§ Baroness Jegerasked Her Majesty's Government:
Whether they are satisfied with the standards of accommodation and service for both staff and applicants in local DHSS offices; and what steps are being taken to improve conditions.
§ Baroness TrumpingtonIt is recognised that not all DHSS local offices are accommodated to the standard the department seeks to achieve. The adequacy and condition of premises are kept under regular review and all possible steps are taken to remedy deficiencies within the resources available to the department and the Property Services Agency, which has the major responsibility for the provision of suitable accommodation.
The standard of service provided in local offices is generally satisfactory but the department is determined to improve standards, particularly in offices where performance is below the average. The department has already taken a number of steps towards this objective. Examples include the recent recruitment to local offices of 5,000 additional staff, and the introduction to local offices of microcomputers.
More specifically, the department has been making a particular effort to improve its service to the public at local level. Staff have joined enthusiastically in such developments as improving facilities for callers, extending advice and information services and building stronger links with statutory and voluntary bodies.
The following examples illustrate the progress local offices are making:
Facilities for callers:
- 29 per cent. of local offices, mainly the busier ones, have introduced enquiry points to provide a more speedy point of initial contact with callers.
- 64 per cent. of public waiting areas have been redecorated in the last two years.
- 93 per cent. have improved their internal signposting and 64 per cent. their external signposting.
- 75 per cent. have easily accessible interviewing facilities for disabled callers and 44 per cent. have specially adapted toilet facilities.
975 - 61 per cent. have provided magazines in waiting areas and 24 per cent. have music or radio in the waiting area.
Advice and information services:
- 47 per cent. have designated specific members of staff to be Local Information Officers.
- 33 per cent. have carried out some form of customer research aimed at improving the service.
- 38 per cent. have run advice desks within their community.
- 43 per cent. have inserted information items in the local press.
Liaison with local organisations:
- 79 per cent. distribute an office directory containing details of office organisation, staff names and telephone extensions.
- 70 per cent. regularly meet representatives of local organisations and 86 per cent. have arranged visits by them to the local office.
Efforts are continuing to build on the progress already made. Further initiatives will spring from the far-reaching reforms arising from the implementation of the 1986 Social Security Act from April 1987 onwards. These will provide additional opportunities for improving standards of service.