During the past two years Jobcentre Plus has faced considerable upheaval in trying to accommodate both organisational change and meet the DWP target for efficiency savings (which requires the loss of 15, 000 staff by March 20008). This report looks at how these changes have affected the ability of the Agency to meet its objectives in relation to: employment and training programmes; the capacity and role of Personal Advisors; the performance of the Customer Management System; the principles behind and the performance of Contact Centres. It concludes that too much was attempted too quickly, the planning and IT processes were not up to the job and service levels suffered. As a result Jobcentre Plus failed one of the tests of the Gershon programme that service quality should not deteriorate as a result of the efficiency process.First Contact Centres are called using an 0845 number, for which the caller has to pay a local call rate. ... Group stated that asome clients with debts will put repayment of housing/rent arrears and fuel costs above paying off phone bills and mayanbsp;...
|Title||:||The Efficiency Savings Programme in Jobcentre Plus|
|Author||:||Great Britain: Parliament: House of Commons: Work and Pensions Committee|
|Publisher||:||The Stationery Office - 2006|