HC Deb 24 July 1996 vol 282 cc568-70W
Dr. Lynne Jones

To ask the Secretary of State for Social Security what representations he has received about the abolition of the DSS freeline. [375801

Mr. Roger Evans

I have received 81 representations from hon. Members and six representations from members of the public.

Dr. Jones

To ask the Secretary of State for Social Security what action he is taking to ensure that staff in local offices have the necessary expertise to(a) provide an overview of services and benefits available, (b) offer advice about maximising benefit entitlement and (c) deal with the other types of inquiries previously dealt with by the freeline; and what plans he has to ensure that these services are quickly and readily available to telephone callers. [37581]

Mr. Evans

The provision of advice on benefits is an operational matter for Peter Mathison, the chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Dr. Lynne Jones, dated 23 July 1996: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking what action he is taking to ensure that staff in local offices have the necessary expertise to (a)provide an overview of services and benefits available, (b)offer advice about maximising benefit entitlement and (c)deal with the other types of inquiries previously dealt with by the Freeline; and what plans he has to ensure that these services are quickly and readily available to telephone callers. The Benefits Agency (BA) is working towards a vision to provide an efficient service which offers reliable advice and pays the right money to the right person, at the right time, every time. The BA Customer Service Requirement issued in April this year was developed to establish a minimum level of customer service throughout the Agency. These minimum standards are displayed in all public caller areas. The BA customer charter also sets out the standards of service that have to be provided by the BA. Staff in local offices receive guidance on the full range of benefits as part of their initial and ongoing training and development. Staff have access to benefit computer systems and individual customer details, and are well placed to advise callers accurately on their entitlement to benefit. All staff have been made aware of the closure of Freeline. Any callers who may have contacted Freeline previously will be referred either to a section able to deal with general enquiries or to a relevant expert on a particular benefit. All BA offices have access to the Integrated Benefit Information System which staff can use to provide general benefit advice. The BA has made considerable investment in its telephone services and infrastructure over the last two and half years and by October 1996 all sites will have Direct Dial facilities. This will improve access for customers and reduce costs. I hope you find this reply helpful.

Mr. Redmond

To ask the Secretary of State for Social Security what sources of help will be available for clients following the closure of the Benefits Agency freephone advice line; and if he will make a statement. [38329]

Mr. Evans

This is an operational matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Mr. Martin Redmond, dated 24 July 1996: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking what sources of help will be available for clients following the closure of the Benefits Agency freephone advice line; and if he will make a statement. Following the closure of Freeline help and advice will be available for customers through the Agency's network of local benefit offices. The closure of Freeline will allow resources to be refocused so that the customer is in touch with the staff who administer their claims or who can directly link the benefits available with the specific personal details of the customer. Benefit literature is readily available in local offices, post offices and numerous other outlets. Customers with disabilities may still ring the Benefit Enquiry Line free of charge for help and advice. I hope you find this reply helpful.

Mr. Redmond

To ask the Secretary of State for Social Security how many telephone inquiries the Benefits Agency freephone advice line has received in each month since January; and if he will provide a breakdown of the nature of the advice requested. [38328]

Mr. Evans

This is an operational matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Mr. Martin Redmond, dated 23 July 1996: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking how many telephone enquiries his Benefits Agency (BA) freephone advice line has received in each month since January; and if he will provide a breakdown of the nature of the advice requested. The information is not available in the format requested. The number of calls received has been taken to mean the number of calls answered by an adviser. Due to the confidentiality of the Freeline service records were not kept about the nature of the advice sought or provided. However, research for the BA's National Customer Survey 1995 indicated that 37% of customers telephoned Freeline to find out about eligibility, 25% for general information and 29% for issues relating to individual benefit enquiries.

The number of calls answered are shown in the table below:

1996 Number
January 215,546
February 238,494
March 290,787
April 231,067
May 293,542
June 223,692
July (up to 12 July) 59,957

Figures are provisional and subject to change. I hope you find this reply helpful.

Ms Lynne

To ask the Secretary of State for Social Security what plans his Department has to monitor the effects of the closure of the national Benefits Agency inquiry freeline on the take-up of income-related benefits. [39232]

Mr. Evans

This is a matter for Peter Mathison, chief executive of the Benefits Agency. He will write to the hon. Member.

Letter from Peter Mathison to Ms Liz Lynne, dated 23 July 1996: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking what plans his Department has to monitor the effects of the closure of the national Benefits Agency Enquiry Freeline on the take-up of income related benefits. In my letter dated 3 July I explained it was not anticipated that the closure of Freeline would have any material impact on the take up of income related benefits. There was no monitoring of the take up of income related benefits when Freeline was open and there are currently no plans to monitor the take up now Freeline has closed. Thank you for allowing me to explain the position.