§ Mr. Paul MarsdenTo ask the Secretary of State for Social Security if he will review the clarity of language used in Benefits Agency letters sent to claimants. [50080]
§ Mr. Keith BradleyThe administration of the Benefits Agency is a matter for the Chief Executive, Peter Mathison. He will write to my hon. Friend.
Letter from Peter Mathison to Mr. Paul Marsden, dated 20 July 1998:
The Secretary of State for Social Security has asked me to reply to your recent Parliamentary Question asking if she will review the clarity of language used in Benefits Agency (BA) letters sent to claimants.The BA has a commitment to producing documents in plain English.In 1992 the Agency started to review the language used in 1,200 standard letters which are issued from its offices. The aim was to ensure that they are written in plain English. The exercise was completed in 1994.The Agency has also produced the 'Letter Writer's Kit' which gives advice to staff on writing letters in plain English. This was issued in 1992 and is available to all staff.The BA is aware that there is still room for improvement. In line with Active Modern Service, the BA is improving its information material, to make it more customer focused and accessible. Currently, this means making the contents of leaflets clearer and better signposted, targeting the information in a customer rather than a system led way and reducing the number of products overall. Shortly, the project aims to put systems in place to ensure that information is consistent across all information products and that staff give high quality advice and information. This will include improving the quality of letters issued to our customers.The long term aim will be to sustain the improvements and build effective and appropriate electronic communications and information systems which remain customer focused.I hope you find this reply helpful.