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Written question asked by Chi Onwurah (Labour) on Monday, 14 July 2025, in the House of Commons. It was due for an answer on Wednesday, 16 July 2025. It was answered by Andrew Western (Labour) on Monday, 21 July 2025 on behalf of the Department for Work and Pensions.

Jobcentres: ICT

Question

To ask the Secretary of State for Work and Pensions, what steps her Department is taking to improve the (a) availability and (b) portability of (i) digital infrastructure and (ii) IT services at Jobcentre Plus locations, in the context of support for (A) staff and (B) public users in accessing jobs and careers services through (1) self-service technologies, (2) artificial intelligence, (3) employer suites, (4) self-service screens and (5) other portable access points.

Answer

We are reforming Jobcentre Plus and creating a new service across Great Britain that will enable everyone to access support to find good, meaningful work, and support to help them to progress in work, including through an enhanced focus on skills and careers.

Our vision is for a Jobs and Careers service where people can access support through the channels that best meet their needs – digital where possible, human when needed.

We are testing a range of flexible and accessible delivery mechanisms. These include early assessment of user needs, determining the appropriate course of action; Self-service check-in stations; Strategically placed digital screens, displaying local job opportunities; A dedicated customer TechBar, providing digital support; Multifunctional Hubs, supported by conferencing functionality.

We are also testing bringing our core services directly to communities to meet underserved groups using mobile vehicles and pop-ups.

In addition to these wider digital changes are underway that will include the update and rollout of revised customer computer systems.

Furthermore, dedicated funding has been earmarked to support wider proof of concept testing including In-person transcription and summarisation; Real time translation capabilities; Video-based access to providers/suppliers.

The insight gained throughout these tests will help to shape our future service model.

Secondary information

Type
Written question
Reference
67331
Session
2024-26
Subjects
ICT Jobcentres
Link
View this Written question on www.parliament.uk