REPORT ON ONE PILOT, DUNGANNON

Mr Hunter welcomed the opportunity to brief the Committee on developments regarding the ONE pilot. In the light of the Interim Report DSD has taken action to address some of the issues that were generated and have refined the arrangements for the operation of the ONE project. Those arrangements were described in the paper sent to the Committee in preparation for the presentation.

A further evaluation of the Dungannon pilot is planned for later this year and the Department will share the information with the Committee.

Q. - Can you clarify for the Committee the difference between the ONE pilot and the joined up benefit and job broking services?

A. - The joined up (co-location) arrangements cover essentially the joined up benefit and job broking services. The ONE title has been used to describe an extension of that to cover other benefits, including Income Support, Incapacity Benefit and Housing Benefit. It represents a development of this joined up approach to the delivery of a comprehensive benefit and job broking service.

Q. - Will there be job losses as a result of this?

A. - In time it will take more staff to deliver, so there will be no question of job losses.

Q. - In terms of evaluating how effective and efficient the service is, there must be a cost benefit analysis in order to measure value for money. How have you been able to quantify this?

A. Good IT support is essential to moving this forward, and it will be early next year before we get the IT support that we need in order to improve the effectiveness and efficiency of the scheme.

In terms of cost benefit analysis, we have taken the savings that would accrue from the reduced unemployment register and there is a projected saving of £30 million per annum in Northern Ireland.

Q. - When do you intend to start working this out, and will the same high quality standard of facilities (as in Dungannon) be carried throughout?

A. - We hope to make decision around November about how we will 'bring together' the roll out of the jobs and benefits offices and the new ONE-type service.

We are continuing the roll out the co-location service. The timetable for that roll out is dependent on the availability of resources to make the improvements to the offices that you are keen to see. In terms of both the customer and the staff we are committed to improving the quality of the whole network for this important service. There are now 7 job & benefits offices live, all to the same standard of accommodation.

Q. - 60-70% of IS/JSA claims will be processed on the day of the interview, how is that going to work, and what will happen to the other 30-40% that are not processed on the day?

A. - It is linked to the technology issue as mentioned before. It is also linked to getting all the information that is needed to process the claim and we will hope to make arrangements to get the information more quickly. The processing of the other 30-40% will depend on how quickly we can get all the required information.

Q. - Is the Department going to make an effort to mainstream some of the advice giving services that we have?

A. - It is our policy to provide advice in-house. We are anxious to offer a service to the customer which meets their requirements for advice, for help with filling forms and whatever way we can introduce a more customer-friendly service. That has meant an increase in training and an investment in permanent staff. We are continuing to provide help and support to some of the advice-giving organisations outside the department who also help customers.

Q. - What if an advisor tells a customer they are, for example, entitled to DLA but then the adjudicator decides against the claim. Will the department provide someone to help the customer take this to a tribunal?

A. - The customer can ask the department for a review of the decision. If the appeal is denied, the department will appear in front of the tribunal to present the facts of the case. We do not provide a service for someone to represent the customer at a tribunal.

Q. - How many staff are dedicated to the advice-giving service?

A. - There are no staff totally dedicated to this, they have other duties also. A range of people within an office would be able to help customers. Nobody coming into an office will be turned away. We also offer a telephone service, which is a popular service. We will also go out to visit people if they cannot get to the office.

Q. - How many people claim DLA or IS?

A. - Unsure of precise figures.

Q. - Do you agree the department can only provide advice on a limited basis?

A. - No, we provide comprehensive advice to those of our customers who seek it. We can provide advice as professionally, as carefully and as knowledgeably as we can. What we cannot do is offer an independent advice service or a representation service. We support the independent advice services. Last year we put in additional resources to the community support services across Northern Ireland.

Q. - How many people attended your offices to get help filling in forms?

A. - It is not easy to answer this question, as the individual signs the end form. They may not fill in the form in the office, but the advice they are given will help them to complete the form themselves. We are not sure if we have that information but if we have we will give it to you.

Q. - Do you carry out an evaluation of the independent advice centres?

A. - Scientific customer surveys show that of customers seeking advice 90% went to the SSA.

Q. - Can you give us a detailed breakdown of the monies that you have provided in the last financial year to the independent advice services and CAB? Can we also have a breakdown of the figures that the independent advice services and CAB have given to you as the number of customers they have dealt with?

A. - Yes

Q. - How do you think the new computer system will quicken up the processing of claims?

A. - We need to see how the system works out in practice. We are confident that we can make a more efficient and effective service.