HL Deb 19 December 1988 vol 502 cc1125-6

2.50 p.m.

Baroness Blatch asked Her Majesty's Government:

What the Department of Social Security is doing to improve its service to its customers.

Lord Skelmersdale

My Lords, the social security reforms that were introduced last April are admitted by claimants and local offices alike to be easier to understand and explain. In the longer term, the computerisation of social security operations will make an increasing impact from mid-1989 onwards in improving service delivery standards.

Baroness Blatch

My Lords, I thank the Minister for a second encouraging reply. Can he suggest when we might see some of the results of the improved efficiency in order that, together with the Government's policy of targeting benefits, those in greatest need also benefit from an improved DHSS counter service?

Lord Skelmersdale

My Lords, as regards accuracy, the improvements are already coming through. As to operational strategy, we are achieving this faster than intended. The completion date has been brought forward by nine months to mid-1991.

Baroness Seear

My Lords, can the noble Lord say what improvements have been made in the training of counter staff who have the very difficult job of face-to-face relationships with people who are often very disturbed and anxious?

Lord Skelmersdale

My Lords, the noble Baroness is absolutely right. As in other jobs involving a face-to-face relationship with the claimant, client or customer, training for those implementing the social security reforms was conducted well in advance. That training is continuous where it can be seen that it will be effective in either explaining or utilising the new rules to the fullest extent.

Lord Banks

My Lords, can the noble Lord say what proportion of claims are now being adjudicated within the legal time?

Lord Skelmersdale

My Lords, how long it takes depends on the kind of claim. The fact that the operation is so much simpler both in terms of rules and explanation of the new benefits will mean higher and speedier achievement times.

Baroness Turner of Camden

My Lords, is the Minister aware that many DHSS offices are rather squalid and understaffed places and that poor and underprivileged people often have to wait in long queues for hours before receiving attention and being handed their benefit? Will the Minister give the House assurances that steps will be taken to remedy that situation? Perhaps the Minister himself might make unannounced visits from time to time to offices in some of the more underprivileged areas?

Lord Skelmersdale

My Lords, that is a valuable suggestion. I have not so far made an unannounced visit. However, I have made various announced visits to social security offices up and down the country. Those will continue. We are increasing our major new works in social security offices at a cost of over £150,000. In 1986–87 we had one such work; in 1988–89 we have 15. There were 11 in the intervening year. We are also more than doubling the capital value of such works from £3 million to £7 million comparing this financial year with the next.