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44558

registered interest
date	24/03/2014
answering body	Department for Transport
answering dept id	27
answering dept short name	Transport
answering dept sort name	Transport
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Department for Transport and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6215
answer	answer is ministerial correction date of answer 02/04/2014 answer text <p> </p><p>The information requested regarding the conduct of customer, user and satisfaction surveys across the Department for Transport and its agencies in the last 12 months is as follows:</p><p> </p><p> </p><table><tbody><tr><td><strong>Survey</strong></td><td>Comissioned by Board</td><td>Reported to Board</td></tr><tr><td> </td><td> </td><td> </td></tr><tr><td><strong>DVLA</strong></td><td> </td><td> </td></tr><tr><td>Customer Satisfaction Survey 2012-13</td><td>Yes</td><td>Yes</td></tr><tr><td> </td><td> </td><td> </td></tr><tr><td><strong>VOSA</strong></td><td> </td><td> </td></tr><tr><td>ATF Satisfaction Survey</td><td>Yes</td><td>Yes</td></tr><tr><td>PSV operators survey</td><td> </td><td> </td></tr><tr><td>MOT modernisation user survey</td><td> </td><td> </td></tr><tr><td>User evaluation of communications - operators</td><td> </td><td> </td></tr><tr><td>User evaluation of communications - MOT</td><td> </td><td> </td></tr><tr><td> </td><td> </td><td> </td></tr><tr><td><strong> MCA</strong></td><td> </td><td> </td></tr><tr><td>UK Ship Register</td><td> </td><td>Yes</td></tr><tr><td>Survey and Inspection Regime</td><td> </td><td>Yes</td></tr><tr><td>Seafarer Certifcate of Competency</td><td> </td><td>Yes</td></tr><tr><td>Seafarer Certificate of Equivalent Comeptency</td><td> </td><td>Yes</td></tr><tr><td> </td><td> </td><td> </td></tr><tr><td><strong>HA</strong></td><td> </td><td> </td></tr><tr><td>National Road User Survey</td><td> </td><td>Yes</td></tr><tr><td>Area Road User Survey x7</td><td> </td><td> </td></tr><tr><td> </td><td> </td><td> </td></tr><tr><td><strong>DSA</strong></td><td> </td><td> </td></tr><tr><td>Car driving test candidates x2</td><td> </td><td>Yes</td></tr><tr><td>Motorcycle driving test candidates x2</td><td> </td><td>Yes</td></tr><tr><td>LGC/PCV driving test candidates</td><td> </td><td>Yes</td></tr><tr><td>Approved driving instructors x2</td><td> </td><td>Yes</td></tr><tr><td>Approved motorcycle training bodies</td><td> </td><td> </td></tr><tr><td>Potential driving instructors</td><td> </td><td> </td></tr><tr><td>Trainers on the ORDIT register</td><td> </td><td> </td></tr><tr><td>Trainers on the voluntary LGV/PCV register</td><td> </td><td> </td></tr></tbody></table><p> </p><p>Glossary</p><table><tbody><tr><td>ATF</td><td>Authorised Testing Facility</td></tr><tr><td>DSA</td><td>Driver Standards Agency</td></tr><tr><td>DVLA</td><td>Driver and Vehicle Licensing Agency</td></tr><tr><td>HA</td><td>Highways Agency</td></tr><tr><td>MCA</td><td>Maritime and Coastguard Agency</td></tr><tr><td>PSV</td><td>Public service vehicle</td></tr><tr><td>VCA</td><td>Vehicle Certification Agency</td></tr><tr><td>VOSA</td><td>Vehicle and Operator Services Agency</td></tr><tr><td>LGV</td><td>Large goods vehicle</td></tr><tr><td>PCV</td><td>Passenger carrying vehicle</td></tr><tr><td>ORDIT</td><td>Online register of driving instructors</td></tr></tbody></table><p> </p><p> </p><p> </p> answering member printed Baroness Kramer question first answered 02/04/2014 12:00:00 answering member 1557 label Biography information for Baroness Kramer
tabling member	4286 label Biography information for Lord Mendelsohn

44560

registered interest
date	24/03/2014
answering body	Wales Office
answering dept id	28
answering dept short name	Wales
answering dept sort name	Wales
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Wales Office and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6217
answer	answer is ministerial correction date of answer 31/03/2014 answer text <p>The Wales Office has not conducted any customer or user surveys in the last 12 months.</p><p>However, the Wales Office conducts a staff engagement survey annually, and the results are reported to the Department's management board.</p><p> </p> answering member printed Baroness Randerson question first answered 31/03/2014 12:00:00 answering member 4230 label Biography information for Baroness Randerson
tabling member	4286 label Biography information for Lord Mendelsohn

44561

registered interest
date	24/03/2014
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Department for Work and Pensions and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6218
answer	answer is ministerial correction date of answer 31/03/2014 answer text <p /> <p /> <p>The Department for Work and Pensions conducts an annual Claimant Service and Experience Survey which measures customer satisfaction. The survey includes customers of Jobcentre Plus and the former agency Pensions, Disability and Carers Service. Fieldwork for the 2013 survey was completed in September. The survey is approved by the Operations Executive Team and key findings have been reported to them.</p><p> </p><p>The Child Maintenance Group conducts customer satisfaction surveys to cover all its statutory schemes. Quarterly surveys are run for the 1993/2003 and 2012 schemes and a monthly survey for the Options Gateway to tell how customers think suppliers are delivering service. All of these surveys are commissioned and reviewed for internal use by the CMG Executive Team.</p><p> </p> answering member printed Lord Freud question first answered 31/03/2014 12:00:00 answering member 3893 label Biography information for Lord Freud
tabling member	4286 label Biography information for Lord Mendelsohn

44562

registered interest
date	24/03/2014
answering body	Attorney General
answering dept id	88
answering dept short name	Attorney General
answering dept sort name	Attorney General
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what is the percentage cost over-run established by the management board for any budget in the Attorney General's Office to merit being tabled at the departmental management board; and how many times in the last 12 months that has occurred.
tabling member printed	Lord Mendelsohn
uin	HL6219
answer	answer is ministerial correction date of answer 07/04/2014 answer text <p>The Attorney General's Office (AGO) does not have a cost overrun established by the management board above which it merits a budget being tabled at departmental Executive Board. No overruns have been reported to the AGO Executive Board in the last 12 months.</p> answering member printed Lord Wallace of Tankerness question first answered 07/04/2014 12:00:00 answering member 630 label Biography information for Lord Wallace of Tankerness
tabling member	4286 label Biography information for Lord Mendelsohn

44563

registered interest
date	24/03/2014
answering body	Cabinet Office
answering dept id	53
answering dept short name	Cabinet Office
answering dept sort name	Cabinet Office
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what is the percentage cost over-run established by the management board for any budget in the Cabinet Office to merit being tabled at the departmental management board; and how many times in the last 12 months that has occurred.
tabling member printed	Lord Mendelsohn
uin	HL6220
answer	answer is ministerial correction date of answer 01/04/2014 answer text <p> </p><p>The Cabinet Office Board and the Executive Management Committee review the department's financial position on a regular basis.</p><p> </p> answering member printed Lord Wallace of Saltaire question first answered 01/04/2014 12:00:00 answering member 1816 label Biography information for Lord Wallace of Saltaire
tabling member	4286 label Biography information for Lord Mendelsohn

44261

registered interest
date	20/03/2014
answering body	Home Office
answering dept id	1
answering dept short name	Home Office
answering dept sort name	Home Office
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Home Office, and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6210
answer	answer is ministerial correction date of answer 26/03/2014 answer text <p> </p><p> </p><p> </p><p>The Home Office and its agencies use a range of in-house tools and <br />methodologies to evaluate customer and partner feedback on specific products <br />and services. As these are related to small scale specific projects, the <br />results are not reported systematically to the Home Office Board.</p><p> </p><p><br />Her Majesty's Passport Office has conducted 3 waves of passport customer <br />satisfaction surveys in the last 12 months. Customer satisfaction is one of the <br />key performance indicators for the agency, and the results are reported to the <br />agency management board and to the Home Office as part of regular performance <br />reports.</p><p> </p><p><br />UK Visas and Immigration is in the process of developing a wide-ranging and <br />regular customer satisfaction survey. This has been sponsored at UKVI's <br />Customer Board.</p><p> </p> answering member printed Lord Taylor of Holbeach question first answered 26/03/2014 12:00:00 answering member 3787 label Biography information for Lord Taylor of Holbeach
tabling member	4286 label Biography information for Lord Mendelsohn

44263

registered interest
date	20/03/2014
answering body	Ministry of Justice
answering dept id	54
answering dept short name	Justice
answering dept sort name	Justice
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Ministry of Justice and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6212
answer	answer is ministerial correction date of answer 03/04/2014 answer text <p> </p><p> </p><p>The Ministry of Justice and its agencies (the National Offender Management Service, the Legal Aid Agency and the Office of the Public Guardian) have conducted the following customer, user and satisfaction surveys in the last 12 months:</p><p> </p><p><strong>Ministry of Justice:</strong></p><ul><li>Pilot postal and telephone survey with civil court customers</li><li>E-questionnaire with individuals and businesses who have brought commercial cases to the rolls building</li><li>Inclusion of questions in the Crime Survey for England and Wales to explore views and experiences of users of our services</li></ul><p>These surveys were not commissioned by the Executive Committee and the findings from these surveys have not been reported to the Committee.</p><p> </p><p><strong>National Offender Management Service:</strong></p><ul><li>The Offender Management Feedback Questionnaire (OMFQ) survey of offenders under probation supervision</li><li>The Measuring the Quality of Prison Life (MQPL) survey of prisoners</li></ul><p>The results of both surveys are reported to the NOMS Agency Board. The OMFQ was agreed at Director level, and the MQPL surveys are undertaken for many years with the agreement of the NOMS Agency Board.</p><p> </p><p> </p><p><strong>Office of the Public Guardian:</strong></p><ul><li>Deputy customer satisfaction survey</li><li>Lasting power of attorney (LPA) customer satisfaction survey</li><li>Digital LPA tool user feedback survey – at the end of the online digital application process</li></ul><p>These surveys were commissioned/approved by the OPG Board, and the survey results have been passed to the board.</p><p> </p><p><strong>Legal Aid Agency:</strong></p><ul><li>Client satisfaction surveys with users of the civil legal aid telephone advice service</li><li>Survey to pilot users of the new civil legal aid online system</li><li>Customer service survey of legal aid providers</li><li>Other ad hoc customer satisfaction surveys</li></ul><p>The findings from the surveys with users of the civil legal aid telephone advice service have been reported to the LAA Board. The remaining surveys have not been reported to or commissioned by the LAA Board.</p><p> </p><p>Her Majesty's Courts and Tribunals Service have not conducted any surveys in the last 12 months.</p> answering member printed Lord Faulks question first answered 03/04/2014 12:00:00 answering member 4183 label Biography information for Lord Faulks
tabling member	4286 label Biography information for Lord Mendelsohn

43281

registered interest
date	17/03/2014
answering body	Department for Education
answering dept id	60
answering dept short name	Education
answering dept sort name	Education
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Department for Education and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6034
answer	answer is ministerial correction date of answer 27/03/2014 answer text <p>The Department for Education uses a range of feedback mechanisms across policy and delivery work to improve the experience of users and customers. Feedback is commissioned by the relevant teams; there is no central coordination of this activity. To collect details of this would incur disproportionate cost. The Department's management board considers papers covering the range of the Department's responsibilities, which reflect the results of the Department's feedback mechanisms.</p> answering member printed Lord Nash question first answered 27/03/2014 12:00:00 answering member 4270 label Biography information for Lord Nash
tabling member	4286 label Biography information for Lord Mendelsohn

43282

registered interest
date	17/03/2014
answering body	Department for Energy and Climate Change
answering dept id	63
answering dept short name	Energy and Climate Change
answering dept sort name	Energy and Climate Change
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government what customer, user and satisfaction surveys were conducted in the last 12 months in the Department of Energy and Climate Change and the agencies that report to it; which of them have been reported to the management board in the last 12 months; and which were commissioned by the management board.
tabling member printed	Lord Mendelsohn
uin	HL6035
answer	answer is ministerial correction date of answer 24/03/2014 answer text <p>The Department of Energy and Climate Change has conducted 15 quantitative customer, user and satisfaction surveys in the last 12 months, the details of which are appended below. The results of all these surveys have been, or will be, published on gov.uk/decc.</p><p> </p><p>The Department of Energy and Climate Change does not have any agencies which report to it.</p><p> </p><p>No surveys were commissioned by the DECC Executive Committee: surveys are managed within individual policy areas, programmes and projects, with results reported to relevant internal boards.</p><p> </p><table><tbody><tr><td><p>1. DECC Public Attitudes Tracker survey</p><p> </p></td><td><p>Quarterly waves</p></td></tr><tr><td><p>2. Quantitative research into public awareness, attitudes, and experience of Smart Meters</p><p> </p></td><td><p>Two waves</p></td></tr><tr><td><p>3. Smart Meters Early Learning Project Consumer Survey*</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>4. DECC Community Energy Survey</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>5. Green Deal Supply Chain research</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>6. Non-Participants in GD Supply Chain</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>7. Green Deal Household Tracker</p><p> </p></td><td><p>Three waves</p></td></tr><tr><td><p>8. Green Deal assessments research</p><p> </p></td><td><p>Three waves</p></td></tr><tr><td><p>9. Green Deal assessments research: Wave 1 follow up</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>10. Green Deal customer journey research</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>11. Research to explore consumer response to the potential use of winter fuel payments to invest in energy efficiency home improvements</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>12. Questions on GfK Omnibus survey exploring ways to paying for energy saving home improvements*</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>13. Questions on GfK Omnibus survey on Energy Performance Certificates and cash back incentives*</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>14. Survey of applicants to the non-domestic Renewable Heat Incentive*</p><p> </p></td><td><p>One-off survey</p></td></tr><tr><td><p>15. Renewable Heat Premium Payment 2 evaluation*</p><p> </p></td><td><p>Two surveys of participating households.</p></td></tr></tbody></table><p><em>*Publication date to be confirmed.</em></p> answering member printed Baroness Verma question first answered 24/03/2014 12:00:00 answering member 3790 label Biography information for Baroness Verma
tabling member	4286 label Biography information for Lord Mendelsohn

42637

registered interest
date	11/03/2014
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name
answering dept sort name
house id	2
legislature	25277 pref label House of Lords
question text	To ask Her Majesty's Government how many staff are currently employed for more than 50 per cent of their working week to support the Permanent Secretary of the Department for Work and Pensions in his role as Accounting Officer; and what are their job titles.
tabling member printed	Lord Mendelsohn
uin	HL5906
answer	answer is ministerial correction date of answer 19/03/2014 answer text <p /> <p /> <p>In one sense, all DWP staff support the Accounting Officer through their individual responsibilities to work confidently within the system of control for which the Accounting Officer is ultimately responsible, to ensure the effective operation of a major government department, which will make some £136.4 billion in welfare payments this year.</p><p> </p><p>More narrowly, the Accounting Officer is directly supported in his role by his Finance Director General, the 40 Senior Civil Servants that comprise that DG's senior management team; and - in turn – by other colleagues when they handle issues which require explicit Accounting Officer involvement. </p> answering member printed Lord Freud question first answered 19/03/2014 12:00:00 answering member 3893 label Biography information for Lord Freud
tabling member	4286 label Biography information for Lord Mendelsohn