11 Conclusion
202. The Committee concludes that Pension Credit
has increased the incomes of many of the poorer pensioners. The
Pension Service has succeeded in introducing it smoothly and successfully.
Evidence presented to the Committee suggests that for many pensioners
their experience of the Pension Service is good, particularly
in straightforward cases. However, serious consideration needs
to be given to making improvements in particular areas, including:
the accuracy of claim forms completed by Pension Credit Application
Line; the adequacy of advice Pension Service staff are able to
give on more complex issues such as the interaction with other
benefits; improving the procedures for dealing with errors and
delays and improving the quality of award letters.
203. The Pension Service faces a significant challenge
if it is to reduce its staffing levels from 19,965 in March 2004
to around 8,000 in 2011/12. Key to achieving this will be the
implementation of the Pensions Transformation Programme (PTP).
The Committee is encouraged that the Department appears to have
learned from experience and is introducing its business transformation
and the new technology in carefully managed stages. However, PTP
depends for its success on external factors, including other IT
projects. Furthermore, we have yet to see it operate in practice.
The Committee's key concern, therefore, is that staffing levels
in the Pension Service must be protected until the PTP shows that
it is able to deliver all the expected efficiencies.
204. The process of reducing staffing levels to such
an extent will inevitably be difficult. The Committee was given
evidence that announcements to date, and the resulting uncertainty,
have already had a negative impact on staff morale. The situation
is extremely disappointing for staff who joined because they saw
the Pension Service as a positive place to work, where they could
make a difference. The Committee is concerned that the quality
of service must be maintained throughout this process, and sufficiently
detailed information needs to be provided to enable this to be
monitored. The establishment of a 'standards committee', (including
representatives of customer representative groups) tasked with
producing six-monthly reports on the quality of service would
help ensure transparency and accountability . In particular, the
Local Service must not be seen as a 'soft target' for cuts. It
must have the resources it needs to play a full role in partnership
working, to maintain a visible presence at local level and to
meet local demand for home visiting.
|
