§ 40. Mr. KidneyTo ask the Parliamentary Secretary, Lord Chancellor's Department what customer-friendly policies the Public Guardianship Office has developed since its creation. [25055]
§ Ms Rosie WintertonSince the PGO was created on 1 April 2001 several significant customer-friendly policies have been developed and are progressing well. These 171W include the launch of a new website with downloadable forms, an extension to the opening hours of the Customer Contact Centre, the introduction of a text phone, and the establishment of a system of regularly surveying our customers' views. The PGO has also introduced the following initiatives:
Receivers open days
This is a new concept for the PGO. Open days are held across the country to enable receivers, and their clients, to meet PGO staff. PGO staff have visited receivers and clients in Birmingham, Manchester, Bristol, Newcastle and Leeds. During the open Days staff meet with approximately 100 receivers and clients on each day, to share with them the activities planned by the PGO and to answer any questions they may have. Crucially, clients also get to meet their caseworkers and to resolve any outstanding issues. Stalls are set up to provide additional and specialist information about a range of topics, including investments and accounts. The open days have been a huge success and several more are planned for the first quarter of 2002, including one in Cardiff.Receivers network
The receivers network, set up and facilitated by the PGO, provides receivers with the opportunity to share experiences with each other. The network allows new receivers to call experienced, volunteer receivers requesting advice and information, or perhaps for an opportunity to share experiences with someone who understands the issues they are facing.Plain-English literature (booklets)
A distribution campaign for four new user friendly booklets will begin during the week commencing 14 January. The booklets are called "Receivers Handbook" "Enduring Power of Attorney", "Making an Application" and "Public Guardianship Office Charter Standards". Draft copies of the booklets were sent to members of the consultative forum and the receivers support panel for their comments. Feedback from these individuals was taken on board and the amended booklets were then sent to the Plain English Campaign, who accredited each booklet with the Crystal Mark.Team-working
This major initiative in the PGO is just getting under way as staff relocate to new premises in Archway, North London. Previously in the PGO, staff have worked in an insular and unsupported environment, with caseworkers taking sole responsibility for their own case load. Recently the PGO ran a team-working pilot, where a team of staff were given responsibility for providing customer service for a pool of cases. Team leaders have been recruited and trained. Although it will take a while for team-working to be rolled-out across the client services area it is expected that our clients will benefit from an improved continuous service from staff, who will work within an open, shared and supportive team culture.
§ Mr. LidingtonTo ask the Parliamentary Secretary, Lord Chancellor's Department what target she has set for the Public Guardianship Office to respond to letters from hon. Members. [27111]
§ Ms Rosie WintertonThe Public Guardianship Office has a Key Performance Measure which applies to letters from hon. Members as well as from the general public. It currently requires 85 per cent. of letters to be responded to within 15 days of receipt. In the period 1 April to 30 November 2001 this target was exceeded and 91.9 per cent. of letters received a response before the target date. However, it is very unfortunate that the hon. Member's letter of 14 November was answered outside of this target, for which the PGO offers it sincere apologies.
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§ Mr. LidingtonTo ask the Parliamentary Secretary, Lord Chancellor's Department when the Chief Executive of the Public Guardianship Office intends to reply to the letter from the hon. Member for Aylesbury of 14 November 2001 about his constituent Mr. A. B. Clarke. [27112]
§ Ms Rosie WintertonI have been informed that the Acting Chief Executive replied to the letter on 11 January 2002. I take this opportunity to apologise, on behalf of the Public Guardianship Office, to the hon. Member for the unfortunate delay in responding to his letter. The PGO is currently re-evaluating the way it deals with complaints, including letters from MPs, and plans to introduce a new, tighter and more effective handling system by April 2002.
§ Mr. LidingtonTo ask the Parliamentary Secretary, Lord Chancellor's Department what assessment she has made of whether the Public Guardianship Office is continuing to meet the standards of responsiveness to inquiries from members of the public implied by its Chartermark. [27110]
§ Ms Rosie WintertonThe Public Guardianship Office does not yet have the Chartermark. It does have a key performance measure that requires 85 per cent. of letters to be responded to within 15 days of receipt. In the period 1 April to 30 November 2001 this target was exceeded and 91.9 per cent. of letters received a response before the target date. However, it is very unfortunate indeed that a recent letter from the hon. Member was dealt with outside the target, for which the organisation offers its sincere apologies. A response has now been given. The PGO is currently re-evaluating the way it deals with complaints, including letters from hon. Members, and plans to introduce a new, tighter and more effective handling system by April 2002. The PGO is also introducing and rolling out team working throughout the Client Service area, with the aim of improving the service it offers to customers.