HC Deb 21 June 1996 vol 279 cc621-2W
Mr. Butler

To ask the Secretary of State for Social Security if a decision has been reached on the future of the Benefits Agency freeline telephone advice service; and if he will make a statement. [34398]

Mr. Roger Evans

The Benefits Agency is committed to providing a more responsive service to customers and to getting benefit payments right first time. The agency has therefore been reviewing all of its activities to ensure that its activities are properly focused on delivery of such a service at the lowest possible cost. As part of this review, it has been decided that the agency's freeline service should close from 12 July 1996. The review has concluded that many of the customers who contact the freeline service subsequently have to make contact with

C hild Support Agency Receipts
Analysis of payments into client funds bank account (£'000s)
April May June July August September October November December January February March Total
1993–94 5 2 24 115 286 524 889 1,432 2,011 2,353 3,103 4,148 14,892
1994–95 4,165 4,366 4,890 5,293 5,753 6,647 8,859 9,635 10,417 11,335 12,190 10,518 94,068
1995–96 8,161 9,215 9,492 9,279 9,880 10,499 11,197 11,657 11,717 14,467 13,408 14,604 133,576
1996–97 15,000 16,557 n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a 31,557

Ms Walley

To ask the Secretary of State for Social Security if he will list the current(a) backlog and (b) waiting time in respect of cases to be dealt with by the Child Support Agency, Dudley office; and what plans he has to appoint extra staff. [32575]

Mr. Mitchell

The administration of the Child Support Agency is a matter for the chief executive, Miss Ann Chant. She will write to the hon. Member.

Letter from Steve Heminsley to Ms Joan Walley, dated 20 June 1996: In the absence of Miss Chant, the Chief Executive, I am replying to your Parliamentary Question to the Secretary of State for Social Security about the Dudley Child Support Agency Centre.

their local office to pursue their inquiry. This is because the freeline service has no direct access to customer records and cannot therefore give advice about a specific benefit inquiry. The closure of freeline will enable BA to refocus its resources to ensure that customers are put directly in contact with those dealing with their claims or who can link the benefits available to customer's own personal circumstances and thus reduce duplication of effort both for the customer and our staff. The very substantial investment made by BA in its telephone equipment in recent years means that customers will find it much easier to contact their own local office direct. However the benefit inquiry line service will be retained for people with disabilities, their carers and representatives because of their special requirements for advice and information.

All staff currently employed on freeline duties will be redeployed elsewhere in the agency where their considerable skills will be put to good use.