§ Mr. Tony LloydTo ask the Secretary of State for Social Security when he proposes to begin to monitor customer service and efficiency at local social security offices following staff changes.
§ Mr. Peter LloydThe Department monitors customer service and efficiency in two main ways. First, clearance times for claims and accuracy of payments are monitored on at least a monthly basis in order to remedy problems 29W when performance falls below target levels. At present 50 per cent. of local social security activity is monitored in this way and from April 1989 this will increase to 75 per cent. Secondly, the Department also monitors the quality of service in several other key areas such as caller waiting times, telephone service, correspondence, and interviewing, and additionally does local customer opinion sampling about service standards.
§ Mr. Tony LloydTo ask the Secretary of State for Social Security if he will give details by local office of changes in staffing for social security in the north-west region between March 1988 and now and planned cuts over the next 12 months.
§ Mr. Peter LloydThe information requested is as follows:
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Local office complements: North western region Office 1 March 1988 1 February 1989 Accrington 122 103.71 Ashton 162 129.78 Barrow 120 113.18 Belle Vale 135 105.69 Birkenhead North 231 197.91 Birkenhead South 147 131.69 Blackburn 218 186.78 Blackpool North 245 215.79 Blackpool South 125 119.42 Bolton 287 248.87 Bootle 166 140.05 Breckfield 176 168.52 Burnley 236 199.16 Bury 219 206.77 Buxton 39 32.33 Carlisle 122 106.13 Central 107 97.07 Cheetham 165 139.10 Chester 140 120.25 Chorlton 127 113.14 City 123 103.62 Crewe 144 127.92 Crosby 127 107.86 Edge Hill 119 157.01 Ellesmere Port 104 83.76 Failsworth 183 149.78 Farnworth 129 110.11 Garston 113 93.22 Huyton 189 171.15 Hyde 141 123.27 Kendal 51 43.43 Kirkby 222 186.13 Lancaster 169 146.46 Leigh 157 125.85 Longsight 162 138.07 Macclesfield 72 60.47 Middleton 124 103.64 Norris Green 73 61.10 Northwick 103 57.28 Oldham 248 194.51 Openshaw 117 122.65 Penrith 37 31.54 Preston North 166 152.49 Preston South 157 137.91 Rochdale 183 154.55 Rossendale 78 68.96 Rusholme 182 146.69 St. Helens 265 208.23 Sale 197 158.15 Salford North 208 173.57 Salford South 152 119.05 Skelmersdale 141 127.39 Southport 128 107.47 Stockport North 163 136.33 Stockport South 144 125.58 Toxteth 196 147.77
Office 1 March 1988 1 February 1989 Wallasey 151 124.41 Warrington 226 188.76 West Derby AO1 94 68.19 West Derby NIO1 50 — Whitehaven 76 60.03 Widnes 194 157.99 Wigan 272 227.95 Wilmslow 51 47.24 Workington 84 72.16 Wythenshawe 192 149.32 Total 9,946 8,473.43 The numbers will continue until April 1989. Firm figures from April 1989 are not yet available. 1 West Derby area office and West Derby national insurance office were combined to form the West Derby integrated local office on 11 January 1989.