APPENDIX
GOVERNMENT RESPONSE TO THE FIFTH REPORT FROM THE
SELECT COMMITTEE ON PUBLIC ADMINISTRATION (SESSION 1997-98) ON
THE REPORT OF THE NORTHERN IRELAND OMBUDSMAN FOR 1997
I am replying to the comments and recommendations
in the Select Committee's Report on the Report of the Northern
Ireland Ombudsman for 1997, which was published on 7 July. The
Report mentioned in particular the Child Support Agency and the
Department of the Environment (Planning Service), and I have noted
the Ombudsman's criticism and recommendations.
Child Support Agency
In the case of the Northern Ireland Child Support
Agency, it was gratifying to see the Ombudsman's remarks on the
way in which the Agency deals with his enquiries, and his recognition
of the improvements in its quality control.
The Agency's board, managers and staff are committed
to a process of continuous improvement in quality in all aspects
of the service it provides. During the period covered by this
Report, the Agency has demonstrated its commitment to quality
in a number of ways. It has produced a new Strategic Plan based
on the business excellence model, and now assesses all its processes
against the model. By concentrating initial assessment work in
area offices, and developing a programme of closer work with the
Social Security Agency, the Agency has been able to improve customer
service and reduce the time taken to complete these assessments.
Additionally, the Agency has appointed an independent case examiner.
Other measures include investing in continuous improvement
in training and supervision to improve the accuracy of Agency
staff. The success of this initiative is borne out by a significant
improvement in adjudication accuracy reported by the Chief Child
Support Officer. The Agency has committed itself to attaining
Investors in People standard by the end of 1998.
The Agency will continue to work to improve its service,
and to co-operate fully with the Ombudsman.
Department of the Environment—Planning Service
I was concerned to read your criticism that the Department
of the Environment had ignored the recommendation of your predecessor
Committee in 1996 and had failed to stem the flow of complaints
against the Planning Service. I can assure you that, since 1995,
the Planning Service has been reviewing is development control
procedures to improve service and remove poor administrative practices.
In early 1996, as an interim measure, the Planning
Service issued to all staff revised procedures for handling development
control cases and a restructured Planning Officer's report form
which ensured that critical issues would be properly recorded.
This was reported to the Northern Ireland Ombudsman and was referred
to in his 1996 Annual Report. Since then, the Planning Service
has completed or initiated action on a number of fronts to improve
procedures. These are listed in the attached Annex.
Included amongst these measures is a review of its
development control procedures which is well advanced. Known as
the Workflow Exercise, this review is being carried out by independent
consultants regarded as the Northern Ireland experts in the field.
The consultants' final report is expected early next year and
I shall ensure that a copy is sent to your Committee. A summary
of its recommendations and the action by the Planning Service
will be published in the Agency's Annual Report.
I hope that you can agree that considerable effort
has gone into responding positively to the criticisms both from
the Ombudsman and your predecessor Committee and that the Department
is acting upon the recommendations of your recent Report.
I share the concern of your Committee that the number
of complaints made to the Ombudsman about the Planning Service
has been increasing. While I am determined that the Agency should
strive to address this issue and continually review its procedures,
I would note that the number of complaints which the Ombudsman
has upheld has remained fairly static, at about 3 cases per year
over the last 4 years. As you have recognised in your own Report,
it is the Ombudsman's belief that the overall increase in complaints
against service providers in Northern Ireland is mainly the result
of his publicity efforts, rather than any significant deterioration
in the quality of service.
General
I note the Committee's recommendation that the Ombudsman
be empowered to require Departments to respond to his inquiries
within a specified time scale. I also note the Committee's comments
about the need for sufficient resources to be made available.
Following devolution, these matters will of course be for the
New Northern Ireland Assembly to address.
Finally, I would like to endorse the Committee's
praise for the Ombudsman, his predecessor and the staff of the
Office, for their determination in maintaining the accessibility
and the impartiality of the Ombudsman's Office during difficult
times. I note the Ombudsman's comments about the work of his Office
under the new arrangements and fully support his commitment to
continue to fulfil an impartial and credible role.
I hope that these comments go some way to meeting
the Committee's concerns.
19 November 1998
