§ Mr. WebbTo ask the Secretary of State for Work and Pensions what impact the heightened security measures in place in Government and civil service offices since 11 September have had on the operation and accessibility of benefits agencies for claimants; and if he will make a statement. [14298]
§ Mr. Nicholas Brown[holding answer 13 November 2001]: This is a matter for Alexis Cleveland, Chief Executive of me Benefits Agency. She will write to the hon. Member.
Letter from Alexis Cleveland to Mr. Steve Webb, dated 12 December 2001:
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The Secretary of State for Work and Pensions has asked me to respond to your Parliamentary Question asking what impact the heightened security measures in place in Government and Civil Service offices since 11th September have had on the operation and accessibility of benefits agencies for claimants; and if he will make a statement.Following the attacks of 11 September, security was heightened in Benefits Agency (BA) offices. Security guards were instructed to search all baggage when customers visited BA sites. There have been no formal or informal complaints from customers about this action.There has been no disruption to service to customers in Employment Services offices.There have been 12 incidents that have disrupted the operation of BA public caller areas. These have been for varying lengths of time, but on average the disruption lasted 2–3 hours. One of these incidents resulted in the public caller area being closed all day and customers were diverted to anomer nearby BA office. Feedback from Group 4, who provide security services for the BA, is that they have not been notified of any incidents or complaints, and generally BA customers have been very understanding and co-operative.Although BA offices implemented the search process, customers should not have received any disruption to normal service because of this. This search process has now reduced with security guards now checking baggage on a random basis.I hope this is helpful.