Benefits Administration (Hansard, 2 December 1993)

§ Mr. Burt

The administration of social security benefits is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Mr. M. Bichard to Mr. Harry Greenway, dated 1 December 1993: As Chief Executive of the Benefits Agency it is my responsibility to answer questions about relevant operational matters. I am therefore replying to your recent Parliamentary Question to the Secretary of State for Social Security, asking what assessment he has made of the administration from Glasgow of Department of Social Security benefits to Ealing. Between August 1989 and June 1991 the processing work of 21 London offices was relocated to three Benefit Centres; at Glasgow, Belfast and Ashton in Makerfield. Both Euston and Ealing districts had their work relocated to Glasgow Benefits Centre. It was envisaged that the Benefits Agency's service to its customers would be improved by moving work which did not require face to face contact with the public away from hard pressed London offices. Since the processing of claims from benefit customers in Ealing was relocated in 1991, there has been a general improvement in service delivery. As regards Income Support (IS), which is the most frequently claimed benefit, the number of days it takes to clear a claim have been reduced by half. Currently it takes, on average, seven days to clear an IS claim. Furthermore, accuracy on IS claims has improved from 71 per cent. of claims being processed accurately, prior to relocation, to a rate of 85 per cent. currently. Similar improvements have been achieved on claims to Sickness Benefits. Prior to relocation it took on average, 29 days to clear a claim, whereas now it takes nine days. The accuracy of processing these type of claims has improved from 92.7 per cent., prior to relocation, to 94.3 per cent. currently. If you require any further specific information about the administration of benefit claims from Glasgow I would be happy to provide it. I hope that you find this reply helpful. A copy will appear in the Official Report and a copy will also be placed in the Library.