§ 56. Mr. ButlerTo ask the Secretary of State for Social Security what steps have been taken to improve his Department's service to the public.
§ Mrs. Gillian ShephardSince the Government reforms were introduced in 1988, the social security system has become simpler for claimants to understand and easier for staff to operate. As a result there have been very real494W all-round improvements in standards of service to the public. In particular the average 1989–90 times taken to clear income support claims and callers have improved by 25 per cent. and 24 per cent. respectively when compared with pre-reforms' performance.
We are aware that there is still room for further improvement, particularly in certain inner cities. We are tackling this by relocating some work, which requires no face-to-face contact, away from London to areas where we have fewer problems over staff recruitment and retention. In addition between now and 1991, we expect our programme to computerise social security operations in all local offices to make a major impact on the speed and accuracy of the service they provide.