§ Mr. David Nicholson
To ask the Secretary of State for Social Security how his Department's agencies will improve service to the public.
§ Mr. Peter Lloyd
The establishment of agency status for Social Security operations will enable us to carry forward and strengthen our existing strategy for improving service to the public.
In particular agencies will ensure:delegation of decision-making to the lowest possible level giving a quicker, more sensitive response to local needs; clear objectives for the quality of service to be achieved, expressed as performance targets, and;effective performance measurement to ensure that those targets are met.