§ Mr. WigleyTo ask the Secretary of State for Social Security what guidelines he has issued to the benefits agency on the balance between maintaining the level of service to the public and cost-cutting exercises.
§ Miss WiddecombeThe balance between service delivery and cost is achieved through the process of agreeing aims, objectives and targets. My right hon. Friend the Secretary of State has agreed the aims, objectives and targets for 1991–92 with the chief executive of the Benefits Agency. These are set out in the agency's business plan which is published and available in the Library. The targets cover service delivery, efficiency, budgetary performance and customer satisfaction.