§ 20. David CairnsTo ask the Secretary of State for Work and Pensions what plans he has to ensure that the Pension Service can provide a local service to older and housebound pensioners. [55507]
§ Mr. McCartneyA key aim of the Pension Service is to provide an excellent customer service by making use of the advances in new technology. This will be done through our contact centres. Customers can access us easily through a simple range of telephone numbers, and can get their claims and queries dealt with quickly by trained experts who understand state pensions and the needs of their customers.
We fully recognise that not everyone can access the service using the telephone, post or internet—and for those customers there will be a community-based local service.
The local service is being introduced on a phased basis from 1 April 2002 and will be in place nationwide by October 2002. It will be made up of two key elements. A direct local service, providing support directly to customers which will include a targeted visiting service both in the home and at third party locations, and a 'drop in' surgery service for outreach and take up activities, and partnership services provided with partners such as local authorities and voluntary sector organisations.
In the meantime, customers should continue to deal with their local social security office until the national service is in place.
§ 23. Mr. WyattTo ask the Secretary of State for Work and Pensions what improvements in service he expects there to be from the new Pension Service. [55511]
§ Mr. McCartneyThe Pension Service, formally launched on 1 April 2002, will provide a modern, efficient and customer focused service, dedicated to combating poverty and encouraging saving for both today's and future pensioners.
33WIt will comprise centralised pension centres working with an improved local service nationwide which will operate in the community working with local partners to provide face to face contact for pensioners.
A key aim of The Pension Service is to provide an excellent customer service by making use of the advances in new technology. This will be done through our contact centres. Customers can access us easily through a simple range of telephone numbers, and can get their claims and queries dealt with quickly by trained experts who understand state pensions and the needs of their customers.
We fully recognise that not everyone can access the service using the telephone, post or internet—and for those customers there will be a community based local service.
The local service is being introduced on a phased basis from 1 April 2002 and will be in place nationwide by October 2002. It will be made up of two key elements. A direct local service, providing support directly to customers which will include a targeted visiting service both in the home and at third party locations, and a 'drop in' surgery service for outreach and take up activities; and partnership services provided with partners such as local authorities and voluntary sector organisations.
The new Pension Service sees a key shift in emphasis from processes to people: their needs, what they want and the way they want it delivered. This improved service will be rolled out over the next few years. In the interim, our customers will continue to deal with their existing social security offices until they are contacted in writing about the new arrangements.
§ 32. Mr. DismoreTo ask the Secretary of State for Work and Pensions if he will make a statement about the assistance ethnic minority pensioners will receive with their claims through the Pension Service. [55520]
§ Mr. McCartneyThe Pension Service will provide a service tailored to the needs of all its customers, including those from ethnic minority backgrounds and people with disabilities.
As part of our commitment to ensure that we provide the best possible service we have facilities which enable customers to access the Language Line—a telephone interpreting service covering over 150 languages. We also produce leaflets in a wide range of languages. Our services are also available in Welsh.
The pension centres and local service will also offer a full service to customers with disabilities. For those people with impaired hearing we can offer Typetalk, BT TextDirect and the services of sign language interpreter if required. Many of our written communications are available on request in Braille, audio cassette, e-mail and large print.
The local service will establish close links with organisations representing different groups to ensure we meet the needs of the community.