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Dawn Primarolo: Since Tenet were awarded the contract in May 1999 to provide Digital Mapping Application Software to the Valuation Office Agency the total paid to Tenet for the software and user licences is £706,668 excluding VAT. Tenet has not provided any hardware to the agency to date. This tool is used across the agency's business.
Mr. Gauke: To ask the Chancellor of the Exchequer what estimate he has made of the cost to the Government in 200405 of Missing Trader Intra Community (Carousel) VAT fraud; and what estimate he has made of the cost in 200506. 
HMRC's latest estimates of MTIC fraud were published as part of the PBR 2005 documentation. http://www.hmrc.gov.uk/pbr2005/mitl2005.pdf. These cover all forms of MTIC fraud, not just the carousel variant. Because of the difficulty of obtaining accurate estimates of the scale of fraud, the figures are presented as a range.
25 Jan 2006 : Column 2226W
Mr. Laws: To ask the Secretary of State for Work and Pensions what his estimate is of the number of Child Support Agency cases (a) received and (b) cleared for each month from January 2004 to October 2005; and if he will make a statement. 
You asked the Secretary of State for Work and Pensions what his estimate is of the number of Child Support Agency cases (a) received and (b) cleared for each month from January 2004 to October 2005; and if he will make a statement.
During 200304 a three-tier complaints process was introduced. Stage 1 complaints are dealt with by the complaints resolution team located within each of the Agency's six business units. Stage 2 complaints are an escalation to the relevant Area Director when the client is not satisfied with the outcome of stage 1 ; and stage 3 is an escalation to the Chief Executive if the client remains dissatisfied. At each level of the complaints process, clients are advised as to how they can escalate their complaint should they remain dissatisfied with the reply they receive.
In a letter sent to you by Mike Isaac in July 2005, the number of complaints received by the Agency incorrectly included those which had been escalated through stages 2 and 3 as a separate component of the total number of complaints received by the
As you can see, the volume of complaints received by the Agency has broadly stabilised. In the twelve months up to November 2005, the Agency received a total of 54,000 complaints, this compares to 55,000 for the 12 months up to May 2005 (the earliest period for which comparable data for total numbers of complaints received is available).
To put the attached figures into context, the 54,000 complaints received by the Agency in the 12 months to November 2005 represents less than 4% of the 1.4 million cases currently dealt with by the CSA.
|January 2003||February 2003||March 2003||April 2003||May 2003|
|Stage 1 written complaints||1,172||1,340||1,446||1,384||1,425|
|Stage 1 telephone complaints||144||175||208||220||310|
|To chief executive||574||649||764||(32)||(32)|
|MP letter to business unit||341||353||381||362||391|
|June 2003||July 2003||August 2003||September 2003||October 2003|
|Stage 1 written complaints||1,666||2,017||1,725||2,086||2,724|
|Stage 1 telephone complaints||508||667||595||772||780|
|To chief executive||(32)||(32)||(32)||(32)||(32)|
|MP letter to business unit||403||420||382||443||519|
|November 2003||December 2003||January 2004||February 2004||March 2004|
|Stage 1 written complaints||2,553||1,697||2,360||2,358||2,814|
|Stage 1 telephone complaints||625||525||749||778||929|
|To chief executive||(32)||(32)||(32)||(32)||(32)|
|MP letter to business unit||446||403||428||551||569|
|April 2004||May 2004||June 2004||July 2004||August 2004|
|Stage 1 written complaints||2,422||2,748||2,611||2,457||2,505|
|Stage 1 telephone complaints||818||897||907||958||807|
|To chief executive||(33)||(33)||462||481||447|
|MP letter to business unit||566||499||592||723||755|
|September 2004||October 2004||November 2004||December 2004||January 2005|
|Stage 1 written complaints||2,746||2,483||2,633||1,494||2,229|
|Stage 1 telephone complaints||876||834||927||937||807|
|To chief executive||404||367||446||485||289|
|MP letter to business unit||722||755||891||705||714|
|February 2005||March 2005||April 2005||May 2005||June 2005|
|Stage 1 written complaints||2,454||2,431||2,561||2,187||2,209|
|Stage 1 telephone complaints||874||928||934||872||909|
|To chief executive||460||511||665||228||482|
|MP letter to business unit||962||987||793||719||789|
|July 2005||August 2005||September 2005||October 2005||November 2005|
|Stage 1 written complaints||2,030||2,213||2,291||2,158||2,438|
|Stage 1 telephone complaints||779||786||863||892||1,003|
|To chief executive||478||524||480||493||507|
|MP letter to business unit||814||754||798||820||1,001|
Mr. Paul Goodman: To ask the Secretary of State for Work and Pensions how many complaints the Child Support Agency has received from members of the public in relation to the computer systems used by the Agency since their introduction. 
You asked the Secretary of State for Work and Pensions how many complaints the Child Support Agency has received from members of the public in relation to the computer systems used by the Agency since their introduction.
I regret that equivalent information was not recorded prior to August 2004. I must point out that the figures I have quoted include all complaints received and not just those that are received directly from clients. A complaint may be received on behalf of a client or by a representative, for example an MP, and the figures relating to the types of complaint for such cases cannot be broken down separately.
To ask the Secretary of State for Work and Pensions pursuant to the answer of 24 November 2005, Official Report, column 2249W, on the Child Support Agency, for what reasons the Child Support Agency
25 Jan 2006 : Column 2230W
does not send a Deduction of Earnings Order to employers in all cases where an employed non-resident parent is not making regular payments. 
Mr. Plaskitt: Deduction from Earnings Orders (DEOs) are a discretionary decision which means the Agency considers each case on merit and seeks to apply them if a non-resident parent (NRP) is employed but not compliant with maintenance payments. A DEO may not be appropriate for a limited number of reasons including, where the NRP's jobs are likely to be short term or if an NRP is employed outside of the UK.
Mr. Laws: To ask the Secretary of State for Work and Pensions what proportion of calls to the Child Support Agency helpline were (a) answered, (b) received, (c) engaged and (d) hung up on in each month from June to November; and if he will make a statement. 
You asked the Secretary of State for Work and Pensions what proportion of calls to the Child Support Agency helpline have been (a) answered (b) received (c) engaged and (d) hung up on in each month from June to November; and if he will make a statement.
With regard to the first part of the question, the proportion of calls answered has been presented in two ways. Some calls are either ineffective (due to a network failure, for example) or are abandoned or lost during the Interactive Voice Response (IVR) part of the process before they have joined a queue to be answered by staff (for example if a client does not have their National Insurance number to hand and hangs up to go and find it before calling back). Therefore this figure has also been presented as a proportion of the total calls that are available for Agency staff to answer.
|Attempted customer calls to both CS2 and CSCS numbers||463,000||418,000||440,000||500,000||480,000||454,000|
|Calls for which outcome not recorded||7,000||5,000||4,000||4,000||4,000||2,000|
|Calls for which outcome recorded||456,000||413,000||436,000||496,000||476,000||452,000|
|Percentage calls that received an engaged/busy tone||1||||||1||5|||
|Percentage calls otherwise ineffective||3||2||2||3||3||2|
|Percentage calls abandoned/lost during the IVR process.||4||5||5||5||6||7|
|Percentage calls abandoned in the queue (post IVR)||10||8||9||11||8||6|
|Percentage calls answered||82||86||83||79||77||85|
|Percentage calls answered that were available to staff to answer (post IVR)||89||92||90||88||90||93|
Miss McIntosh: To ask the Secretary of State for Work and Pensions what the average length of time taken by the Child Support Agency is to update maintenance payments by absent parents where the income of the absent parent has changed. 
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