§ Mr. McDonnellTo ask the Secretary of State for Social Security which companies have been contracted by the Benefits Agency to handle queries from claimants in the London region in respect of delays in responding to claimants' inquiries. [9173]
§ Mr. Keith BradleyOne of our key aims is to improve the service provided to claimants and other customers and, where appropriate, by awarding contracts. The current policy on the criterion against which contracts are awarded to companies following tender exercises is value for money. Both quality and whole-life cost are taken into account.
No companies have been contracted by the Benefits Agency to handle queries from claimants in the London region in respect of delays to customers' inquiries. Queries on operational issues are for Peter Mathison, the 374W chief executive of the Benefits Agency. He will write to my hon. Friend.
Letter frotn Peter Mathison to Mr. John McDonnell, dated 29 July 1997:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking which companies have been contracted by the Benefits Agency (BA) to handle queries from claimants in the London region in respect of delays in responding to claimants' enquiries.No companies have been contracted by the BA to handle queries from customers in the London region in respect of delays in responding to customers' enquiries.Contracts in the London region have been awarded for post opening, switchboard operations, security and general facilities management. Where switchboard operations have been contracted out, the company is responsible for directing the telephone calls to the appropriate section. Only BA staff respond to customers' enquiries.I hope you find this reply helpful.