House of Commons Hansard Written Answers for 26 Jul 2000 (pt 16)

Departmental Staff

Mr. Burstow: To ask the Minister for the Cabinet Office how many unfilled vacancies for permanent staff her Department has; what percentage of staff positions in her Department are vacant; what the monthly cost would be to her Department of employing civil servants in these positions; how many and what percentage of staff her Department employs on a temporary basis through employment agencies; how much her Department paid employment agencies to supply temporary staff in each of the last 12 months; and how much she expects to pay employment agencies to supply temporary staff in each of the next 12 months. [131439]

Mr. Stringer: There are currently approximately 150 unfilled vacancies in my Department; this is approximately 8.5 per cent. of staff positions. The estimated monthly cost

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of filling these vacancies, based on average salaries per grade, including ERNIC and superannuation costs, is £339,237,00.

My Department currently employs 45 temporary staff. This represents 2.5 per cent. of total staff numbers.

In each of the last 12 months the amounts paid by my Department to employment agencies were as follows:

£

July 1999 93,793.63

August 1999 114,958.87

September 1999 126,714.45

October 1999 111,927.39

November 1999 108,047.59

December 1999 81,414.78

January 2000 97,304.51

February 2000 146,355.06

March 2000 203,174.28

April 2000 65,671.40

May 2000 177,558.80

June 2000 134,168.62

	£
July 1999	93,793.63
August 1999	114,958.87
September 1999	126,714.45
October 1999	111,927.39
November 1999	108,047.59
December 1999	81,414.78
January 2000	97,304.51
February 2000	146,355.06
March 2000	203,174.28
April 2000	65,671.40
May 2000	177,558.80
June 2000	134,168.62

Estimates of my Department's expected payments to employment agencies to supply temporary staff in each of the next 12 months are not available and could be provided only at disproportionate costs.

Ministerial Travel

Mr. Pearson: To ask the Minister for the Cabinet Office if she will revise her guidance on ministerial travel to include the Rover 75 series in the makes and models of car available to the Government Car Service. [132293]

Mr. Ian McCartney: The Government Car and Despatch Agency is currently undertaking a thorough evaluation of the suitability of the Rover 75, along with other cars, as a model for use by the Government Car Service. The Agency's report is expected shortly.

Parliamentary Questions

Mr. Stunell: To ask the Minister for the Cabinet Office how many written parliamentary questions tabled to her

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Department between 19 October 1999 and 20 April 2000 have not received substantive answers, citing as the reason commercial or other confidentiality. [132463]

Mr. Stringer: Between 19 October 1999 and 20 April 2000, there have been no questions tabled to the Cabinet Office which did not receive substantive replies citing as the reason commercial or other confidentiality.

Service Standards

Mrs. Heal: To ask the Minister for the Cabinet Office if she will make a statement on the performance of the main Departments and Agencies against the six service standards for central Government over the financial year 1999-2000. [133344]

Mr. Ian McCartney: I have arranged for a report on the performance of the main Departments and Agencies to be placed in the Libraries of the House. This is the first report on performance against the revised service standards announced in the Modernising Government White Paper, and reflects the Government's commitment to openness and to reporting transparently on our performance.

In most cases, Departments' performance in responding to correspondence from the public has improved over the past year, although performance varies widely and there is still room for improvement overall. Ministers are determined that performance should continue to improve through the introduction of new technology and the overhaul of outdated procedures. The performance of the main Departments and Agencies is summarised in the table.

Against the other standards, the report shows that visitors to public offices are usually seen within 10 minutes of their appointment, and that most visitors without an appointment are seen within the designated target. All Departments have at least one telephone inquiry point, and calls to designated numbers are usually answered promptly. Use of the internet is increasing rapidly and all the main Departments dealing with the public have websites, publicise their complaints procedure on-line, and, in most cases, are able to accept e-mailed inquiries. The report also shows some of the innovative ways in which Departments and Agencies are consulting their users and making their services more accessible.

26 Jul 2000 : Column: 655W

Department/Agency Target (working days) Total volume Percentage of responses within target⁽¹⁾ Target 2000-01 (working days) Agencies included in Departments return

Ministry of Agriculture, Fisheries and Food⁽¹⁾ 15 72,296 92 15 Yes

Cabinet Office 15 5,771 99 15 Yes

Crown Prosecution Service⁽¹⁾ 10 Not available 88 10 n/a

Department for Culture, Media and Sport 18 28,841 81 18 No

HM Customs and Excise 10 472,806 94 10 n/a

Ministry of Defence⁽¹⁾ 20 10,220 84 20 Yes

Department of Education and Employment 15 96,009 90 15 No

Employment Service (Jobcentres⁽¹⁾/Chief Executive Office) 10/15 Not available/846 90/97 10/15

Department of the Environment, Transport and the Regions 15 153,159 89 15 No

Driving Standards Agency 15 27,052 99 15

Driver and Vehicle Licensing Agency (DVLA) 15 557,483 97 15

Highways Agency 15 28,354 83 15

Maritime and Coastguard Agency 15 35,887 92 15

Vehicle Inspectorate 15 2,469 100 15

Foreign and Commonwealth Office 20 46,480 84 20 No

Government Offices for the Regions Maximum 15 n/a 80/99 15 n/a

Department of Health 20 ⁽¹⁾58,287 48 20 No

Medicines Control Agency 7 5,842 93 7

NHS Pensions Agency 20 17,355 100 20

Home Office 20 223,958 64 20 No

UK Passport Agency 10 105,826 81 10

HM Prison Service 20 72,076 94 20

Inland Revenue⁽¹⁾ 20 ⁽¹⁾-- 84 15 n/a

Intervention Board 10 14,002 92 10 n/a

Lord Chancellor's Department 20 6,047 88 20 No

Court Service 20 5,606 93 15

HM Land Registry 5 352,500 100 5

Department of Social Security 20 34,446 63 20 No

Benefits Agency 10 1,104 78 10

Child Support Agency 10 n/a 66 10

War Pensions Agency⁽¹⁾ 10 275,000 98 10

Department of Trade and Industry 15 102,366 96 15 No

Companies House 10 35,000 98 5

Employment Tribunal Service 10 363,000 97 10

Patent Office 5 7,782 100 5

Insolvency Service 15 226,290 97 15

Radiocommunications Agency 15 200,340 98 15

HM Treasury 15 24,671 36 15 No

Department/Agency	Target (working days)	Total volume	Percentage of responses within target⁽¹⁾	Target 2000-01 (working days)	Agencies included in Departments return
Ministry of Agriculture, Fisheries and Food⁽¹⁾	15	72,296	92	15	Yes
Cabinet Office	15	5,771	99	15	Yes
Crown Prosecution Service⁽¹⁾	10	Not available	88	10	n/a
Department for Culture, Media and Sport	18	28,841	81	18	No
HM Customs and Excise	10	472,806	94	10	n/a
Ministry of Defence⁽¹⁾	20	10,220	84	20	Yes

Department of Education and Employment	15	96,009	90	15	No
Employment Service (Jobcentres⁽¹⁾/Chief Executive Office)	10/15	Not available/846	90/97	10/15

Department of the Environment, Transport and the Regions	15	153,159	89	15	No
Driving Standards Agency	15	27,052	99	15
Driver and Vehicle Licensing Agency (DVLA)	15	557,483	97	15
Highways Agency	15	28,354	83	15
Maritime and Coastguard Agency	15	35,887	92	15
Vehicle Inspectorate	15	2,469	100	15

Foreign and Commonwealth Office	20	46,480	84	20	No
Government Offices for the Regions	Maximum 15	n/a	80/99	15	n/a

Department of Health	20	⁽¹⁾58,287	48	20	No
Medicines Control Agency	7	5,842	93	7
NHS Pensions Agency	20	17,355	100	20

Home Office	20	223,958	64	20	No
UK Passport Agency	10	105,826	81	10
HM Prison Service	20	72,076	94	20

Inland Revenue⁽¹⁾	20	⁽¹⁾--	84	15	n/a
Intervention Board	10	14,002	92	10	n/a
Lord Chancellor's Department	20	6,047	88	20	No
Court Service	20	5,606	93	15
HM Land Registry	5	352,500	100	5

Department of Social Security	20	34,446	63	20	No
Benefits Agency	10	1,104	78	10
Child Support Agency	10	n/a	66	10
War Pensions Agency⁽¹⁾	10	275,000	98	10

Department of Trade and Industry	15	102,366	96	15	No
Companies House	10	35,000	98	5
Employment Tribunal Service	10	363,000	97	10
Patent Office	5	7,782	100	5
Insolvency Service	15	226,290	97	15
Radiocommunications Agency	15	200,340	98	15

HM Treasury	15	24,671	36	15	No

⁽¹⁾ Performance has been rounded up or down to the nearest whole figure.

⁽¹⁾ MAFF's Regional Service Centres have a 10 working day target.

⁽¹⁾ Performance in responding to complaints only.

⁽¹⁾ Total volume covers public correspondence sent to Ministers or to the Department as a whole. It does not include correspondence sent direct to individual branches or units.

⁽¹⁾ Performance is measured by an independent research company sending a 'mystery letter' each quarter to each job centre (total of 4,000 letters a year). The company assesses the letters for quality as well as speed or reply.

⁽¹⁾ Correspondence received by the Ministerial Correspondence Unit.

⁽¹⁾ The Inland Revenue merged with the Contributions Agency (CA) in April 1999. Former CA staff are currently working a target of responding to 95 per cent. of customer inquiries (not just correspondence) within 20 working days. During the period of this report, they received some 53,000 inquiries and responded to 99 per cent. within target. All Inland Revenue staff are working towards a 15 day correspondence target for 2000-01.

⁽¹⁾ Inland Revenue offices received some 74,000,000 items of correspondence during the reporting period; however, this figure includes all internal post. There are no facilities for the collation of separate figures for external correspondence.

⁽¹⁾ Target for Chief executive's correspondence is 20 working days. During the reporting year, 762 items were received with 99 per cent. answered within target.

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Northern Ireland Departments and the NIO

Department/Agency Target (working days) Total volume Percentage of responses within target⁽¹⁾ Target 2000-01 (working days)

Department of Agriculture 15 109,279 100 15

Department for Social Development 15 175 99 15

Department of Education 15 4,205 89 15

Department of Environment 15 8,581 91 15

Department of Finance and Personnel 15 6,995 100 15

Department of Enterprise, Trade and Investment 15 21,000 98 15

Department for Regional Development 15 12,113 98 15

Department of Health, Social Services and Public Safety 15 1,487 100 15

Child Support Agency 10 935 91 10

Driver and Vehicle Licensing 3 14,793 100 3

Driver and Vehicle Testing Agency 15 670 100 15

Public Record Office 14 2,999 99 14

Rate Collection Agency 10 56,100 96 10

Social Security Agency 15 19,863 96 10

Training and Employment Agency 5 4,000 100 5

Northern Ireland Office 15 4,344 79 15

Northern Ireland Prison Service 15 1,800 96 15

Compensation Agency for Northern Ireland 10 213,000 96 10

Department/Agency	Target (working days)	Total volume	Percentage of responses within target⁽¹⁾	Target 2000-01 (working days)
Department of Agriculture	15	109,279	100	15
Department for Social Development	15	175	99	15
Department of Education	15	4,205	89	15
Department of Environment	15	8,581	91	15
Department of Finance and Personnel	15	6,995	100	15
Department of Enterprise, Trade and Investment	15	21,000	98	15
Department for Regional Development	15	12,113	98	15

Department of Health, Social Services and Public Safety	15	1,487	100	15
Child Support Agency	10	935	91	10
Driver and Vehicle Licensing	3	14,793	100	3
Driver and Vehicle Testing Agency	15	670	100	15
Public Record Office	14	2,999	99	14
Rate Collection Agency	10	56,100	96	10
Social Security Agency	15	19,863	96	10
Training and Employment Agency	5	4,000	100	5

Northern Ireland Office	15	4,344	79	15
Northern Ireland Prison Service	15	1,800	96	15
Compensation Agency for Northern Ireland	10	213,000	96	10

⁽¹⁾ Performance has been rounded up or down to the nearest whole figure

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