§ 2. Mr. WallerTo ask the Secretary of State for Social Security what changes there will be in the service provided to claimants when the Benefits Agency comes into operation later this year.
§ The Parliamentary Under-Secretary of State for Social Services (Miss Ann Widdecombe)Customer service will be one of the new agency's core values. The prospect is of a more dynamic organisation, more responsive to change and to the needs of local customers, which gives better value for money to the taxpayer while at the same time providing a sensitive, caring and professional service.
§ Mr. WallerDoes my hon. Friend agree that many benefit offices have left and continue to leave a great deal to be desired in the speed and quality of delivery of service to claimants? Will the Benefits Agency make one of its main priorities an improvement in the quality and speed of service to claimants?
§ Miss WiddecombeThat will be one of the agency's top priorities. When the business plan and targets are published, they will be a source of reassurance. We are aware that the most urgent need is to improve service to customers. I commend the efforts made by the Keighley local office of which I am sure my hon. Friend is aware.
§ Mr. BattleIs the Minister aware that the introduction of the new agency was partly forecast by the introduction of computerisation? As computerisation has been introduced staff have been made redundant in advance of the improvement in service. The result is staff cuts in offices which has reduced the quality of service. Could that matter be considered? In Pudsey, for example, it is a serious problem.
§ Miss WiddecombeOn the introduction of operational strategy we gave a guarantee that there would be no compulsory redundancies and there has been none. We will consider staffing as a result of networking, although we are in consultation with all concerned. So far, reductions have been achieved through natural wastage and voluntary agreement and we hope that that will continue.