HC Deb 03 February 1992 vol 203 cc16-7
39. Mr. Andrew Mitchell

To ask the Minister for the Civil Service if he will make a statement on the "next steps" programme.

The Minister of State, Privy Council Office (Mr. Tim Renton)

"Next steps" is progressing well. We plan to launch at least a dozen more agencies in April, when 50 per cent. of the civil service will be working fully on "next steps" lines. Agencies are achieving targets and are at the forefront of delivering the better services called for by the Government's citizens charter.

Mr. Mitchell

Is it not absolutely clear that the "next steps" agency approach of the 1980s proved extremely successful in improving accountability, promoting a better service to the public and giving agency employees greater job satisfaction? Does my right hon. Friend agree that, in the 1990s the citizens charter, particularly the charter mark, should continue and intensify those excellent developments?

Mr. Renton

Yes, I agree. I certainly hope that every executive agency will apply for a charter mark, which will be seen as a clear reward to those in public service who provide customer satisfaction, which all too often in the past has been sadly missing. That position has already changed with the executive agencies, and the improvement will be rewarded with the charter mark.

Mr. Flynn

Is the Minister aware of the increasing acts of violence and threats against Benefits Agency staff by claimants? Is he aware that there has been at least one case in which, having seen a name badge, a claimant looked in the phone book and traced the Benefits Agency employee to his home. Is it not about time to bring to a halt the silly idea which threatens the safety of Benefits Agency staff?

Mr. Renton

I am surprised to hear the hon. Gentleman say that. I have been to the Benefits Agency in my constituency, where the manager and staff made it plain to me that if staff were concerned about their safety they would not wear a name badge—but most of them want to because they want to be able to be identified by the public, so that if someone rings up a week later he can identify the person to whom he spoke a week before. I suggest that the hon. Gentleman talks more to the Benefits Agency in his constituency to persuade its members of the wisdom of adopting this course.