Written question asked by Baroness Hodge of Barking (Labour), in the House of Commons. It was due for an answer on Monday, 19 June 1995. It was answered by Lord Hague of Richmond (Conservative) on Monday, 19 June 1995 on behalf of the Child Support Agency.

Dept of Social Security;Resettlement Agency;Social Security Contributions Agency;Information Technology Services Agency;Child Support Agency;Social Security Benefits Agency

Question: What performance indicators and performance targets there are for measuring the performance of his Department in (a) answering letters from members of the public and (b) answering telephone calls from members of the public; how performance is monitored; and what are the latest figures for performance measured against the target set and what policy and procedures exist for dealing with complaints against his Department by members of the public; when his Department last updated its policy; what time limit and target for dealing with such complaints his Department has; and what follow-up procedure exists where complaints are not satisfied with his Departments response to a complaint. - Text of letter from Paul Winstanley of Resettlement Agency; Faith Boardman of Contributions Agency; K C Caldwell of ITSA; Ann Chant of Child Support Agency; Ian Magee of Social Security Benefits Agency and inc figures. -See also answer at 262 c224-6w

Secondary information

Type: Written question
Reference: 262 c87-91W;262 c87-92W
Session: 1994-95
Subjects: Complaints Central government Correspondence Child Support Agency Department of Social Security Government departments Standards Social Security Contributions Agency Telephones Social Security Benefits Agency Information Technology Services Agency Resettlement Agency
Contains statistics: Yes