§ 29. Mr. Tony BanksTo ask the Secretary of State for Social Security what progress has been made on the application of the citizens charter to the operation of the Benefits Agency.
§ Mr. BurtSignificant progress has been made towards making the service more accessible, accountable and responsive to customer needs and expectations. The aims in the citizens charter have been expanded and clearly laid out in the agency's own customer charter, which sets out a framework for customer service. This underpins quality standards which local units are setting in consultation with their customers.
I have asked Mr. Michael Bichard, the chief executive of the Benefits Agency, to write to the hon. Member with examples of the achievements so far.