HC Deb 14 November 1988 vol 140 cc446-7W
42. Mr. Ian Bruce

To ask the Secretary of State for Social Security what progress has been made on the computerisation of the benefits system.

Mr. Peter Lloyd

We have made very good progress over the last year with the operational strategy, our programme to computerise the administration of social security benefits. After several years of intense groundwork this ambitious programme is now coming to fruition. Implementation of the first systems is now beginning and over the next few years they will transform social security operations, bringing substantial benefits to taxpayers and clients alike.

The major achievements of the last year have been:—

  1. (a) the development of new systems, based on the microcomputers already installed in local offices, to help administer income support and the social fund;
  2. (b) the development and implementation of a wholly new mainframe computer system to administer the new family credit. This success is particularly significant since the system was built to full operational strategy standards in face of an ambitious timetable and is now proving technically first-rate. It is the first system automatically to assess claims, issue payments, keep records and provide direct "on-line" access for staff enabling them to deal rapidly with inquiries;
  3. (c) the completion of phased implementation of the terminal replacement and inquiry service project which provides unemployment benefit offices with direct access to computer records for inquiry and update purposes. TRES is now working in all unemployment benefit offices and has brought major improvements in efficiency, service to the public and job satisfaction for staff. Work is now under way on the project to replace the existing national unemployment benefit system with an upgraded system built to operational strategy standards;
  4. (d) the implementation last month in the first two pilot local offices of the departmental central index and an early version of the new pensions system. The DCI provides a central index of all clients and represents 447 the first step towards the "whole person" approach whereby each clerk will be able to deal with all aspects of an individual client's social security business. The pensions system currently being piloted is the forerunner of a larger system which will automate the assessment and payment of pensions and provide staff with direct access for inquiries;
  5. (e) the completion of the bulk of design, programming and initial testing on the local office project which will provide assessment, payment, record-keeping and inquiry services for staff dealing with income support. The system is currently undergoing final testing before beginning live operations in the first pilot offices at the end of February 1989.

The new pensions, DCI and LOP systems will be run in a number of pilot local offices in Scotland and the north-west until next autumn. During this period they will be monitored and evaluated before they are gradually extended to all local offices during the period 1989–92. Overall, the implementation of the operational strategy will represent one of the most radical improvements in the history of social security.

Mr. Terry Fields

To ask the Secretary of State for Social Security when he last discussed with trades unions representatives of social security staff the question of computerisation within his Department's offices and the resolution of any problems associated with changed work practices; if he will take steps to ensure that evaluation will have a scientific basis and that the system will not mean any deterioration of service to the public or conditions of staff; and if he will ensure that any trials of computers in local offices are done over an acceptable period of time after consultation with representative organisations.

Mr. Peter Lloyd

The Department is currently engaged in a large-scale computerisation programme designed to transform the administration of social security. The primary objectives of the programme are to improve service to the public, provide more satisfying jobs for our staff and to reduce administrative costs by improving efficiency. This programme has been discussed with trade union representatives throughout its development and these discussions, which include issues associated with changes in working practices, are continuing on a regular monthly basis. The new computer systems are being extensively tested prior to their release and are then being run in a limited number of pilot offices prior to national implementation. This period of pilot running began last month and will continue until the middle of next year. During this period we will be carefully monitoring and evaluating the systems using an objective evaluation package which is currently being developed.

Among the criteria covered will be the need to maintain standards of service to the public.