§ Mr. BurnsTo ask the Secretary of State for Social Security what procedures are followed to ensure the delivery of a high-quality service in his Department's offices in Essex. [85252]
§ Angela EagleWorking with the Employment Services, Child Support Agency, Local Authorities and other customer representative groups, is a key element of the Benefit Agency's (BA) current modernisation programme. The standards of customer service the BA sets out to achieve is published in the BA Customer Charter. This, together with other internal agency targets, provide the clear measurable standards that BA offices in Essex are expected to provide in delivering a timely, effective and informative service to customers.
52WThe Child Support Agency has many improvements underway, planned specifically at improving customer service and efficiency. Greater use of the telephone is being made to improve the way information is collected. Opening hours have been extended to offer a more accessible service at evenings and weekends—this further improves service by being able to contact parents at times which suit them. Dedicated staff offer face-to-face interviews and this service is being extended during 1999–2000. The Agency is convinced that this will mean the more effective progression of cases and a better service.