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To ask the Secretary of State for Work and Pensions how many and what percentage of telephone calls were (a) offered, (b) answered, (c) engaged and (d) given up in each Jobcentre Plus contact centre in each month from January to November; and if he will make a statement.
To ask the Secretary of State for Work and Pensions how many and what percentage of telephone calls were (a) offered, (b) answered, (c) engaged and (d) given up in each Jobcentre Plus contact centre in each month from January to November; and if he will make a statement.
Asked by
David Laws
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
20 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 20 December 2005:"The Secretary of State has asked me to reply to your question concerning how many and what percentage of telephone calls were offered, answered, engaged, and given up in each Jobcentre Plus contact centre in each month from January 2005 and November 2005. This is something, which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""I have arranged to place in the House of Commons Library details of calls offered and answered at each Contact Centre for both Jobseeker Direct and First Contact for benefit claims. I have included abandoned calls as we assume that this is what is meant by calls ‘given up'. When customers call a contact centre and there is no agent free they are placed in a queue rather than hear an engaged tone, so no callers would hear an engaged tone.""Our aim is to answer 90% of all calls. The latest figures available for November show we answered 92.4% of all calls.""Finally, in my reply to your earlier question on this subject (PQ 32512—appearing in Hansard on the 7 December) there were two slight inaccuracies in the figures provided. The information I have placed in the Library now contains the correct figures. I apologise for this oversight."
Subjects
Applications; Jobcentres; Jobcentre Plus; Social security benefits; Standards; Telephone services; Telephones
Date
20 December 2005
Reference
34170; 440 c2868W
House
House of Commons
To ask the Secretary of State for Work and Pensions what recent assessment has been made of the (a) comprehensiveness and (b) accuracy of advice given by Jobcentres on the effect on household incomes of coming off the unemployment register and engaging in part-time work.
To ask the Secretary of State for Work and Pensions what recent assessment has been made of the (a) comprehensiveness and (b) accuracy of advice given by Jobcentres on the effect on household incomes of coming off the unemployment register and engaging in part-time work.
Asked by
Philip Hollobone
(Conservative)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your question concerning what recent assessment has been undertaken of the comprehensiveness and accuracy of the advice given by jobcentres on the effect of household incomes of coming off the unemployment register and engaging in part time work. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""I am not aware of any such assessment within the past year.""Jobcentre Plus advisors use a networked version of the Departmental Integrated Benefits Information System (IBIS) computer system to help them provide ‘Better-off in work advice to customers. This IT tool provides a comprehensive calculation across the full range of income-based benefits and tax credits. The user either enters the amount of benefit known to be in payment, or lets the system calculate current entitlements based on the information provided by the customer. The system then allows a ‘what if scenario to be entered to compare to the current position, and this will most typically involve a customer's prospective job details. Such events often involve a number of consequential changes such as the addition of travelling expenses and childcare and the IBIS system prompts for all of these to be considered and captured where appropriate.""Once all of the additional information has been entered for the prospective change, the system performs another series of calculations to show estimated entitlements. It also performs a financial comparison between the current actual position and the (typically) in work estimate. This is known as the Better Off calculation and shows a customer exactly how much per week they will gain or loose by taking a particular job.""With regard to accuracy, we take this very seriously and regularly update the IBIS system in line with, for example, changes to benefit rates. When we have investigated cases where the advice may have appeared incorrect, we have generally found this to have been caused either by incorrect or incomplete information being supplied by the customer, or when circumstances have changed between the advice being given and, for example, the take up of a job."
Subjects
Advisory services; Jobcentres; Part-time employment
Date
19 December 2005
Reference
440 c2451-2W; 34097
House
House of Commons
To ask the Secretary of State for Work and Pensions how many claimants live more than five miles from an integrated Jobcentre Plus customer-facing office.
To ask the Secretary of State for Work and Pensions how many claimants live more than five miles from an integrated Jobcentre Plus customer-facing office.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your question concerning how many claimants live more than 5 miles away from an integrated Jobcentre Plus customer facing office. This falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""We do not hold information on the distance our customers have to travel to their nearest Jobcentre Plus office.""In planning the new network of Jobcentre Plus offices, local managers take into account many factors including population spread, availability and cost of public transport, and the distance between offices. We aim to locate our new offices where there are good transport links.""Inevitably as the office network changes, there will be some customers who will find they will have to travel further. Jobcentre Plus is actively working with local partners to ensure that these hard to reach communities have access to services. In many locations, particularly rural locations, we are often able to provide outreach facilities, ensuring access to job vacancies, advice and information through third party premises.""In practice this means that with our new network, very few of our customers would have to travel more than 5 miles to access Jobcentre Plus services, other than in the most remote rural areas. Customers are now using our offices differently. More of our face-to-face customer contact is on an appointment basis and information on job vacancies is readily available by telephone and Internet. This enables staff in our offices to focus on those customers in greatest need of support.""I hope this is helpful."
Subjects
Jobcentres; Location; Offices; Travel
Date
19 December 2005
Reference
34250; 440 c2455W
House
House of Commons
To ask the Secretary of State for Work and Pensions (1) what discussions he has had on the future use of the Burslem Job Centre;
To ask the Secretary of State for Work and Pensions (1) what discussions he has had on the future use of the Burslem Job Centre;
Asked by
Joan Walley
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
12 December 2005
For answer on
14 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to my hon. Friend.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your questions concerning what discussions he has had on the future use of the Burslem Job Centre; and what assessment he has made of the (a) cost and (b) ease of access for people using the Burslem Job Centre of using other centres. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Once Burslem Jobcentre has closed, full responsibility for the property rests with the owners Land Securities Trillium.""Prior to the decision to close Burslem Jobcentre, a full feasibility study was conducted which mapped customers by postcode against existing public transport routes. Burslem and the surrounding area are well served by public transport. The longest journey time for current Burslem Jobcentre customers to one of the other surrounding Jobcentre Plus offices is 20 minutes, costing £2 return.""I hope this is helpful."
Subjects
Closures; Jobcentres; Jobcentre Plus; Burslem
Date
19 December 2005
Reference
37716; 440 c2442W
House
House of Commons
To ask the Secretary of State for Work and Pensions (1) how many staff are based at Burslem Job Centre; and what plans there are to transfer them;
To ask the Secretary of State for Work and Pensions (1) how many staff are based at Burslem Job Centre; and what plans there are to transfer them;
Asked by
Joan Walley
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
12 December 2005
For answer on
14 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to my hon. Friend.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your questions asking how many staff are based at Burslem Job Centre and what plans there are to transfer them; and how many (a) full and (b) part time workers are employed at Burslem Job Centre. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""There are currently twenty-three staff based at Burslem Jobcentre. These staff will be redeployed to other Jobcentre Plus sites, by means of preference exercises. A preference exercise allows an individual to select a location that is most suitable to them to travel to or a job role they are particularly interested in. Staff are also able to apply for vacancies in other offices in the Department for Work and Pensions as they become available.""Of the twenty-three staff currently based at Burslem Jobcentre, twenty are full time workers and three are part time.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Location; Staff; Burslem
Date
19 December 2005
Reference
37717; 440 c2443W
House
House of Commons
(2) how many (a) full-time and (b) part-time workers are employed at Burslem Job Centre.
(2) how many (a) full-time and (b) part-time workers are employed at Burslem Job Centre.
Asked by
Joan Walley
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
12 December 2005
For answer on
14 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to my hon. Friend.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your questions asking how many staff are based at Burslem Job Centre and what plans there are to transfer them; and how many (a) full and (b) part time workers are employed at Burslem Job Centre. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""There are currently twenty-three staff based at Burslem Jobcentre. These staff will be redeployed to other Jobcentre Plus sites, by means of preference exercises. A preference exercise allows an individual to select a location that is most suitable to them to travel to or a job role they are particularly interested in. Staff are also able to apply for vacancies in other offices in the Department for Work and Pensions as they become available.""Of the twenty-three staff currently based at Burslem Jobcentre, twenty are full time workers and three are part time.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Staff; Burslem
Date
19 December 2005
Reference
37720; 440 c2443W
House
House of Commons
(2) what assessment he has made of the (a) cost and (b) ease of access for people using the Burslem Job Centre of using other centres; and if he will make a statement.
(2) what assessment he has made of the (a) cost and (b) ease of access for people using the Burslem Job Centre of using other centres; and if he will make a statement.
Asked by
Joan Walley
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
12 December 2005
For answer on
14 December 2005
Answered on
19 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to my hon. Friend.Letter from Lesley Strathie, dated 19 December 2005:"The Secretary of State has asked me to reply to your questions concerning what discussions he has had on the future use of the Burslem Job Centre; and what assessment he has made of the (a) cost and (b) ease of access for people using the Burslem Job Centre of using other centres. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Once Burslem Jobcentre has closed, full responsibility for the property rests with the owners Land Securities Trillium.""Prior to the decision to close Burslem Jobcentre, a full feasibility study was conducted which mapped customers by postcode against existing public transport routes. Burslem and the surrounding area are well served by public transport. The longest journey time for current Burslem Jobcentre customers to one of the other surrounding Jobcentre Plus offices is 20 minutes, costing £2 return.""I hope this is helpful."
Subjects
Costs; Closures; Jobcentres; Jobcentre Plus; Travel; Burslem
Date
19 December 2005
Reference
37733; 440 c2442W
House
House of Commons
Deposited by
Department for Work and Pensions
Type
Deposited papers
Author
Department for Work and Pensions
Committed on
15 December 2005
Received on
21 December 2005
Subjects
Advisory services; Jobcentres
Date
15 December 2005
Reference
DEP 05/1754
House
House of Commons
To ask the Secretary of State for Work and Pensions (1) what consultations have been undertaken to assess (a) the impact of Jobcentre Plus's Response to Displayed Vacancies system on (i) employment figures and (ii) local communities and (b) the effectiveness of the system;
To ask the Secretary of State for Work and Pensions (1) what consultations have been undertaken to assess (a) the impact of Jobcentre Plus's Response to Displayed Vacancies system on (i) employment figures and (ii) local communities and (b) the effectiveness of the system;
Asked by
Anthony D Wright
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
15 November 2005
For answer on
17 November 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your questions concerning Jobcentre Plus' Response to Displayed Vacancies (RDV) system. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Prior to the creation of Jobcentre Plus, the Employment Service embarked on its Modernising Employment Service (MES) programme. Part of this programme was to change RDV (card vacancies) to touch screen kiosks or ““Jobpoints””, whilst ensuring that the needs and expectations of individual customers were met. As RDV was the preceding system, I have taken your question to be referring to Jobpoints.""A wide variety of research has been carried out to assess the impact of these changes, and the use of Jobpoints, on local communities and the effectiveness of Jobcentre Plus systems. This includes:""a Jobseeker Direct Customer Satisfaction Survey;""a quantitative telephone survey of over 3,000 Jobcentre Plus customers;""Greater London Enterprise carried out three sweeps of the Qualitative Employer Survey and the Customer Service Centre Case Studies;""an Econometric/Statistical Analysis of the impact of MES;""Jobcentre Case Study research and analysis of the Jobseeker Surveys;""a follow-up national telephone survey of 3,411 Jobcentre Plus customers to provide representative data on customers' experience of, views on, and satisfaction with, Jobcentre Plus services; and""a Jobcentre Plus National Customer Satisfaction Survey.""Furthermore, an independent evaluation of customers' reactions to these changes, carried out in January 2003, showed that between 31% and 48% of jobseekers reported an increase in the numbers and types of vacancies they looked at, the number of applications made, and their confidence in getting a job.""An analysis of the costs to Jobcentre Plus of introducing Jobpoints was included in the overall MES evaluation in 2003. When set alongside reduced resources for operational delivery during MES implementation, this supported the conclusion that MES enabled improved efficiency, accuracy, flexibility and responsiveness of work processes.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Research; Vacancies; Labour market
Date
12 December 2005
Reference
30361; 440 c1767W;440 c1767W
House
House of Commons
(2) what analysis has been undertaken to assess the cost of implementing Jobcentre Plus's Response to Displayed Vacancies system.
(2) what analysis has been undertaken to assess the cost of implementing Jobcentre Plus's Response to Displayed Vacancies system.
Asked by
Anthony D Wright
(Labour)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
15 November 2005
For answer on
17 November 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your questions concerning Jobcentre Plus' Response to Displayed Vacancies (RDV) system. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Prior to the creation of Jobcentre Plus, the Employment Service embarked on its Modernising Employment Service (MES) programme. Part of this programme was to change RDV (card vacancies) to touch screen kiosks or ““Jobpoints””, whilst ensuring that the needs and expectations of individual customers were met. As RDV was the preceding system, I have taken your question to be referring to Jobpoints.""A wide variety of research has been carried out to assess the impact of these changes, and the use of Jobpoints, on local communities and the effectiveness of Jobcentre Plus systems. This includes:""a Jobseeker Direct Customer Satisfaction Survey;""a quantitative telephone survey of over 3,000 Jobcentre Plus customers;""Greater London Enterprise carried out three sweeps of the Qualitative Employer Survey and the Customer Service Centre Case Studies;""an Econometric/Statistical Analysis of the impact of MES;""Jobcentre Case Study research and analysis of the Jobseeker Surveys;""a follow-up national telephone survey of 3,411 Jobcentre Plus customers to provide representative data on customers' experience of, views on, and satisfaction with, Jobcentre Plus services; and""a Jobcentre Plus National Customer Satisfaction Survey.""Furthermore, an independent evaluation of customers' reactions to these changes, carried out in January 2003, showed that between 31% and 48% of jobseekers reported an increase in the numbers and types of vacancies they looked at, the number of applications made, and their confidence in getting a job.""An analysis of the costs to Jobcentre Plus of introducing Jobpoints was included in the overall MES evaluation in 2003. When set alongside reduced resources for operational delivery during MES implementation, this supported the conclusion that MES enabled improved efficiency, accuracy, flexibility and responsiveness of work processes.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Research; Vacancies; Labour market
Date
12 December 2005
Reference
440 c1767W;440 c1767W; 30362
House
House of Commons
To ask the Secretary of State for Work and Pensions what the latest estimate is of the cost of rolling out the Jobcentre Plus programme; what the annual running cost will be; and what the cost of running Jobcentre offices was in the last year of their operation.
To ask the Secretary of State for Work and Pensions what the latest estimate is of the cost of rolling out the Jobcentre Plus programme; what the annual running cost will be; and what the cost of running Jobcentre offices was in the last year of their operation.
Asked by
Lord Boswell of Aynho
(Conservative)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
10 November 2005
For answer on
14 November 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning: the latest estimate of the cost of rolling out the Jobcentre Plus programme; what the annual running cost will be; and what the cost of running Jobcentre offices was in the last year of their operation. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""The latest cost estimate for completion of the rollout programme is just in excess of £2 billion against an original budget of £2.2 billion. The latest estimate of the running costs for the whole of Jobcentre Plus for 2005–06 is £2,592 million. The latest estimate on the annual savings on running costs that can be expected once the rollout programme is completed amounts to £20 million per annum.""Running costs are not monitored at the level of individual Jobcentre offices so I am unable to answer the final question raised. The information is not held centrally and could only be obtained at disproportionate cost.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Operating costs
Date
12 December 2005
Reference
28700; 440 c1766-7W;440 c1766-7W
House
House of Commons
To ask the Secretary of State for Work and Pensions how many calls have been made by claimants from ‘warm phones' within Jobcentre Plus offices to Jobcentre Plus call centres in each month since 2003; how many of these calls (a) were handled by an adviser and (b) received an...
To ask the Secretary of State for Work and Pensions how many calls have been made by claimants from ‘warm phones' within Jobcentre Plus offices to Jobcentre Plus call centres in each month since 2003; how many of these calls (a) were handled by an adviser and (b) received an...
Asked by
David Laws
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
2 December 2005
For answer on
6 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning how many calls have been made by claimants from ‘warm phones' within Jobcentre Plus offices to Jobcentre Plus call centres in each month since 2003; how many were (a) handled by an adviser and (b) received an engaged tone, and what the average wait was to speak to a call centre adviser in each month. This is something, which falls within the responsibilities delegated to me as Chief Executive of the Agency.""We do not hold centrally the information required to answer your question on calls from Jobcentre Plus ‘warm phones' and this could only be obtained at disproportionate cost."
Subjects
Jobcentres; Jobcentre Plus; Telephone services
Date
12 December 2005
Reference
35362; 440 c1773-4W;440 c1773-4W
House
House of Commons
To ask the Secretary of State for Work and Pensions how many debt advisers are working in (a) West Yorkshire, (b) Wakefield district and (c) Normanton constituency; and whether staffing levels are planned to increase over the Christmas period.
To ask the Secretary of State for Work and Pensions how many debt advisers are working in (a) West Yorkshire, (b) Wakefield district and (c) Normanton constituency; and whether staffing levels are planned to increase over the Christmas period.
Asked by
Ed Balls
(Labour; Co-operative Party)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
2 December 2005
For answer on
6 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to my hon. Friend.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning how many debt advisers are working in (a) West Yorkshire (b) Wakefield district and (c) Normanton constituency and whether staffing levels are planned to increase over the Christmas period. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""No debt advice is given by Jobcentre Plus staff in any Jobcentre including West Yorkshire. In addition to dealing with general benefit entitlement and providing help to customers to move into work, staff handle Crisis Loan and Budgeting Loan applications but do not offer or give debt advice.""Staff resources over the Christmas period has been finalised, with staffing levels set in order to deal with anticipated numbers of benefit claims and predicted Crisis Loan applications.""I hope this is helpful."
Subjects
Debts; Christmas; Advisory services; Jobcentres; Jobcentre Plus; Staff; Wakefield; West Yorkshire; Normanton
Date
12 December 2005
Reference
35406; 440 c1760-1W;440 c1760-1W
House
House of Commons
To ask the Secretary of State for Work and Pensions what the average number of days taken (a) to call back and (b) from call back to interview date for each Customer Management System centre was in the last period for which figures are available.
To ask the Secretary of State for Work and Pensions what the average number of days taken (a) to call back and (b) from call back to interview date for each Customer Management System centre was in the last period for which figures are available.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
6 December 2005
Answered on
12 December 2005
[holding answer 6 December 2005]: The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning what the average number of days taken is (a) to call back and (b) from call back to interview date for each Customer Management System centre. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Our aim is to call customers back within 24 hours of the inbound call. The latest data we have available is for week ending 25 November 2005 where the average across all contact centres is 1.6 days. The call back data for each CMS contact centre operating call-backs for the same period is listed in the table below."
"We have an internal standard to complete work-focused interviews within 4 days of initial contact with the customer. Twelve of our centres captured data from 273 Local Service Outlets over a sample period from 16th September 2005 to 25th November 2005 on the waiting times for these interviews. This information is in the table."
"I hope this is helpful."
| Week ending 25 November 2005 | |
|---|---|
| Contact Centre | Time taken to call customer (days ahead or day ahead) |
| Blackburn | 2 |
| Bootle | 4 |
| Bridgend | 1 |
| Coventry | 3 |
| Derby | 1 |
| Dundee | 3 |
| Garston | 1 |
| Grimsby | 1 |
| Halifax | Within 1 |
| Hastings | 1 |
| Lincoln | 1 |
| Marton Mere | 3 |
| Middlesbrough | 1 |
| Newcastle | 3 |
| Paisley | 1 |
| Pembroke Dock | 2 |
| Poole | 2 |
| Sheffield | 1 |
| Taunton | 3 |
| Telford | 1 |
| Torquay | Within 1 |
| Week ending | Average waiting time in days |
| 16 September 2005 | 7.2 |
| 23 September 2005 | 7.7 |
| 30 September 2005 | 8.0 |
| 7 October 2005 | 7.8 |
| 14 October 2005 | 8.5 |
| 21 October 2005 | 8.0 |
| 28 October 2005 | 7.6 |
| 4 November 2005 | 7.3 |
| 11 November 2005 | 6.2 |
| 18 November 2005 | 5.0 |
| 25 November 2005 | 5.3 |
Subjects
Administration; Computers; Jobcentres; ICT; Information; Interviews; Jobcentre Plus; Social security benefits; Standards
Date
12 December 2005
Reference
440 c1759-60W;440 c1759-60W; 34273
House
House of Commons
To ask the Secretary of State for Work and Pensions what the national performance targets are for Jobcentre Plus; and what the performance of Jobcentre Plus offices in (a) Torquay, (b) Paignton and (c) Brixham has been against those targets.
To ask the Secretary of State for Work and Pensions what the national performance targets are for Jobcentre Plus; and what the performance of Jobcentre Plus offices in (a) Torquay, (b) Paignton and (c) Brixham has been against those targets.
Asked by
Adrian Sanders
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
22 November 2005
For answer on
24 November 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question regarding what the National Performance Targets are for Jobcentre Plus; and what the performance of Jobcentre Plus offices in (a) Torquay, (b) Paignton and (c) Brixham has been against those targets. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""For the April 2005 to March 2006 operational year, Jobcentre Plus has been set six targets. They are:""Job Entry Target—to achieve a total points score of 6,659,148 based on the job entry outcomes Jobcentre Plus achieves;""Monetary Value of Fraud and Error (MVFE) Target—by March 2006, to reduce losses from fraud and error in working age Income Support (IS) and Jobseeker's Allowance (JSA) to no more than 5.2 percent of the monetary value of these benefits paid during the year;""Customer Service Target—to achieve 81 percent customer service level in the delivery of the standards and commitments set out in the Customers' and Employers' Charters;""Employer Outcome Target—at least 84 percent of employers placing their vacancies with Jobcentre Plus will have a positive outcome;""Business Delivery Target—to ensure that specified key Jobcentre Plus business processes are delivered efficiently, accurately and to specified standards in 90.3 percent of cases checked.""You asked for specific performance information against National Performance targets at the Jobcentre Plus offices in Brixham, Paignton and Torquay. Because of the way in which Jobcentre Plus is structured, and the way information on performance is collated, we cannot provide target information at local office level.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Standards
Date
12 December 2005
Reference
440 c1768W;440 c1768W; 32063
House
House of Commons
To ask the Secretary of State for Work and Pensions what the average time taken is for (a) callback and (b) interview under the Customer Management System for customers who contact Jobcentre Plus through the medium of (i) Welsh and (ii) English; and what the average time taken was in...
To ask the Secretary of State for Work and Pensions what the average time taken is for (a) callback and (b) interview under the Customer Management System for customers who contact Jobcentre Plus through the medium of (i) Welsh and (ii) English; and what the average time taken was in...
Asked by
Hywel Williams
(Plaid Cymru)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
2 December 2005
Answered on
12 December 2005
[holding answer 2 December 2005]: The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning the average delay for callback and interview under the Customer Management System for customers who contact Jobcentre Plus through the medium of Welsh and English; and what the average delays were in each of the last three months. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Our aim is to call customers back within 24 hours of the inbound call. The current average waiting time for a call back in November across all contact centres is 1.9 days. In the week ending 25 November the average waiting time for a call back is 1.6 days. This is a significant improvement on the average of 4.9 days in September and 3.3 days in October.""We do not collect information on average call back times specifically for customers speaking the Welsh language. These call backs are made by our Bridgend contact centre, along with those to English language speakers. Currently the average call back time in Bridgend is one day, in September this figure was 3.8 days and in October it was 4.5 days.""We have an internal standard to complete work-focused interviews within 4 days of initial contact with the customer. Twelve of our centres captured data from 273 Local Service Outlets over a sample period from 16th September 2005 to 25th November 2005 on the waiting times for these interviews. This information is in the table."
"I hope this is helpful."
| Week ending | Average waiting time in days |
| 2005 | |
| 16 September | 7.2 |
| 23 September | 7.7 |
| 30 September | 8.0 |
| 07 October | 7.8 |
| 14 October | 8.5 |
| 21 October | 8.0 |
| 28 October | 7.6 |
Subjects
Applications; Administrative delays; Jobcentres; Interviews; Jobcentre Plus; Social security benefits; Welsh language; Telephones
Date
12 December 2005
Reference
34172; 440 c1769-70W;440 c1769-70W
House
House of Commons
To ask the Secretary of State for Work and Pensions what services are provided by Integrated Jobcentre Plus customer-facing offices.
To ask the Secretary of State for Work and Pensions what services are provided by Integrated Jobcentre Plus customer-facing offices.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question regarding what services are provided by integrated Jobcentre Plus customer facing offices. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Jobcentre Plus is gradually replacing social security offices and Jobcentres. Our customers can now make enquiries about their benefits and about job opportunities in one place.""The services available in our customer facing offices include:""Personal Advisers to provide tailored support to our customers and help with job readiness;""telephone contact facilities through dedicated ‘customer access phones' giving access to other Jobcentre Plus services;""a new appointment system to reduce queuing and waiting times; benefit assessment at the new claims stage;""touchscreen ‘Jobpoints' giving access to the largest database of vacancies in Europe;""general advice and direction; and""'employer suites' in some offices—providing recruitment facilities for employers.""The design and layout of the Jobcentre Plus offices also provides a modern, professional and welcoming environment for all our customers.""I hope this is helpful."
Subjects
Jobcentres; Jobcentre Plus; Facilities
Date
12 December 2005
Reference
440 c1773W;440 c1773W; 34389
House
House of Commons
To ask the Secretary of State for Work and Pensions if he will list the areas where the customer management system is in use; and when he expects the system to be rolled out to all areas.
To ask the Secretary of State for Work and Pensions if he will list the areas where the customer management system is in use; and when he expects the system to be rolled out to all areas.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State for Work and Pensions has asked me to reply to your question concerning the deployment of the Customer Management System (CMS) in the Jobcentre Plus network. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""The following list shows the areas where CMS is in full or partial use. CMS is being implemented in tandem with the wider rollout of the Jobcentre Plus service and I expect this to be substantially completed by Summer 2006."
"I hope this is helpful."
| Region/District | Fully rolled out-partial rollout |
| East Midlands | |
| Derbyshire | Full |
| Leicestershire | Full |
| Lincolnshire and Rutland | Partial |
| Northamptonshire | Full |
| Nottinghamshire | Partial |
| East of England | |
| Bedfordshire and Hertfordshire | Partial |
| Cambridgeshire | Partial |
| Norfolk | Partial |
| Essex | Partial |
| Suffolk | Full |
| London | |
| Brent, Harrow and Hillingdon | Partial |
| Central London | Partial |
| City and East London | Partial |
| Lambeth, Southwark and Wandsworth | Partial |
| North London | Partial |
| South East London | Partial |
| South London | Partial |
| North East London | Partial |
| West London | Full |
| North East | |
| City of Sunderland | Partial |
| Durham | Partial |
| Gateshead and South Tyneside | Full |
| Northumbria | Full |
| Tees Valley | Full |
| North West | |
| Cheshire and Warrington | Partial |
| Cumbria | Full |
| Lancashire East | Partial |
| Greater Manchester Central | Partial |
| Greater Manchester East | Partial |
| Greater Manchester West | Partial |
| Greater Mersey | Full |
| Lancashire West | Partial |
| Liverpool and Wirral | Full |
| Scotland | |
| ADGI | Partial |
| Edinburgh, Lothians and Borders | Partial |
| Forth Valley and Fife | Partial |
| Glasgow | Partial |
| HICC | Partial |
| Lanarkshire and East Dunbartonshire | Partial |
| South East | |
| Bucks and Oxon and Berkshire | Partial |
| Hampshire | Partial |
| Kent | Partial |
| Surrey and Sussex | Partial |
| South West | |
| Devon and Cornwall | Full |
| Dorset and Somerset | Full |
| Gloucester, Wiltshire and Swindon | Partial |
| West of England | Partial |
| Wales | |
| Bridgend | Full |
| Cardiff and Vale | Full |
| Eastern Valleys | Partial |
| N.W. Wales | Partial |
| S.E. Wales | Full |
| Swansea Bay | Partial |
| West Wales | Partial |
| Wrexham and N.W. Coast | Partial |
| West Midlands | |
| Birmingham and Solihull | Partial |
| Black Country | Partial |
| Coventry and Warwickshire | Partial |
| Staffordshire | Partial |
| The Marches | Partial |
| Yorkshire and Humberside | |
| Barnsley Doncaster and Rotherham | Partial |
| Bradford | Partial |
| Calderdale and Kirklees | Partial |
| East Yorkshire and Humber | Partial |
| Leeds | Partial |
| North Yorkshire | Partial |
| Sheffield | Full |
| Wakefield | Partial |
Subjects
Administration; Computers; Jobcentres; ICT; Information; Jobcentre Plus; Social security benefits
Date
12 December 2005
Reference
440 c1758-9W;440 c1758-9W; 34286
House
House of Commons
To ask the Secretary of State for Work and Pensions in which areas Jobcentre Plus offices have replaced Benefit Agency offices; and when he expects the remaining Benefit Agency offices to be replaced by Jobcentre Plus offices.
To ask the Secretary of State for Work and Pensions in which areas Jobcentre Plus offices have replaced Benefit Agency offices; and when he expects the remaining Benefit Agency offices to be replaced by Jobcentre Plus offices.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning which areas Jobcentre Plus offices have replaced Benefit Agency offices and when he expects the remaining Benefit Agency offices to be replaced by Jobcentre Plus offices. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Since the inception of Jobcentre Plus in 2002 we have been refurbishing and replacing the offices of the former Benefits Agency and Employment Service, on a rolling programme, to enable us to deliver the new, integrated Jobcentre Plus service. We are now in the final phase of rollout and every Jobcentre Plus district has live Jobcentre Plus offices and some districts are already completely rolled out. The following table lists all Jobcentre Plus districts, and where they are in the rollout programme."
"By summer 2006 the rollout programme will be substantially complete and all of our customers will have access to an integrated jobs and benefit service.""I hope this is helpful."
| Region and district | Fully rolled out/partial rollout |
| East Midlands | |
| Derbyshire | Full |
| Leicestershire | Full |
| Lincolnshire and Rutland | Partial |
| Northamptonshire | Full |
| Nottinghamshire | Partial |
| East of England | |
| Bedfordshire and Hertfordshire | Partial |
| Cambridgeshire | Partial |
| Norfolk | Partial |
| Essex | Partial |
| Suffolk | Full |
| London | |
| Brent, Harrow and Hillingdon | Partial |
| Central London | Partial |
| City and East London | Partial |
| Lambeth, Southwark and Wandsworth | Partial |
| North London | Partial |
| South East London | Partial |
| South London | Partial |
| North East London | Partial |
| West London | Full |
| North East | |
| City of Sunderland | Partial |
| Durham | Partial |
| Gateshead and South Tyneside | Full |
| Northumbria | Full |
| Tees Valley | Full |
| North West | |
| Cheshire and Warrington | Partial |
| Cumbria | Full |
| Lancashire East | Partial |
| Greater Manchester Central | Partial |
| Greater Manchester East | Partial |
| Greater Manchester West | Partial |
| Greater Mersey | Full |
| Lancashire West | Partial |
| Liverpool and Wirral | Full |
| Scotland | |
| ADGI | Partial |
| Edinburgh, Lothians and Borders | Partial |
| Forth Valley and Fife | Partial |
| Glasgow | Partial |
| HICC | Partial |
| Lanarkshire and East Dunbartonshire | Partial |
| South East | |
| Bucks and Oxon and Berkshire | Partial |
| Hampshire | Partial |
| Kent | Partial |
| Surrey and Sussex | Partial |
| South West | |
| Devon and Cornwall | Full |
| Dorset and Somerset | Full |
| Gloucester, Wiltshire and Swindon | Partial |
| West of England | Partial |
| Wales | |
| Bridgend | Full |
| Cardiff and Vale | Full |
| Eastern Valleys | Partial |
| North West Wales | Partial |
| South East Wales | Full |
| Swansea Bay | Partial |
| West Wales | Partial |
| Wrexham and North West Coast | Partial |
| West Midlands | |
| Birmingham and Solihull | Partial |
| Black Country | Partial |
| Coventry and Warwickshire | Partial |
| Staffordshire | Partial |
| The Marches | Partial |
| Yorkshire and Humberside | |
| Barnsley Doncaster and Rotherham | Partial |
| Bradford | Partial |
| Calderdale and Kirklees | Partial |
| East Yorks and Humber | Partial |
| Leeds | Partial |
| North Yorkshire | Partial |
| Sheffield | Full |
| Wakefield | Partial |
Subjects
Jobcentres; Jobcentre Plus; Offices; Social Security Benefits Agency
Date
12 December 2005
Reference
440 c1770-1W;440 c1770-1W; 34287
House
House of Commons
To ask the Secretary of State for Work and Pensions which Jobcentre Plus contact centres are operating some clerical processes; and if he will make a statement on the (a) reasons for and (b) extent of clerical processing in each case.
To ask the Secretary of State for Work and Pensions which Jobcentre Plus contact centres are operating some clerical processes; and if he will make a statement on the (a) reasons for and (b) extent of clerical processing in each case.
Asked by
Danny Alexander
(Liberal Democrat)
Answered by
Baroness Hodge of Barking
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
29 November 2005
For answer on
1 December 2005
Answered on
12 December 2005
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. She will write to the hon. Member.Letter from Lesley Strathie, dated 12 December 2005:"The Secretary of State has asked me to reply to your question concerning which Jobcentre Plus contact centres are operating some clerical processes; and if he will make a statement on the (a) reasons for and (b) extent of clerical processing in each case. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Jobcentre Plus is undertaking a massive change programme. By making substantial investment in improved IT, including the introduction of the Customer Management System (CMS), we are modernising and improving our service to customers which enables us to provide easier access to our services for all our customers, irrespective of their geographical location.""Change on this scale does create challenges in maintaining levels of service. We know that some customers experienced difficulties in getting through to some of our contact centres in August and September. Robust plans were developed and implemented to improve performance. These include the introduction of clerical processes in some contact centres and the combining of the inbound and outbound call where appropriate. We have also strengthened recruitment plans supported by robust training programmes. These plans have been successful and we have seen week on week improvements in customer service since the beginning of September.""On 30 November 2005 nine contact centres were using some clerical processes to process claims. The numbers shown below are the percentage of claims being processed in contact centres using these clerical processes."
"I hope this is helpful."
| Percentage | |
| Coventry | 70 |
| Derby | 14 |
| Hastings | 53 |
| Lincoln | 32 |
| Lowestoft | 20 |
| Pembroke Dock | 14 |
| Poole | 12 |
| Sheffield | 48 |
| Torquay | 20 |
Subjects
Applications; Jobcentres; ICT; Jobcentre Plus; Social security benefits
Date
12 December 2005
Reference
440 c1771-2W;440 c1771-2W; 34384
House
House of Commons