HC Deb 20 April 2000 vol 348 cc603-5W
Mr. Rooney

To ask the Secretary of State for Social Security what performance targets he has set the Benefits Agency for 2000–01; and if he will make a statement.[120588]

Angela Eagle

The targets we have set BA for 2000–01 are as follows.

They reflect our determination to reform the welfare state and to modernise the Social Security system to encourage work for those who can and provide security for those who cannot.

They underpin the Departmental Aim and Objectives set out in our Public Service Agreement.

Further information on BA plans for 2000–01 is contained in their business plan, which will be published on 5 May. Copies will be placed in the Library.

Targets for 2000–01 are:

Benefits Agency Secretary of State Targets 2000–01

Active Customer Focused Service Delivery

  1. 1. By March 2001 extend the scope of electronic service offered to the public, namely by providing a wider range of services available via the internet.
  2. 2. Seek to improve key customer services, set out in Benefits Agency Customer Charter, namely by providing:
    • easy access to accurate benefit information;
    • accurate and timely payments; and
    • effective complaints handling.
  3. 3. Implement an action plan to establish a Performance Management Unit to reduce variations in performance within the Agency specifically, by March 2001:
    • Improving the performance of the lowest performing offices;
    • Improving the management information to underpin performance improvements.
  4. 4. Continue to work with the Employment Service, Local Authorities and private and voluntary sectors in 12 locations to pilot ONE.
  5. 5. From May 2000, introduce a take-up campaign, contacting at least two million pensioners and encouraging them to claim the pensioner Minimum Income Guarantee in order to make inroads into pensioner poverty.
  6. 6. By October 2000, deliver a national Retirement Pensions telephone claims service.
  7. 7. From November 2000, deliver improvements in computer produced notifications to Income Support customers.
  8. 8. By March 2001, work with others in the Department to develop, pilot and evaluate broad based measures of consumer focus and satisfaction, so we can introduce new arrangements during 2001.

Secure and Accurate Services

  1. 9. Reduce by 30 per cent. losses from fraud and errors in Income Support and Jobseekers Allowance by March 2007, with at least a 10 per cent. reduction by March 2002.
  2. 10. By March 2001, work with others in the Department to prepare the way for extending ACT as the normal method of payment in a programme starting from 2003 and concluding in 2005, so that
    • a programme of customer research can be conducted;
    • payment processes can be improved to better support Automated Credit Transfers.

Investing in our People

  1. 11. By December 2000, contribute to the reduction in public sector sickness by reducing absences by 10 per cent. from 1998 Public Service Agreement baseline levels.
  2. 12. By 31 March 2001, work with others in the Department to develop, pilot and evaluate new ways of measuring staff perception of the organisation to improve satisfaction and motivation.

Effective Management of Money

  1. 13.To recover £135 million in cases where benefit has been overpaid, contributing to the Department's overall target of £175 million.