§ Mr. BayleyTo ask the Secretary of State for Social Security (1) what percentage of the population is served by local offices offering a single point of contact for help and information;
(2) what action his Department has taken in response to his one-stop consultation paper.
§ Mr. BurtFollowing overwhelmingly positive responses to the one-stop discussion paper, my right hon. Friend the Secretary of State announced on 9 September a national programme whereby all Benefits Agency district offices will provide a one-place service.
The one-place programme will mean that customers will be able to:
obtain advice and information on all benefits from their local Benefits Agency office;lodge a claim for any benefit at a local office, (regardless of where that benefit is processed) report a change of circumstance, receive reliable advice about the claim to benefit from that local office.The Benefits Agency has issued to all its managers a national customer service definition so that staff are clear about the level and scope of service to be delivered.
212WThe Benefits Agency has 159 districts with over 470 outlets. The national customer service definition will ensure that all customers will be able to receive a one-place service throughout the country by July 1994.
Although there are no figures available as to the number of Benefits Agency district offices already providing this service, work is under way to establish the current position and ensure that this level of service will be in place by July 1994.