§ Norman LambTo ask the Secretary of State for Work and Pensions what surveys of public perceptions of(a) his Department and (b) its areas of responsibility have taken place over the last 12 months; what the (i) title and (ii) nature of these surveys was; what the findings of each survey were; where these findings have been published; what the cost of all such surveys was; and if he will make a statement and place copies of the surveys in the Library. [174340]
§ Jane Kennedy[holding answer 18 May 2004]: The following surveys of public perceptions have been undertaken by the Department in the last 12 months.
Pension Service Customer Survey 2003
Findings from this survey were published in February 2004 (DWP Research Report number 205). A copy of the report has been placed in the Library and is also available on the Department's website at www.dwp.gov.uk/asd/asd5/rports2003–2004/rrep205.asp
The cost of the survey was £496,285
Jobcentre Plus Service Delivery Survey
This was quantitative survey of Jobcentre Plus customers who experienced the 'front end' process in integrated offices, collecting views of First Contact, the Financial Assessor meeting, the initial mandatory Work Focused Interview and the office environment.
Findings are being analysed and are due to be published in autumn 2004.
The cost of this survey was £404,330
Public Awareness of Changes to State Pension Age for Women
A number of questions on this subject were included in the Office for National Statistics Omnibus Survey in November 2003 and February 2004.
Findings are being analysed and are due to be published in summer 2004.
The cost was £21,750.
1439WJobcentre Plus National Customer Satisfaction Survey 2003
Findings were published in September 2003 (DWP Research Report number W168). A copy of the report has been placed in the House Library and is also available on the Department's website at www.dwp.gov.uk/jad/2003/168rep.pdf
The cost of this survey was £88,660.
Public Perceptions of Child Support and the Child Support Agency
A module of questions on this topic were included in the Office for National Statistics Omnibus Survey in March 2004. Results are being analysed and are due to be published in autumn 2004.
The cost was £27,100
Service First Survey
This was a telephone survey carried out by the Appeals Service to test performance against a number of the service first standards which cannot be measured internally. Findings will be included in the Appeals Service Annual Report which is due to be published on 14 July. A copy of the report will be placed in the House library on that day.
The cost of the survey was £15,170.
Disability and Carers Service (DCS) Customer Service Survey 2003–04
A postal correspondence survey was issued during February and March 2004 to approximately 13,000 DCS customers who have claimed or are in receipt of one of the benefits the DCS administers—disability living allowance, attendance allowance and carer's allowance. 6,390 completed questionnaires were returned.
Analysis of the findings and publication of the full report is currently ongoing and will be made available later in the year.
The cost of the survey was £56,980.
Omnibus Survey and Awareness Research
The Department for Work and Pensions conducts annual omnibus surveys to monitor public awareness of the Department and its responsibilities, and also public attitudes to the Government's welfare reform. The Omnibus Survey was conducted in January 2004 and Awareness Research took place in October 2003. The emerging long-term trend shows a significant improvement in how the Department is regarded among people who experience the system as customers. Consideration is now being given to how we use this information to best effect in Departmental communications. The reports are not currently published.
The cost for both pieces of work is in the region of £25,000.
1440WDWP Customers' Perception of the quality of service they have received in respect of their Medical Examination
These are monthly surveys. Over the 12-month period from April 2003 to March 2004, overall satisfaction scores ranged from 93 per cent. to 97per cent. Detailed survey findings are reported each month to the DWP's Medical Provision Contract Management Team, together with a Highlight Report. These are not published outside DWP.
The Department pays £7,200 per annum towards the survey costs.
Employer Performance Measure Survey
These are on-going surveys undertaken on a monthly basis. Interviews are conducted with employers that have notified and closed a vacancy with Jobcentre Plus in the previous three months in order to gather views on the service provided for the placing of that particular vacancy. Reports, for internal use, are produced on a quarterly basis.
The cost of these surveys in 2003–04 was £812,000