§ 46. Mr. JackTo ask the Secretary of State for Social Security what effect the changes in the benefit system and computerisation have had on the speed of service provided by his Department.
§ Mrs. Gillian ShephardThe speed of service has improved since the introduction of the 1988 social security reforms and the first stages of computerisation. The reforms have made the scheme easier for the public to understand and, combined with computerisation, easier for the staff to operate. As a result, so far in 1989–90, there has been a 20 per cent. improvement in the average time taken to process income support claims compared with 1987–88 and a 24 per cent. reduction in the average time income support and social fund callers spend in our offices.
§ 79. Mr. FavellTo ask the Secretary of State for Social Security what progress has been made in his Department's computerisation programme.
§ Mrs. Gillian ShephardI refer my hon. Friend to my reply to my hon. Friend the Member for Staffordshire, Moorlands (Mr. Knox), earlier today.
§ Mr. MeacherTo ask the Secretary of State for Social Security when he will publish the full results of the pilot146W exercise on computerisation; what problems the exercise revealed; what steps he is taking to solve the problems; and what plans he has for the exercise to go nationwide.
§ Mrs. Gillian ShephardA report of the pilot exercise on computerisation was produced in September 1989. it concluded that despite teething difficulties the systems were operating satisfactorily and problems identified in piloting had either been resolved or were being tackled as a matter of priority.
The main difficulties encountered related to some of the more complex computer screens; the need to modify training courses and the need to redesign organisation and jobs.
The recommendations of the pilot exercise are being implemented. Extension of computerisation to other offices began on 23 October in line with the agreed timetable.
§ Mr. MeacherTo ask the Secretary of State for Social Security what was his original estimate of the savings to be gained from computerisation; and what is his revised estimate following evaluation of the pilot exercise.
§ Mrs. Gillian ShephardThe original estimate of savings from the computerisation programme was £150 million per year by 1995. Savings estimates are regularly updated; not only as a result of pilot office evaluation but, also as a result of model office testing, changing workload forecasts and any revised development or implementation plans. We do not keep a record of the changes that are specifically attributable to pilot office evaluation.