§ Mr. WebbTo ask the Secretary of State for Work and Pensions (1) what advice on pensioner benefits will be available in Jobcentre Plus offices following the introduction of the Pension Service; [45694]
(2) if he will estimate the (a) number and (b) percentage of inquiries received by pension centres which will be outsou reed; [45688]
(3) what plans he has to outsource (a) telephone, (b) e-mail and (c) postal inquiries made to pension centres; [45689]
(4) if he will estimate the average number of Pension Service staff in each local authority area who will offer (a) face-to-face non-home visits, (b) administrative support and (c) home visits; and if pensioners will have an entitlement to a home visit from Pension Service staff; [45692]
(5) if he will list the benefits and credits on which Pension Service staff will be trained to advise in (a) pension centres and (b) face-to-face contact sessions; [45693]
(6) what progress he has made in establishing partnership agreements with voluntary organisations that will deliver face-to-face advice on pensioner benefits; [45690]
(7) if he will estimate the average number of Pension Service staff who will offer face-to-face advice in each local authority area; [45691]
(8) pursuant to his answer of 4 March 2002, Official Report, column 15W, if pensioners will retain the right to face-to-face advice on pensions matters following the introduction of the proposed Pensions Service; and how such a right will be exercisable. [45197]
§ Mr. Nicholas Brown[holding answer 21 March 2002]: The Pension Service will offer an improved service for both today's and future pensioners. There are no plans to outsource customer inquiries.
The new organisation, and in particular the local service will take time to build. In the mean time all of our current arrangements for face-to-face contact will continue to apply.
650WIn terms of the staff who will provide face-to-face advice, we are still determining precise numbers and the ratio of contact centre staff to local service staff. Final decisions have yet to be taken on where local service staff will be located. However numbers will reflect the needs of local communities and will not be assigned by local authority area.
Staff will be trained to identify potential entitlement to other benefits and will refer customers on as appropriate.