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11 Dec 2008 : Column 215W—continued
Directgov has unique user statistics for part of our site but does not yet measure unique users for all our sub domains.
Jo Swinson: To ask the Secretary of State for Work and Pensions which sub-sites of the Directgov website have (a) received the most direct visitors and (b) recorded the most online transactions in the last 12 months for which figures are available; and what assessment he has made of the performance of each sub-site against objectives in creating two-way engagement between the citizen and government. [242531]
Jonathan Shaw: The Directgov Motoring section and electronic vehicle licensing (eVL) were the sub-sites that received the most direct visitors and recorded the most online transactions in the last 12 months.
We are looking at how we might make citizens who complete a transaction on one of these sub-sites aware of what else Directgov has to offer. This is relatively simple to do but requires the Departments who manage the content or own the transaction on the sub-sites to include the necessary changes to allow us to advertise other services.
One area in which we have seen a degree of success is the Act on CO2 campaign. The offline advertising calls for citizens to search online for the campaign without mentioning Directgov. Yet we know that about a fifth of people accessing the Act on CO2 campaign site have come from a promotion on the main Directgov website suggesting that they found the campaign while looking at something else on Directgov.
Directgov: Finance
Jo Swinson: To ask the Secretary of State for Work and Pensions what the cost of running the Directgov website was in each of the last five years. [242521]
Jonathan Shaw: Expenditure on the Directgov website since its launch in 2004 has been as follows:
| Financial year | £ million |
In addition, the following expenditure was incurred on non-web channels (i.e. kiosk, DTV and mobile):
| Financial year | £ million |
Expenditure for the current year (2008-09) is not yet available.
Directgov: Marketing
Jo Swinson: To ask the Secretary of State for Work and Pensions how the Directgov website is being promoted to the public. [242520]
Jonathan Shaw: Directgov is promoted to the public through a variety of online and offline channels. Online promotion includes partnership arrangements with sites such as AOL and MSN. Directgov also undertakes search engine optimisation and pay per click activity with search engines such as Google, MSN and Yahoo.
Offline channels include an ongoing PR programme plus partnership activities with intermediaries such as Jobcentre Plus and UK Online Centres.
Directgov also undertook a month long marketing campaign in February 2006 and again in March 2008 which focused on the depth and breadth of the Directgov offer, new transactional content on the website, and on Directgov's multi-channel presence.
Looking ahead, as Directgov becomes the main point of entry to public services online, there is an imperative to generate a higher level of awareness of Directgov and its services to the public. Therefore Directgov is planning a national marketing campaign to run over the next three years, starting in January 2009. It will be a multi-media campaign, using TV, radio, print, partnerships, ambient and online channels to increase understanding of the depth and breadth of information and services available through Directgov on the web, mobile and DiTV. The aim is to demonstrate relevance to citizens and increase propensity to use Directgov, with consequential increase in brand awareness and visitor numbers to Directgov. This will help Departments to realise the benefits from Directgov by increasing use of the online channel.
Allied to this, we are looking at how we can use alternative channels such as branded ‘widgets’ and applications to deploy content onto third party sites in the future.
Directgov: Standards
Jo Swinson: To ask the Secretary of State for Work and Pensions what assessment he has made of the effectiveness of the Directgov website; and what criteria have been established to assess its effectiveness. [242523]
Jonathan Shaw: Directgov has a benefits framework covering two customer groups: the citizen and Government Departments. Within each of these groups, performance is determined with reference to five benefits categories. Each of these benefit categories is evidenced by KPIs drawn from a variety of sources.
The effectiveness of Directgov is then monitored through regular reporting against these supporting KPIs. The main sources of information include:
Customer surveys (citizen)—conducted quarterly
Stakeholder surveys (Government Departments)—conducted every six months
Web metrics—available continuously
Brand research—conducted annually (in addition before and after the marketing campaign).
Performance against the framework is assessed on a quarterly basis and reported to the Directgov board.
Currently Directgov is performing well against the target KPIs in each category.
Disability Living Allowance: Sight Impairment
Jenny Willott: To ask the Secretary of State for Work and Pensions how many registered blind people receive the (a) low and (b) middle rate mobility component of the disability living allowance (i) in each (A) region and (B) constituency and (ii) nationwide. [241003]
Jonathan Shaw: I refer the hon. Member to the written answer I gave her on 26 November 2008, Official Report, column 1969W.
Employment Services: Lone Parents
Jenny Willott: To ask the Secretary of State for Work and Pensions what employment programme lone parents with children under the age of 12 years will be eligible to take part in once the flexible new deal has been implemented nationally and employment zone contracts have ended; and if he will make a statement. [241007]
Kitty Ussher: I refer the hon. Member to the reply I gave on 26 November 2008, Official Report, columns 2002-003W.
Housing Benefit
Jenny Willott: To ask the Secretary of State for Work and Pensions what estimate he has made of the cost to his Department of abolishing the single room rent and paying housing benefit claimants the same rate of benefit irrespective of their age in the last 12 months. [241011]
Kitty Ussher: I refer the hon. Member to the written answer I gave her on 26 November 2008, Official Report, column 1975W.
Lone Parents: Income Support
Jenny Willott:
To ask the Secretary of State for Work and Pensions with reference to the answer of 9 July 2008, Official Report, column 1685W, on lone parents: income support, what progress has been made towards developing a communications strategy to support the changes to the eligibility rules for income support
coming into effect in (a) October 2008, (b) October 2009 and (c) October 2010; and if he will make a statement. [241044]
Kitty Ussher: A communication strategy to support the changes to the eligibility rules for Income Support affecting lone parents is currently being implemented.
The strategy has a very clear focus on the need for timely and accurate communications to (1) customers affected by the changes, (2) Jobcentre Plus staff in roles impacted by the changes, and (3) external stakeholders involved in giving accurate advice to customers.
Key objectives of the communications strategy are to ensure that the following audiences receive co-ordinated, timely and tailored messages, as follows:
Existing lone parent customers and those making new or repeat claims to Income Support—understand the changes and how they will be affected
Advisers working with customers—know how the changes will impact on them and their lone parent customers
Stakeholders external to Jobcentre Plus—are clear on these changes and the effect they will have upon them and their customers.
To meet these objectives the strategy includes the following:
Mailshots sent direct on 6 October 2008 to specific lone parent customers, which outline the effect that the changes may have on them, including new requirements for quarterly attendance at work-focused interviews and how their claim to disability premium could be affected (where relevant).
A further mailshot in on 24 November 2008 to lone parents affected, confirming that the changes have been approved by Parliament. This will be supported by local mailshots to offer voluntary interviews 6 weeks prior to the end of the lone parents' Income Support.
Providing lone parent customers with detailed information factsheets that clearly outline the changes for them and the action they may need to take with the support of their adviser.
A leaflet and poster campaign to explain in visual format the steps each lone parent will take as the changes impact them.
Local 'Options and Choices' events for lone parents that explain the changes and offer advice and guidance in preparing for work (these have been in place since April 2008).
Publication of details of the changes on both the DWP and Jobcentre Plus Internet sites.
A range of products available to Jobcentre Plus staff to ensure that they are able to deliver the correct messages to customers including briefings, desk aids, presentations, key messages, links to guidance and supporting articles in internal publications. This also includes roadshows delivered to senior managers to ensure understanding of the changes.
Numerous presentations to key external stakeholders and close engagement with external lone parent voluntary groups.
The same approach is proposed for introduction of Phase 2 of the changes in 2009 and Phase 3 in 2010. However, in spring 2009 we will evaluate the Phase 1 communications and feed these findings into communication plans for the next phases.
Social Fund
Jenny Willott: To ask the Secretary of State for Work and Pensions how much was paid in (a) crisis loans, (b) budgeting loans and (c) community care grants to people in (i) each Jobcentre Plus district and (ii) each region in each month since April 2003; and if he will make a statement. [240516]
Mr. McNulty: I refer the hon. Member to the written answer given to her on 26 November 2008, Official Report, column 2027W.
Jenny Willott: To ask the Secretary of State for Work and Pensions which Jobcentre Plus districts underspent their allocations for (a) crisis loans, (b) budgeting loans and (c) community care grants in each year since 2003; how much and what proportion of the budget for each such district the underspend represented; and if he will make a statement. [240517]
Mr. McNulty: I refer the hon. Member to the written answer given to her on 26 November 2008, Official Report, columns 2026-027W.
Social Security Benefits
Mr. Roger Williams: To ask the Secretary of State for Work and Pensions how many (a) benefit payments and (b) pension payments were issued by giro cheque in each (i) constituency and (ii) region in each of the last three years. [241063]
Ms Rosie Winterton: The number of benefit and pension accounts paid by cheque in each constituency for each of the last three years will be placed in the Library.
The number of benefit and pension accounts paid by cheque in each region for the same period is shown in the following table.
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