§ Mr. BayleyTo ask the Secretary of State for Social Security (1) how many Benefits Agency local offices displayed information on their local performance in July 1993; and what indicators were used;
(2) what new national targets for benefit services were published in 1992–93; and what reports were published by the Benefits Agency on how it performed against existing targets;
(3) how many Benefits Agency districts had published local performance targets by July 1993; and to what extent they were being met.
§ Mr. BurtPerformance targets within the Benefits Agency are a matter for Mr. Michael Bichard, the agency's chief executive. He will write to the hon. Member.
372WLetter from Michael Bichard to Mr. Hugh Bayley, dated 8 February 1994:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Questions asking about local and national performance targets within the Benefits Agency (BA).I am pleased to say that by the end of January 1993 all BA districts had published Local Charter Standard Statements which included local performance targets. Information as to how individual districts performed against these targets is not available as it is not collated centrally. I have, however, provided at appendix A the national year to date performance against targets, as at December 1993, for District benefits.Local Charter Standard Statements are displayed in all local offices and contain local standards of service. As many local standards are focused on the specific needs of the local customer population it is not possible to give a complete list of all indicators used. However, in general, Income Support clearance targets, Social Fund clearance targets, and waiting times are the most likely, and most usually displayed.From April 1994 we will be collecting centrally information on how districts are performing against national targets.Details of the new national targets for benefit services published in 1992–93 are provided at appendix B. These include targets for new benefits introduced, and new targets for existing benefits. The Benefits Agency Annual Report and Account published in July 1993 provides details on how the Agency performed against existing targets.I hope you find my reply helpful.
Appendix A Field operations—year to date performance 1993–94 Target Achievement to December 1993 Income support Claims 71 per cent. in 5 days 74.3 90 per cent. in 13 days 89.9 Accuracy 96 per cent. 90.8 Changes 65 per cent. in 2 days 91.3 95 per cent. in 6 days 96.2 Appeals 68 per cent. in 28 days 72.1 95 per cent. in 90 days 94.5 Social Fund Crisis Loans on the day the need arises 96.3 Community Care Grants 65 per cent. in 7 days 78.7 95 per cent. in 20 days 96.7 Budget Loans 65 per cent. in 6 days 75.3 95 per cent. in 20 days 97.3 Incapacity Benefits Sickness Benefit/Invalidity Benefit Claims 65 per cent. in 10 days 72.2 95 per cent. in 30 days 94.2 Accuracy 96.5 per cent. 96.1 Retirement Pension Claims 65 per cent. in 60 days 68.7 95 per cent. in 60 days 94.5 Changes 65 per cent. in 5 days 83.4 95 per cent. in 15 days 96.1 373W
Appendix B New Target Areas—1992–93—Plus improvements to 1991–92 Targets Benefit Area Per cent. Target Days Retirement Pension Post Award System Activity 65 5 (PASA) 95 15 Disability Living Allowance Claims 60 30 95 55 Disability Living Allowance Accuracy 96 — Disability Living Allowance Special Rules Cases 80 10 90 15 Disability Living Allowance Reviews 60 55 95 75
Benefit Area Per cent. Target Days Disability Working Allowance Claims 95 5 Disability Working Allowance Accuracy 95 — Disability Working Allowance Renewal Claims— 60 15 Employed 75 25 Disability Working Allowance Renewal Claims— 60 20 Self Employed 90 30 Disability Working Allowance Reviews 75 10 90 20 Disability Working Allowance Appeals 30 15 60 25 90 35 Attendance Allowance 65+ Claims 60 35 95 60 Attendance Allowance 65+ Reviews 60 61 95 81 Attendance Allowance 65+ Special Rules Cases 80 10 90 15 Income Support Claims — 4 Income Support Accuracy 94 — Family Credit Claims 60 13 Family Credit Accuracy 94 — Social Fund Budget Loans — 5 Invalid Care Allowance Claims 60 29 95 129 Legal Aid Applications 80 20 Central Pensions Branch Appeals 65 30 Overseas Branch Appeals 55 30
§ Mr. BayleyTo ask the Secretary of State for Social Security what proportion of local offices have been refurbished since June 1991.
§ Mr. BurtThe refurbishment of DSS local offices is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member with such information as is available.
Letter from Michael Bichard to Mr. Hugh Bayley, dated 8 Feburary 1994:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking about the proportion of local offices which have been refurbished since June 1991.All local offices will undergo some form of refurbishment in the course of the year. This can range from simple redecoration, through the upgrading of specific areas, to large scale works involving the decanting of staff whilst major structural work is carried out.Minor refurbishment (costing less than £5,000), to improve both staff and public areas as part of general building management, is carried out at the discretion of local management. Records of this type of work are not collated centrally, and it is not therefore possible to give details of this work since June 1991.However, figures for refurbishment projects costing more than £5,000, ie the refurbishment of a public caller area, are collated centrally, and are available. Records of these projects indicate that since the start of the 1991–92 financial year 68 per cent. of DSS local offices have been refurbished in some way or another since April 1991.I hope you find this reply helpful.