I write on behalf of the Social Security Agency in response to advertisements placed recently by NIPSA under the title ‘Defending Your Local Benefit Service’. The claims made by NIPSA range from being wildly speculative to being totally untrue. Under our proposals we will be providing a better service, not making it worse.

The facts are as follows.

Local offices will not be closing. Despite our Minister’s commitment to keeping all offices, NIPSA has said that half of our local offices will be closing. This claim is totally untrue.

Contrary to recent comments, staff will not be expected to travel hundreds of additional miles under these proposals. In line with NICS provisions, any staff moves will be within reasonable daily travel. Where this is not possible, other measures will be considered.

There will be no staff redundancies as a consequence of SBR. Various claims to the contrary are totally untrue.

The Agency’s front line will be strengthened by the SBR proposals. Figures have been circulated by NIPSA expressing the view that there may be an overall reduction under SBR proposals of almost 500 staff delivering benefits such as Job Seekers Allowance, Income Support and Social Fund. Again this is untrue. Any staff relocated from JBO/SSO offices to Benefit Processing Centres will continue to be directly involved in delivering benefits.

Comments have also been made that separation of the back offices from local front offices can only mean a dilution of service to the customer. There is no evidence anywhere to support this statement.

All frontline offices will continue to be fully staffed to meet demand in order to provide customers with a full service. Speculation relating to ‘skeleton staff’ being unable to cope, or the introduction of a two tier service is entirely untrue. Together with our colleagues from the Department for Employment and Learning we will ensure that customers will continue to receive a very good service.

Appointments will be adequately resourced and arranged on a timely basis. Arrangements will be put in place to ensure that the needs of vulnerable customers are met. The SBR proposals will offer greater customer choice and accessibility. A ‘walk-in’ service will continue to be available for those who need it; for example, in situations of urgent financial need such as Crisis Loans. The concern that customers may be required to travel to a neighbouring office to have their needs met has no basis and will not happen.

Under SBR proposals telephony arrangements to meet customer needs will be enhanced and modernised to the latest industry standards. Speculation that telephony support units would be distant, impersonal call centres is incorrect. They would be staffed by experienced Agency personnel who will be trained to ensure that each customer’s needs are met in a timely and effective manner.