To ask the Deputy Prime Minister (1) what objectives for more efficient service and customer care have been (a) set and (b) met, by the citizens charter office and the office of charter mark (i) to date and (ii) for the future; [5541](2) what targets have been set for the time taken to answer incoming phone calls by the citizens charter office and the office of charter mark. [5540]

The unit is currently working to the following targets;

To ask the Deputy Prime Minister what is his estimate of the total cost to date of running the charter mark publications line, number 0345 223242; what date was this line established; and how many calls there have been since establishment. [5532]

The citizens charter publication line on 0345 22 32 42 was set up on the 16 March 1994. Calls are charged at a local rate.

To ask the Deputy Prime Minister what is the total annual cost of running the charter mark assessment office. [5534]

The cost of the assessment for the 1995 charter mark scheme is estimated to be approximately £500,000. A final figure is not yet available.

To ask the Deputy Prime Minister what is his estimate of the cost of running the charter mark seminars inquiry line since it was established; what was the date on which this line was established; what is the total number of calls to this line to date; and what is the budgeted expenditure for this line in 1995–;96 and 1996–;97. [5536]

The charter mark seminar inquiry line is provided by the contractor, Glasgow and Associates, and was set up on 9 January 1995 as part of the overall seminar package. There are no separate running costs for this service. So far, 5,000 calls have been received.

To ask the Deputy Prime Minister what was the cost of producing, publishing and distributing the rural services check list, devised by the charter unit. [5538]

-The cost of producing, publishing and distributing the rural services check list was £4,756.99, excluding VAT and postage.

To ask the Deputy Prime Minister how many complaints about the offices of the citizens charter and charter mark have been received since their establishment; and what procedures to handle complaints have been established. [5539]

Complaints about the workings of the charter unit have historically been dealt with under the procedures for handling general correspondence; they have not been recorded separately. Between April 1992, when records were started, and September 1995 the unit dealt with 7,802 letters. A very small number of these have involved complaints about the unit.Formal complaints handling guidance was drawn up for the unit in April 1995. This sets out action to be taken on receiving a complaint, targets for responding, and procedures for review.

To ask the Deputy Prime Minister how many copies of "Charter News" are printed and distributed quarterly and at what total cost; and what is the total cumulative cost to date of producing, printing and distributing this publication. [5531]

In its present format, 88,000 copies of "Charter News" are printed and distributed quarterly at an average total cost of £78,299. The total cumulative cost to date of producing, printing and distributing nine issues of "Charter News" has bee £623,277.17.

To ask the Deputy Prime Minister what is his estimate of the total cost to date of seminars held in relation to charter mark; what is the estimated cost for such seminars in 1995–96 and 1996–97; and what is his estimate of the number of such seminars which will be held. [5535]

Before 1994, informal charter mark seminars were held at the charter unit—the cost of these is not recorded. The total cost of the 13 seminars held for organisations interested in applying for charter mark in 1994–95 was £153,000. The estimated cost of the 19 seminars being held in 1995–96 is £200,000. We plan to hold about 20 charter mark seminars in 1996–97 at a total estimated cost of £200,000.

To ask the Deputy Prime Minister what was the date on which the citizens charter mark office was established; what assessment of its performance has been made to date; and if he will publish the assessment. [5537]

The charter mark award scheme is administered by the citizens charter unit in the Cabinet Office, Office of Public Service. The charter unit was set up in July 1991 and the first charter mark awards were made in October 1992.The performance of the charter unit can be measured by an increase in the number of applications of more than 250 per cent., and the increase in the number of winners of more than 600 per cent. In 1995, 1,824 people attended charter mark seminars around the country.

To ask the Deputy Prime Minister if he will list each publication produced in relation to the charter mark scheme since its establishment; and if he will estimate for each publication the total cost of production , printing and distribution. [5533]

The publication are as follows:

To ask the Deputy Prime Minister (1) what has been the total annual cost of running the citizens charter unit since its establishment; and what is the projected annual cost for each year until 1998–99; [5543](2) what assessment of value for money has been made of the citizens charter unit; and if he will publish it. [5542]

The annual cost of running the citizens charter unit since its establishment and the projected annual cost for each year until 1998–99 are set out in the following table: