§ 80. Mr. BoswellTo ask the Secretary of State for Social Security what indicators he has used to measure the quality of service offered by his Department as a result of the 1988 social security reforms.
§ Mrs. Gillian ShephardThe quality of service offered by the Department is measured in a variety of ways. Data are collected on the speed with which business is cleared, the accuracy of benefit payments and the length of time callers spend in our offices. In addition, in local offices an annual quality assessment package measures the quality of correspondence, and face-to-face and telephone contact with the public. There is a customer opinion survey element within the package.