§ Mr. Meacher
To ask the Secretary of State for Social Security what is the purpose of his Department's study "Delivery of Service in the 90s"; who is involved in the exercise; what consultation will be carried out with staffs and clients; and when the study will be completed and published.
§ Mrs. Gillian Shephard
"Delivery of Service in the 90s" is the title of a proposed initiative to examine how we might maximise the improvements in service to the public, efficiency and job satisfaction for our staff which will be derived from our computerisation programme—the operational strategy. The initiative comprises a linked set of proposals for action in eight local offices. Staff are being encouraged to contribute ideas towards the proposals.
Consultation with the staff in the offices involved and the trade unions is taking place. It is envisaged that this examination will be completed in the first half of next year. No decision on publication has been taken.