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Chapman, Ben
Type
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Chapman, Ben (8)
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Legislation
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To ask the Secretary of State for Work and Pensions what recent representations he has received on the adequacy of Jobcentre Plus's out-of-hours telephone service.
To ask the Secretary of State for Work and Pensions what recent representations he has received on the adequacy of Jobcentre Plus's out-of-hours telephone service.
Asked by
Ben Chapman
(Labour)
Answered by
Stephen Timms
(Labour)
Answering body
Department for Business, Enterprise and Regulatory Reform
Type
Written questions
Status
Answered
Tabled on
7 May 2008
For answer on
9 May 2008
Answered on
19 June 2008
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.Letter from Mel Groves, dated 19 June 2008:"The Secretary of State has asked me to reply to your question asking what recent representations he has received on the adequacy of Jobcentre Plus' Out of Hours telephone service. This is something that falls within the responsibilities delegated to Ms Strathie as Chief Executive of Jobcentre Plus. I am replying in her absence as Acting Chief Executive.""We made changes to our Out Of Hours Service on 12 May. Local stakeholders were informed of the changes as part of local planning and implementation. Some local issues were raised and in a few locations we have deferred the changes until 28 May to ensure a smooth delivery of the new arrangements.""Local representations have been made by:""West Midlands: one hostel in Staffordshire, three in Birmingham area, one in Walsall and one welfare rights organisation.""North West: one homeless men's hostel and one women's hostel in the Merseyside area.""Wales: Benefits Advice Shop Charity and Emergency Social Services Association Wales.""Scotland: Social Work Department (in West and East Scotland)""South East: Welfare Rights."
Subjects
Jobcentres; Jobcentre Plus; Telephone services
Date
19 June 2008
Reference
477 c1058W; 204907
House
House of Commons
To ask the Secretary of State for Work and Pensions (1) how many people in the North West used the out of hours evening service operated by Jobcentre Plus in the last three years;
To ask the Secretary of State for Work and Pensions (1) how many people in the North West used the out of hours evening service operated by Jobcentre Plus in the last three years;
Asked by
Ben Chapman
(Labour)
Answered by
Stephen Timms
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
1 May 2008
For answer on
7 May 2008
Answered on
19 May 2008
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.Letter from Lesley Strathie, dated 19 May 2008:"The Secretary of State has asked me to reply to your questions asking how many people in the North West used the out of hours evening service in the last three years and what representations he has received on the decision by North West to discontinue its out of hours evening service. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""Between April 2006 and March 2008 the North West region received 5743 week day evening calls and 2522 resulted in a home visit, the majority of visits resulting in a payment. We do not have complete figures for April 2005 to March 2006.""As a result of the enhanced service now offered by The Pension Service in terms of its opening hours and the vastly improved access to Crisis Loans, a national internal review of the out of hours service was undertaken. We have decided that the service should in future operate to provide emergency cash payments only on days when no normal service is available (weekends and public holidays in the main).""Under the current arrangements, approximately 15% of the weekly referrals are received between Monday and Thursday resulting in only around 40 visits nationally, compared to 10,000 crisis loan applications we receive per day. Delivering an out of hours service on weekday evenings to such small numbers of customers is not cost effective.""Local customer stakeholders were informed in each of the regions in advance of the new arrangements and two representations have been made from organisations in the North West. Local managers have made arrangements with these organisations to discuss the new processes."
Subjects
Jobcentres; Jobcentre Plus; Opening hours; Telephone services; North West
Date
19 May 2008
Reference
476 c137-8W; 204197
House
House of Commons
(2) what mechanisms his Department has in place to inform callers of contact alternatives when a Jobcentre's telephony service fails to connect to an operator.
(2) what mechanisms his Department has in place to inform callers of contact alternatives when a Jobcentre's telephony service fails to connect to an operator.
Asked by
Ben Chapman
(Labour)
Answered by
Anne McGuire
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
19 February 2008
For answer on
21 February 2008
Answered on
18 March 2008
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.Letter from Lesley Strathie, dated 18 March 2008:"The Secretary of State has asked me to reply to your questions asking how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months and what mechanisms are in place to inform callers of contact alternatives when a jobcentre's telephony service fails to connect to an operator. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""There have been no failures of the 0845 telephone system in the last 12 months. On limited occasions we have experienced minor technical problems causing telephony difficulties. These are problems that impact on one site and not the whole network.""Jobcentre Plus Contact Centres are currently answering over 94% of calls offered and are consistently delivering a good level of service to customers.""Customers calling a standalone Contact Centre (i.e. not operating within a virtual environment) whose call can not be connected would hear an emergency message which informs them that there is a problem, and asks them to call back later. Our Network Management Team is immediately notified and they ensure that calls are re-routed from the Contact Centre with the temporary problem to other Contact Centres. When the customer calls again the call would be answered.""From June 2008 all Contact Centre sites will be operating within a Virtual Environment. In the event of any telephony problems calls are automatically diverted and answered by another site.""Customers who need to call a Benefit Delivery Centre, instead of a Contact Centre, and are not connected to an operator will receive a message advising them that all our lines are busy and asking them to call back later. The message goes on to give the switchboard opening times."
Subjects
Jobcentres; Jobcentre Plus; Telephone services
Date
18 March 2008
Reference
188524; 473 c1067-8W;473 c1063-4W
House
House of Commons
To ask the Secretary of State for Work and Pensions (1) how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months;
To ask the Secretary of State for Work and Pensions (1) how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months;
Asked by
Ben Chapman
(Labour)
Answered by
Anne McGuire
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
19 February 2008
For answer on
21 February 2008
Answered on
18 March 2008
The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.Letter from Lesley Strathie, dated 18 March 2008:"The Secretary of State has asked me to reply to your questions asking how many incidents of Jobcentre 0845 telephone system failure have occurred in the last 12 months and what mechanisms are in place to inform callers of contact alternatives when a jobcentre's telephony service fails to connect to an operator. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""There have been no failures of the 0845 telephone system in the last 12 months. On limited occasions we have experienced minor technical problems causing telephony difficulties. These are problems that impact on one site and not the whole network.""Jobcentre Plus Contact Centres are currently answering over 94% of calls offered and are consistently delivering a good level of service to customers.""Customers calling a standalone Contact Centre (i.e. not operating within a virtual environment) whose call can not be connected would hear an emergency message which informs them that there is a problem, and asks them to call back later. Our Network Management Team is immediately notified and they ensure that calls are re-routed from the Contact Centre with the temporary problem to other Contact Centres. When the customer calls again the call would be answered.""From June 2008 all Contact Centre sites will be operating within a Virtual Environment. In the event of any telephony problems calls are automatically diverted and answered by another site.""Customers who need to call a Benefit Delivery Centre, instead of a Contact Centre, and are not connected to an operator will receive a message advising them that all our lines are busy and asking them to call back later. The message goes on to give the switchboard opening times."
Subjects
Jobcentres; Jobcentre Plus; Telephone services
Date
18 March 2008
Reference
188523; 473 c1067-8W;473 c1063-4W
House
House of Commons
To ask the Secretary of State for Work and Pensions what assessment he has made of the efficacy of the telephone service in jobcentres; and if he will make a statement.
To ask the Secretary of State for Work and Pensions what assessment he has made of the efficacy of the telephone service in jobcentres; and if he will make a statement.
Asked by
Ben Chapman
(Labour)
Answered by
Stephen Timms
(Labour)
Answering body
Jobcentre Plus
Type
Written questions
Status
Answered
Tabled on
19 February 2008
For answer on
21 February 2008
Answered on
7 March 2008
The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide my hon. Friend with the information requested.Letter from Lesley Strathie, dated 7 March 2008:"The Secretary of State has asked me to reply to your question asking what assessment he has made of the efficacy of the telephony service in Jobcentres. This is something that falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.""The modernisation of our telephone service means it is easier for customers to call and speak to the right person or department without having to be transferred, and to receive a more efficient and professional service. Our service is now more flexible as it enables customers to access our services by telephone from their home over longer hours than was previously possible, and avoids them having to visit their local office to make a claim, enquire about benefits and/or seek access for job search support.""We deal with over 69,000 calls every weekday to our contact centres. We are currently answering 95.8% of calls to our new claims service. Similarly for customers seeking to access our job broking services we are achieving 94.4% of calls answered.""Following the introduction of the telephone service for Social Fund Crisis Loans we have experienced an increase of between 41-114% in call volumes (depending on the site) month on month compared to two years ago for applications to the Social Fund Crisis Loans service and as a result some offices have struggled to cope. To improve this service we are currently deploying an additional 700 staff based in our contact centres. This has enabled us to answer over 90% of calls and take nearly 40,000 applications per week.""Jobcentre Plus is continually looking for ways of improving its services and we are discussing with our telephone service providers what changes could be made to improve queue management. We are making a significant investment in the most up to date telephony infrastructure to upgrade both telephony and the available management information, to enable the effective handling of peaks and troughs of the calls we receive. The new management information system will also provide us with improved data to help monitor and develop our telephony service."
Subjects
Jobcentres; Jobcentre Plus; Telephone services
Date
7 March 2008
Reference
188525; 472 c2868-9W
House
House of Commons
To ask the Secretary of State for Work and Pensions if he will make a statement on new digital TV job search services.
To ask the Secretary of State for Work and Pensions if he will make a statement on new digital TV job search services.
Asked by
Ben Chapman
(Labour)
Answered by
Jim Murphy
(Labour)
Answering body
Department for Work and Pensions
Type
Written questions
Status
Answered
Tabled on
17 April 2007
For answer on
23 April 2007
Answered on
23 April 2007
As part of the Department’s commitment to broadening access to job search services, Jobcentre Plus has been working with ““Looking Local? to provide digital TV viewers access to more than 400,000 vacancies advertised by Jobcentres across the country.This innovative service enables people seeking work to look for a job at a time and a place convenient to them, and is currently being used 250,000 times a month.
Subjects
Digital broadcasting; Jobcentres; Jobcentre Plus
Date
23 April 2007
Reference
132675; 459 c926W
House
House of Commons
To ask the Secretary of State for Work and Pensions, if he will make a statement on the roll-out of Jobcentre Plus. (Failed OPQ)
To ask the Secretary of State for Work and Pensions, if he will make a statement on the roll-out of Jobcentre Plus. (Failed OPQ)
Asked by
Ben Chapman
(Labour)
Answered by
Jane Kennedy
(Labour)
Answering body
Department for Work and Pensions
Type
Written questions
Status
Answered
Tabled on
29 June 2004
For answer on
5 July 2004
Answered on
5 July 2004
Mr. Ben Chapman: To ask the Secretary of State for Work and Pensions if he will make a statement on the roll-out of Jobcentre Plus.
[181909]
Jane Kennedy: The development of Jobcentre Plus is building on the high quality service already provided by social security offices
and Jobcentres by delivering a single, integrated service to all people of working age. We recently opened Jobcentre Plus's 500th
new office, in Middlesbrough.
This is only the half way point. Transforming the second half of the Jobcentre Plus network will be just as challenging. But by
2006, we will have a service for people of working age that will be unrivalled across the world.
Subjects
Jobcentres; Jobcentre Plus
Date
5 July 2004
Reference
423 c519W; 181909
House
House of Commons
To ask the Secretary of State for Work and Pensions, if he will make a statement on the development and roll out of Jobcentre Plus. - Includes figures.
To ask the Secretary of State for Work and Pensions, if he will make a statement on the development and roll out of Jobcentre Plus. - Includes figures.
Asked by
Ben Chapman
(Labour)
Answered by
Nicholas Brown
(Labour)
Answering body
Department for Work and Pensions
Type
Written questions
Status
Answered
Tabled on
25 March 2003
For answer on
4 April 2003
Answered on
4 April 2003
Mr. Ben Chapman: To ask the Secretary of State for Work and Pensions if he will make a statement on the development and roll out of
Jobcentre Plus. [105496]
Mr. Nicholas Brown: Jobcentre Plus was launched in April 2002 with the merging of the Employment Service and those parts of the
Benefits Agency providing services to working age people. Through our expanding network of modern, welcoming offices and the
introduction of modern technology we are providing a better service to customers, employers and the local community.
The roll-out of the new integrated offices is progressing well and we currently have more than 160 offices delivering the new
service. On 10 December 2002 we announced the order of roll-out for the rest of the country to take place over the next three years.
We are also investing in modern technology to improve access to our services. The introduction of new contact centres, touch-screen
Jobpoints and improved internet services are enabling our customers to enquire about benefits and job vacancies at a time and place
convenient to them.
Subjects
Employment; Jobcentres; Jobcentre Plus; Offices
Date
4 April 2003
Reference
105496; 402 c914W;402 c912W
House
House of Commons