HC Deb 10 December 2001 vol 376 cc611-2W
Mr. Webb

To ask the Secretary of State for Work and Pensions what assessment he has made of the integrated claim form piloted in the ONE callcentre pilots. [17998]

Mr. Nicholas Brown

As part of the ONE delivery evaluation programme research was carried out among clients and staff, including views on the Integrated Claim Form (ICF).

Around 48 per cent. of Call Centre clients in 2000–01 used the ICF to claim two or more benefits. Clients thought the Call Centre process was generally more convenient and they welcomed help in completing complicated forms, although the service was sometimes hampered by IT problems. Clients liked ICFs because they received a partly completed claim form and it reduced the number of forms that they had to complete. The ICF also advises clients as to what will be required at their Personal Adviser (PA) meeting.

Mr. Bercow

To ask the Secretary of State for Work and Pensions if he will make a statement on the(a) costs and (b) benefits of the ONE pilots introduced in June and November 1999. [19038]

Mr. Nicholas Brown

ONE has a comprehensive evaluation programme designed to assess its costs and benefits. We expect final results from the cost benefit analysis to be available in winter 2002–3.

Published findings from the voluntary phase of ONE and the early findings from the full participation phase of ONE, which assess the impact of ONE, are available on the Department's website and in the Library.