§ Mr. FlynnTo ask the Secretary of State for Social Security when he expects the target clearance rates for new claims and reviews of disability living allowance and attendance allowance to be met.
§ Mr. ScottThe administration of disability living allowance is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member and a copy will be placed in the Library.
216WLetter from Michael Bichard to Mr. Paul Flynn, dated 18 January 1993.
As Chief Executive of the Benefits Agency, it is my responsibility to answer questions about relevant operational matters. I am therefore replying to the points raised in your recent Parliamentary Question to the Secretary of State for Social Security asking when we expect the target clearance rates for new claims and reviews of Disability Living Allowance (DLA) and Attendance Allowance (AA) to be met.The most recent clearance performances during the month of December are 55 per cent. (DLA) and 54.4 per cent. (AA65+) against targets of 60 per cent. cleared in 30 and 35 days respectively. The numbers of new claims on hand is reducing month by month and we will continue to give detailed management attention to achievement of targets during the remainder of the current financial year.As far as DLA and AA65+ reviews are concerned, we are recruiting and deploying additional staff at Fylde and elsewhere to deal with the arrears. A profiling exercise is in progress to establish the effect of these extra staff against the backlog of work and expected intake and we will soon be able to predict a date for achievement of clearance targets. I will continue to take a close personal interest in the progress of performance.I hope you find this reply helpful. A copy will appear in the Official Report. A copy will also be placed in the Library.
§ Mr. FlynnTo ask the Secretary of State for Social Security if he will provide details of the training provided to(a) benefits inquiry line staff and (b) adjudication officers working on disability living allowance and attendance allowance, including the dates and duration of training courses provided on these benefits; what percentage of the annual training budget for these benefits has already been spent; and what plans he has to increase this budget in real terms in the financial year 1993–94 and in subsequent years.
§ Mr. ScottThe administration of disability living allowance is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member and a copy will be placed in the Library.
Letter from Michael Bichard to Mr. Paul Flynn, dated 18 January 1993:
As Chief Executive of the Benefits Agency, it is my responsibility to answer questions about relevant operational matters. I am therefore replying to the points raised in your recent Parliamentary Question to the Secretary of State for Social Security. You asked for details of training provided to (a) Benefits Inquiry Line staff and (b) adjudication officers working on Disability Living Allowance and Attendance Allowance, including the dates and duration of training courses provided on these benefits; what percentage of the annual training budget for these benefits has already been spent; and what plans he has to increase this budget in real terms in the financial year 1993–94 and in subsequent years.Initial training for Benefits Inquiry Line staff is covered within a period of 6 weeks. In this time all trainees are given a basic awareness of all Social Security benefits. Further benefits training is given which enables the trainees to calculate comfortably various Social Security benefits, and how to use these calculations. I shall write to you again with details of the dates of these training courses.In addition to the basic benefits training the advisers training also incorporates:
- Disability awareness
- Listening in—(trainees listen to calls with an experienced adviser)
- Supervised calls—(trainees take first calls with experienced advisers)
217 - Telephone techniques
- A visit to a District office.
Training for Adjudication Officers based on the Fylde DLA Unit began in November 1991. There were approximately 7 courses running at any one time with 12 people on each course between November 1991 and March 1992. The duration of each course is 22 days.
At the Fylde Attendance Allowance Unit (AAU) seven courses were held and were attended by 70 adjudication officers. Six courses of 4 weeks duration were held for existing staff and one course lasting 6 weeks for new entrants. The dates of these courses were
- 6 January 1992 to 31 January 1992 (2 courses)
- 17 February 1992 to 13 March 1992
- 17 February 1992 to 27 March 1992
- 27 April 1992 to 25 May 1992
- 7 September 1992 to 2 October 1992
- 5 October 1992 to 30 October 1992.
Training for adjudication staff for both benefits in the DBCs was mainly undertaken during January, February and March 1992. The courses were held on different dates and locations but were all approximately five weeks in length.
On the question of training budgets, for DLA 73 per cent. of the annual training budget has been spent as at the end of December. For AA this figure is 88 per cent. It is too early to say what the training budget will be for the financial year 1993–94 and subsequent years.
I hope you find this reply helpful. A copy will appear in the Official Report. A copy will also be placed in the Library.
§ Mr. McMasterTo ask the Secretary of State for Social Security (1) what is the average number of inquiries received each day on applications for disability living allowance by(a) the hotline established to serve hon. Members and (b) other units of his Department since the benefit was introduced; what is the current backlog of applications for the allowance; what is his target date for clearing this backlog; and if he will make a statement;
(2) what is (a) the target and (b) the average length of time taken to determine an application for the disability living allowance; and if he will make a statement.
§ Mr. ScottThe administration of disability living allowance is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member and a copy will be placed in the Library.
Letter from Michael Bichard to Mr. Paul Flynn, dated 18 January 1993:
As Chief Executive of the Benefits Agency, it is my responsibility to answer questions about relevant operational matters. I am therefore replying to the points raised in your recent Parliamentary Question to the Secretary of State for Social Security. You asked what is the average number of enquiries received each day on applications Disability Living Allowance by (a) the hotline established to serve honourable Members and (b) other units of his Department since the benefit was introduced; what is the current backlog of applications for the allowance what is his target date for clearing this backlog. You also asked what is (a) the target and (b) the average length of time taken to determine an application for the Disability Living Allowance (DLA).Significant numbers of individual customers have contacted offices of the Benefits Agency concerning the delay in their payments. Information is not available on the precise number of representations received but I can assure you that we endeavour to answer enquiries as quickly as possible. The average daily number of enquiries received on the hotline established for honourable Members to use is 35. This is over the period 6 July 1992 to 8 January 1993.On the question of target clearance times I should explain that the Benefits Agency introduced a standard performance 218W measure across benefits some time ago. This is expressed in terms of clearance targets by x per cent. of claims cleared in y days rather than average clearance times as was previously the case. The most recent clearance performances during the month of December are 55 per cent. for DLA and 54.4 per cent. for AA65+ against targets of 60 per cent. cleared in 30 and 35 days respectively.The numbers of new claims on hand is reducing month by month and we will continue to give detailed management attention to achievement of targets during the remainder of the current financial year. I have expressed my regret for the delays which occurred following the introduction of this new benefit. I am pleased to say that claim levels for Disability Living Allowance have stabilised and work on hand has now reduced to normal levels.I hope you find this reply helpful. A copy will appear in the Official Report. A copy will also be placed in the Library.