§ Mr. RendelTo ask the Secretary of State for Social Security what omissions and ambiguities were found during the systematic review of the social security leaflets conducted between 1996 and 1999; and what changes were made to the leaflets in consequence. [131903]
§ Angela EagleWe have carried out more than one systematic review of Social Security leaflets since 1996.
Between 1996–99, the Benefits Agency undertook a wholesale review of its customer information leaflets with the aim of making them much more customer focused. This piece of work involved primary research and continuous product testing, as well as consultation with key stakeholders. The leaflets were redesigned and the information within them laid out differently, but the core information was not altered.
In June 1999 a further review was commissioned to identify any erroneous information that needed to be removed or any information which was missing from our leaflets.
This exercise was completed in August 1999 and no major amendments were identified. There were a few minor changes made due to a combination of minor omissions and lack of cross-referencing. Revisions and future changes were also identified around JSA leaflets. These future changes being incorporated later in the year.
The Benefits Agency review resulted in the roll-out of a new suite of leaflets; fewer in number by a third, better targeted to client groups and easier for customers to negotiate their way around. Full evaluation of these new leaflets is in progress; all the early indications are positive.