Services will be enhanced with significant improvements in telephony, appointment booking and online provision. The proposals will mean no office closures, no redundancies for staff and face-to-face services for customers will continue to be available as normal. There are also proposals to centralise a number of back-office processing functions.
In announcing the modernisation proposals, Bryan Davis Chief Executive of the Social Security Agency said: “Today’s announcement to modernise our local office services is good news for customers. We want to build on our strong office network and current face-to-face provision to modernise services for the future. I have considered carefully the detailed customer research which we have carried out and their suggested improvements which have been put forward.
“Customers have highlighted the problems they face with a range of telephone numbers to ring, the high cost of calls, queues due to the lack of proper appointment procedures in place and no adequate access to online services which a customer expects in the 21st century".
Outlining a range of solutions to these problems, Bryan Davis said: “A big plus in these proposals is that most business can now be done by telephone. What is more, there will be one low cost telephone number that people can use replacing the plethora of numbers which they must pay for. This will save customers money, time spent on travel and ensure they can do business in the privacy of their own home. And for those who prefer to meet staff face to face, this will also be facilitated through a much more structured appointment service which will cut out queues. Customers will also have access to phone free of charge in our offices.”
Turning to the importance of accessing information by the web, Bryan Davis said: “Our research shows that customers want to be able to do more business online rather than make unnecessary journeys. We will introduce self-service access to the Agency’s website which will allow customers, if they so wish, to check benefits, print leaflets and forms and explore entitlement to other benefits.”
In terms of back-office processing, Bryan Davis said: "At present, processing work is spread too thinly across the local office network, with 74 processing teams located at 35 sites. The service to customers is fragmented and cannot be sustained into the future. I am determined that we will protect this skilled work to ensure its ongoing viability. What I am proposing is to consolidate this work into 18 processing teams. This will provide a critical mass of people in each team leading to a more focussed and more professional service for customers."
Mr Davis concluded: “Under these proposals some staff will have to travel further to work, however, we will put in place a range of measures which will mitigate impacts for staff who are affected. I know that we have very dedicated staff in SSA who, like me, adhere to the principle of putting the customer first. Therefore I am confident that staff will work with me to deliver these reform proposals.”
Given the Christmas and New Year period consultation on these proposals will be over 17 weeks which is significantly longer than normal.
Notes to Editors:
- This initial consultation phase ends on 29 January 2009.
- For media enquiries contact DSD Press Office 028 9082 9497 or out-of-hours contact the EIS Duty Press Officer on 07699 715440.
