Written question asked by Steve Webb (Liberal Democrat) on Wednesday, 21 November 2001, in the House of Commons. It was due for an answer on Monday, 10 December 2001. It was answered by Nicholas Brown (Labour) on Monday, 10 December 2001 on behalf of the Department for Work and Pensions.

Dept for Work and Pensions

Question: To ask the Secretary of State for Work and Pensions, what assessment he has made of the integrated claim form piloted in the one call centre pilots. - Inc figures.

Answer: Mr. Webb: To ask the Secretary of State for Work and Pensions what assessment he has made of the integrated claim form piloted in the ONE callcentre pilots. [17998] Mr. Nicholas Brown: As part of the ONE delivery evaluation programme research was carried out among clients and staff, including views on the Integrated Claim Form (ICF). Around 48 per cent. of Call Centre clients in 2000-01 used the ICF to claim two or more benefits. Clients thought the Call Centre process was generally more convenient and they welcomed help in completing complicated forms, although the service was sometimes hampered by IT problems. Clients liked ICF's because they received a partly completed claim form and it reduced the number of forms that they had to complete. The ICF also advises clients as to what will be required at their Personal Adviser (PA) meeting.

Secondary information

Type: Written question
Reference: 17998; 376 c611-2W
Session: 2001-02
Subjects: Advisory services Forms Pilot schemes Social security benefits ONE programme
Contains statistics: Yes
Link: View this Written question on www.publications.parliament.uk