WAR PENSIONS AGENCY BUSINESS PLAN 1999-2000
Communication with claimants
10. Given the length of time that decisions
and appeals take, it is essential that the Agency's communication
with claimants is of high quality. We have a number of concerns
in this area. The Royal Air Forces Association told us that the
Agency's major failing is in the field of written communication
and that the majority of letters forwarded to claimants are impersonal
and abrupt.[25]
The Royal British Legion suggested that more user-friendly forms
should be introduced.[26]
Mr Hextall told us that developments in the use of IT would enable
letters to be tailored specifically for each recipient.[27]
It is clear to us that significant improvements in the Agency's
written communication need to be made if the Agency is to achieve
the target of delivering a first class service to war pensioners
and war widows.
11. The War Pensions Agency telephone Helpline is
very important in enabling claimants to communicate with the Agency.
Developments in IT will further enhance the service offered by
the Helpline.[28]
The Royal British Legion suggested that the number of Helpline
staff should be increased to ensure a timely response to inquiries.[29]
We were encouraged to hear that the number of Helpline staff has
been increased from twelve in November 1998 to twenty today.[30]
In 1995 this Committee recommended that "for a trial period
the War Pensions Agency [should] limit the cost of calling the
War Pensions Helpline from anywhere in the UK to the cost of a
local call."[31]
In the reply to that report the Government said that it intended
"to investigate the cost implications and viability of restricting
the cost of calls...from within the UK to the cost of a local
call."[32]
Despite this, calls are currently charged at the national rate,
though a call-back facility is offered.[33]
Mr Hextall told us that he believed that there was a case to be
made for a Freephone number.[34]
We recommend that calls to the telephone Helpline should be
charged at the local rate and that urgent consideration should
be given to the introduction of a Freephone number.
25 Appendix 5, para. 2a. Back
26
Appendix 7, para. 2. Back
27
Q 18; see also Ev. p.7, para. 4.4. Back
28
Q 25. Back
29
Appendix 7, para.1. Back
30
Q 24. Back
31
Fifth Report from the Social Security Committee, Session 1994-95,
The Work of the Department of Social Security and its Agencies,
HC 382, para. 44. Back
32
Reply by the Government to the Fifth Report from the Select Committee
on Social Security Session 1994-95, Cm 3148, para. 30. Back
33
Q 23. Back
34
Q 24. Back
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