§ 24. Mr. ShersbyTo ask the Secretary of State for Social Security what changes have occurred in the last year in the quality of service to claimants of income support; and if he will make a statement.
§ Mrs. Gillian ShephardThere have been significant improvements in the quality of service provided to claimants of income support during the past 12 months. For example, the average time taken to clear income support claims improved by 4 per cent. (to 4.7 days) whilst the error rate fell by 13 per cent. (from 9.1 per cent. to 7.9 per cent.).
76WIn addition, the service provided in London is being improved by relocating work which does not require face-to-face contact away from 21 London offices to areas where recruitment and retention of staff is easier. There is already substantial evidence that significant improvements in accuracy, clearance times and quality of service are being made.
The programme to computerise income support, which was implemented in 95 local offices in 1989–90, and will be extended to all offices by 1991, is bringing major improvements in service to the public enabling staff to process claims more accurately and quickly.