, BRP errors and biometric-appointment rescheduling.<\/p>\n

\"Serco<\/p>\n

For organisations that prefer a human touch while these changes bed in, VisaHQ\u2019s London team (https:\/\/www.visahq.com\/united-kingdom\/<\/a>) can step in to handle e-Visa submissions, BRP corrections and passport renewals end-to-end, sparing HR teams from long call-centre queues and helping applicants get it right the first time.<\/p>\n

UKVI\u2019s own data show average call-waiting times ballooned to 22 minutes in Q4 2025; the target under the new contract is under five minutes. Serco will also handle outbound comms to applicants, including proactive SMS reminders that an e-Visa has been issued or that an ETA is about to expire. This should lessen the compliance risk of travellers arriving without proof of immigration status once physical vignette stickers are phased out. Employers should keep an eye out for revised service-level agreements (SLAs) and potentially new premium-rate numbers. In the meantime, the existing paid-email service remains in place until migration to the new platform is completed early next year.\n <\/p>\n

British Visas & Immigration Team<\/a> @ VisaHQ<\/a><\/p>\n

VisaHQ’s expert visas and immigration team helps individuals and companies navigate global travel, work, and residency requirements. We handle document preparation, application filings, government agencies coordination, every aspect necessary to ensure fast, compliant, and stress-free approvals.<\/p>\n","protected":false},"excerpt":{"rendered":"Outsourcing giant Serco announced this morning that it has secured a \u00a363 million, five-year contract to operate a…\n","protected":false},"author":2,"featured_media":463384,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[59,57,58,50,56,54,55],"class_list":{"0":"post-507696","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-united-kingdom","8":"tag-gb","9":"tag-great-britain","10":"tag-greatbritain","11":"tag-news","12":"tag-uk","13":"tag-united-kingdom","14":"tag-unitedkingdom"},"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/507696","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/comments?post=507696"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/posts\/507696\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media\/463384"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/media?parent=507696"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/categories?post=507696"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/uk\/wp-json\/wp\/v2\/tags?post=507696"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}