§ Mr. GapesTo ask the Secretary of State for Social Security (1) what representations he has received in 847W relation to staff (a) contracts of employment and (b) pension arrangements at SERCO Ltd, following the contracting out of operation by the Benefits Agency; and if he will make a statement; [33850]
(2) when he last met the head of Serco Ltd; what discussions took place about the staffing levels, protecting confidentiality of claimants and market testing; and if he will make a statement; [33964]
(3) what assessment he has made of the adequacy of the arrangements that exist at the Benefits Agency offices in Lea Roding district in relation of processing the post; and if he will make a statement; [33965]
(4) what representations he has received in relation to staffing arrangements at Serco Ltd, following contracting out by the Benefits Agency; and if he will make a statement. [33967]
§ Mr. Roger EvansThis is a matter for Mr. Ian Magee, the Chief Executive of the Benefits Agency. He will write to the hon. Member.
Letter from Ian Magee to Mr. Mike Gapes, dated 13 July 1995:
The Secretary of State has asked me to reply to your recent Parliamentary Question about: (a) staff contracts of employment and pension arrangements following transfer to SERCO Ltd; (b) when he last met the head of SERCO Ltd; (c) discussions and representations received in relation to staffing levels at SERCO Ltd; (d) protecting confidentiality of claimants and the adequacy of the arrangements that exist at the Benefits Agency (BA) offices in the Lea Roding District in relation to processing the post.The contract for work was awarded to SERCO Ltd on the understanding that the Transfer of Undertaking (Protection of Employment) Regulations 1981, also known as TUPE, applied. This meant that all BA staff transferred with existing terms and conditions, except pension provisions, to their new employers.However, prior to the award of the contract, SERCO Ltd needed to satisfy the Government Actuaries Department that the pension scheme they proposed was broadly comparable with the Principal Civil Service Pension scheme. The BA also provided the opportunity for staff who were transferring to attend advice seminars with representatives from the Government Actuaries Department prior to making any decision about their pension position. The BA has not received representations from staff who transferred to SERCO Ltd in relation to contracts of employment or pensions.The Secretary of State for Social Security has not met with the head of SERCO Ltd. There are, however, regular monthly meetings between BA management and SERCO Ltd to discuss service delivery issues. Staffing levels and customer confidentiality have not been on the Agenda at these meetings. However, SERCO Ltd have kept BA management informed of changes and increases in their key staff. I am unaware of specific representations about staffing arrangements at SERCO Ltd in connection with the work the BA has contracted to them.In Lea Roding District, post opening and sorting is sub-contracted out by SERCO Ltd to the Royal Mail. The post is opened by Royal Mail staff in a secure area within the sorting office.All staff working for SERCO Ltd, and those opening the post, are required to sign a declaration acknowledging the provisions of Section 123 of the Social Security Administration Act 1992, which makes it a criminal offence to disclose personal information provided for Social Security purposes.I hope this reply is helpful.
§ Mr. GapesTo ask the Secretary of State for Social Security what assessment he has made about the number of complaints that have been received about the delays in processing the claims at the Benefits Agency at Lea Roding district; and if he will make a statement. [33966]
848W
§ Mr. EvansThis is a matter for Mr. Ian Magee, the chief executive of the Benefits Agency. He will write to the hon. Member.
Letter from Ian Magee to Mr. Mike Gapes, dated 13 July 1995:
The Secretary of State has asked me to reply to your recent Parliamentary Question about what assessment has made of the number of complaints received at the Benefits Agency's Lea Roding District concerning delays in the processing of claims.For the six month period 1 February 1995 to 13 July 1995 the Customer Service Section at Lea Roding District received a total of 233 customer complaints, of which five were in respect of delays in processing claims. All five of these complaints were investigated and responded to within eleven working days of receipt and four of the five delays resulted from the need for the adjudication officer to obtain additional information.The level of complaints is closely monitored in all Districts. However, in view of your concern, I have asked the relevant Territorial Director to satisfy herself of the standard of service provided.I hope this reply is helpful.