§ Mr. Field
Better service is central to our approach to Welfare Reform. Our vision for Active Modern Service is based around people. That means providing an integrated service that is focused on what customers need.
We have therefore asked the Benefits Agency to improve its distribution of publicity material about benefits to the public.
The Benefits Agency will simplify its programme of leaflets and other media, in order to provide better information and allow the customer easier access to the benefits system.
New leaflets will be designed with the customer as the main focus, not the system. The Benefits Agency will then put mechanisms in place to ensure consistent messages across all customer information.
These improvements will cover existing formats and all relevant aspects of electronic media.
The Benefits Agency has recently launched an expanded Website, providing information on benefits, new customer complaints procedure and local office details. The site receives over 12,000 visits a week.