One-stop Initiative (Hansard, 28 June 1994)

§ Mr. Burt

The one-stop initiative is a matter for Mr. Michael Bichard, the chief executive of the Benefits Agency. He will write to the hon. Member with such information as is available.

Letter from Michael Bichard to Mr. Peter Pike, dated 27 June 1994: The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Questions about the One Stop initiative. The decision to move towards a One Stop service followed overwhelmingly positive responses from customers, including local authorities and the Employment Service Agency (ESA), to a discussion paper published in September 1992. The Benefits Agency's (BA) One Stop initiative does not affect the running of the ESA and local authority housing benefit offices, but in continuing our commitment to customer service we work closely to ensure that our distinct responsibilities are performed in as co-ordinated a way as possible. Each local authority's circumstances are different. BA offices are encouraged to discuss local issues with the local authority concerned. Liaison arrangements have improved and each BA District now has a Service Level Agreement with the local authorities in its area. At a national level, the Local Authorities Association are regularly consulted on developments. The framework for improved liaison between the ESA and the BA, announced in March 1993, established a series of initiatives to encourage closer working between the two agencies. These included piloting of the co-location of BA staff in ESA outlets to provide general benefit advice and information, and joint workshops/conferences to discuss common service areas. We are constantly looking at ways of improving the transfer of information between our offices and the ESA and local authorities. For example, in June this year, the main computer systems supporting Income Support and Unemployment benefit were linked. This allows faster, automatic transmission of information and payment instructions between the agencies. The introduction of Jobseeker' s Allowance in April 1996 will see the BA, in partnership with the ESA, providing, wherever possible, a single point of contact for unemployed customers providing both jobseeking services and a gateway to the benefit and information services of the BA. This will be from a single location, wherever possible. One Place, which is the first phase of One Stop, has been implemented from within existing allocations and therefore at no extra cost. It is for each Agency and organisation to decide how best to meet their customers' needs when deciding their future strategies. I hope this reply is helpful.