Chapter 2: A new standard for
rural services
2.1. Setting out what rural people can
expect
2.1.1. Basic information about what people can expect from
services is a fundamental need, but it is often hard to find out
what level of service is on offer - leading some people in
remote areas to think they may be out of reach.
-
We are making clear for the first time how we will
deliver equitable access to the everyday public
services which rural people need;
-
We will ensure that existing access to services
is monitored and maintained, and a range of
measures in this paper sets out how it will
improve.
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2.1.2. The table below sets out minimum
standards and targets covering access to and the delivery
of public services in rural areas. This Rural Services Standard
shows how we are working towards giving people living in the
country more choice about how they access the services they
need, and better understanding of what they can expect to
get. It sets out new, upgraded and existing commitments to
rural access to services, where they are additional or different
to national commitments, or especially significant to people
living in rural areas. It explains how national or local
entitlements to services apply in rural areas, and refers
to charters of rights to services.
2.1.3. The standards will be updated as our modernisation
of our public services proceeds and we improve access to services in rural
areas.
- We will review this Rural Services Standard
annually through the Cabinet Committee on Rural
Affairs, in the light of advice from the Countryside
Agency and the national and regional panels of
rural stakeholders as described in chapter 13.
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See progress towards this commitment in the Rural White Paper Implementation Plan
The Rural Services Standard
Explanation and key
Presumption against closures:
Protecting the existing network of schools and post offices is essential to the viability of local rural communities. We have
strengthened our policy of presumption against the closure of schools. We have also strengthened our commitment to
avoiding closure of post offices. Their unparalleled reach into rural settlements will be exploited through better community
access to schools and the development of post offices as access points for a wide range of government services.
Indicators of access levels:
We don't have firm access standards for these, but by committing ourselves to monitor levels of access using surveys,
we will be able to identify problems and set targets for improvement to deliver more equitable outcomes for access to
public transport, social services and other services. Rural dwellers may access some types of services less than urban
dwellers, for a variety of reasons including convenience of access. Information on levels of access will help identify these
reasons and (where necessary) develop responses.
Geographic access standards:
Sometimes a benchmark standard can usefully be set, giving the maximum distance or time which people should
be expected to travel to reach a service outlet.
Response time targets:
For some services having a speedy response is critical. We are introducing new national target response times for
ambulances. These targets will be monitored and reported on.
Telephone services:
Information and advice over the telephone can often replace the need to travel to consult service providers or perform
basic transactions.
On line access:
Access over the internet will increasingly be used to provide convenient information and advice in rural areas, under
our commitment to make all public services available on line by 2005. The provision of information and communication
technology (ICT) access points through schools, libraries and (in the future) post offices will provide assisted and
convenient access in rural areas.
Help with fares:
Financial help is made available to users of services such as job centres who are especially disadvantaged.
| Service |
Service provider |
Requirement, indicator, standard or target |
| General |
All |
All Government services to be available on line by 2005.
This will be particularly helpful in rural areas, and a series of
initiatives will enable all people to learn to use the internet, such
as putting all public libraries on line, and the development of post
offices as internet learning and access points. Access will also
be provided through local authority information kiosks. |
|
Education
Access to Primary and
Secondary Schools
Schools° access to
learning material
Further Education
Colleges
|
LEAs
LEAs
|
Presumption against closure of rural schools; published guidance
requires that the need to preserve access to a local school for rural
communities is taken into account in considering closure proposals.
Local education authorities (LEAs) must provide free transport if
they consider it necessary to enable a pupil to attend school, and
they may help other pupils with their fares. Free transport is always
necessary for a pupil of compulsory school age (5-16) who attends
the nearest suitable school if it is beyond the statutory walking
distance of two miles for children under eight years and three for
children aged eight and above. This ensures that education for
compulsory school age pupils is accessible to rural communities.
All schools to be linked to the National Grid for Learning by 2002
- especially important for small rural schools.
Entitlement to assistance with access/travel costs (from FE Access
Fund). Childcare and residential costs may also be supported.
|
| Childcare |
LEAs, local authorities,
private and voluntary
sectors |
The Countryside Agency is developing an indicator of likely
need against formal public and private sector childcare provision.
This information will enable more equitable access standards to
be developed.
Online information on childcare providers and vacancies in your area
is available from the childcare website at: http://212.53.85.14/
|
| Post offices |
The Post Office |
Formal requirement on the Post Office to maintain the rural
network of post offices and to prevent any avoidable closures of
rural post offices.
Introduction of Horizon network will enable all post offices to
provide on-line banking services, greatly increasing access to
financial services and providing access to universal banking facilities
through post offices.
The Postal Services Act for the first time makes legal provision for a
universal delivery service, at a uniform national price, to all addresses.
|
|
Transport
Access to bus services
Rural rail services
|
Local authorities
Train operating
companies
|
We have set a target for the proportion of the rural population
living within about 10 minutes° walk of an hourly or better bus
service to increase from 37% to 50% by 2010, with an intermediate
milestone of 42% by 2004.
The level of franchised passenger services on rural lines is protected
by the Passenger Service Requirement (PSR). The Strategic Rail
Authority (SRA) has announced that a requirement of replacement
franchises will be to meet at least the existing PSR. This means that
people living in rural areas will have the security of knowing that
their trains are protected: operators can run more trains, but they
cannot run less than set out in the PSR.
|
|
Libraries
ICT Learning Centres
|
Local Authorities
Various
|
National standards for library services, to be introduced in April
2001, are likely to cover access (ie location and opening hours)
to mobile as well as branch libraries.
All public libraries to be on-line by 2002 with trained staff to support
public use of information and communications technology (ICT).
Network of 700 learning centres in England aimed at improving
access to ICT and ICT-based learning for adults in disadvantaged
communities. Rural needs recognised in guidance.
|
|
Health/care services
Access to GP and
other primary care
services
Access to advice
about healthcare
|
Health Authorities
Primary Care Groups
(PCG) and Primary
Care Trusts (PCT)
Health Authorities
|
Guaranteed access to a primary care professional within 24 hours
and to a doctor within 48 hours, to be achieved nationally by 2004.
The Countryside Agency will monitor average population distance
from GPs and dentists.
NHS Direct provides nurse based health advice by phone 24 hours
a day, 7 days a week. Service now available countrywide.
It is also available online at www.nhsdirect.nhs.uk.
100% pre-booking of outpatient appointments and inpatient
admissions by 2005.
|
| Social care |
LA Social Services
Departments |
The national charter Better Care, Higher Standards, a joint initiative
between the Department of Health and DETR, tells anyone who
needs care or support over the longer term what they can expect
from local housing, health and social services and what to do if
things go wrong. Local charters published in June 2000 set out
standards and targets to be achieved through joint working between
local authorities (housing and social services) and health authorities,
in partnership with users and carers.
The local charters will be regularly monitored to improve service
delivery.
The Department of Health publish a wide range of indicators on social
services, such as numbers in receipt of intensive home care, and of
older people (aged 65 or over) helped to live at home: these will
enable us to review rural levels of support, by comparing
boroughs and shire counties which broadly represent ´urban° and
´rural° local authorities.
|
|
Emergency services
Ambulance services
Police
Fire
|
NHS Ambulance
Trusts
Police Forces
Fire Brigades
|
The NHS ambulance service is setting targets to respond to life
threatening calls within 8 minutes in 75% of cases by March 2001
and to other 999 ambulance calls in rural areas within 19 minutes in
95% of cases (compared with 14 minutes in urban areas)
Each police force sets target times for responding to urgent
incidents in rural areas, under Best Value. These are monitored a key element in police performance and published by Police
Authorities.
The national standards of fire cover are based on set response
times according to the category of fire risk. In most rural areas
the standard is to reach a fire within 20 minutes. The fire service
maintains a high level of performance in meeting the standards
(96% on average in 1998-99).
|
| Community legal
service |
Local authorities, Legal
Services Commission
(LSC), Citizen°s Advice
Bureaux etc. |
The LSC is forming community legal services partnerships (CLSPs)
to deliver local networks of legal services, based on local needs.
Target is for 90% of the population to be covered by spring
2002.
CLSPs will use innovative methods such as the online directory
Just Ask! and kiosks to deliver better access in rural areas.
|
| Access to courts |
Courts Service,
Magistrates Courts
Committees (MCCs) |
We are reducing the need for travel to courts by exploiting IT:
piloting the use of video-conferencing, including facilities for
witnesses to give evidence in Crown Court trials; and providing
information through touch screen kiosks for county courts. |
|
Access to benefits
Benefit Agency Offices
Online Information
Benefit payment
|
Benefits Agency
Benefits Agency
Benefits Agency
|
Claimants can claim travel costs of attending benefit offices
(on those occasions where a visit is unavoidable the guideline is that
customers should incur travelling costs of no more than 80 pence
per week).
The Department of Social Security (DSS) web-site contains general
and technical information on BA benefits and services, and allows
customers to correspond by e-mail. Localised web-sites are
being developed in 9 pilot areas. Local authority information kiosks
will also provide - in partnership with the BA - online information
from the DSS website.
We have pledged that all benefit recipients who wish to do so will
continue to be able to access their benefits in cash at a post
office counter both before and after the changeover to payment
by automated credit transfer.
|
|
Employment
Job centres
Online information
New Deal Schemes
Action Teams for Jobs
Job seeker's
Allowance
|
Employment Service
Employment Service
Employment Service
Employment Service
Employment Service
|
Job Centre vacancies available via Employment Service Direct for
the cost of a local phone call.
From this autumn vacancy information will be available on the
internet and via computerised job points at conveniently located
public places. ICT Learning Centres will give access to Employment
Service Direct and the Employment Service (ES) Learning and
Workbank. This will increase the availability of access to jobsearch
facilities and help for those people in isolated rural areas.
Commitment to providing customers with individual help to
overcome transport difficulties in accessing employment
opportunities.
New Deal for Lone Parents scheme also provides help in locating
and paying for childcare.
Action Teams for Jobs in some areas of labour market disadvantage
(such as Cornwall) will work closely with local employers and tackle
transport to jobs issues. This could include help with individual
fares or involvement in new community transport services.
Special arrangements apply for people with poor public
transport access to job centres, allowing them to attend less
frequently. Round trip or one way public transport travel time
thresholds apply. In the case of journeys involving being away from
home for 8 hours, advisory interviews are arranged in the claimant's
home area.
Financial help available to meet public transport costs of
travelling to interviews
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See progress towards this commitment in the Rural White Paper Implementation Plan
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Page last modified:
19 May, 2005
Page published: 28 November, 2000
