“Jobcentre
Plus should never have embarked on a major programme of staff
reductions and efficiency savings at the same time as introducing
new IT systems, without expecting a severely adverse effect on
jobseekers and benefit claimants. This is what happened last summer
when benefit claims were delayed and millions of calls from some
of the most vulnerable people in society went unanswered.
“Although
steady improvements have since been made, there is a long way
to go before Jobcentre Plus is delivering the service it should
be. The agency should publish more regular information about its
performance so that it can be held accountable to its own targets.
Staff must be better trained and morale needs to be raised if
a high quality service is to be delivered.
“This report
also highlights the limitations of call centres. A freephone telephone
number should be introduced and claimants must be allowed a choice
of routes into what can be a very complicated benefits system
– that must include face-to-face advice, as well as online and
on the phone.
“The Department
for Work and Pensions faces huge challenges ahead if it is to
deal with the rise in the unemployment claimant count at the same
time as rolling out its plans to get more lone parents and incapacity
benefit claimants back to work. At the moment, we’re not convinced
that they have the resources to do this.
“Jobcentre
Plus and the DWP must urgently act on the Committee’s recommendations
so that the poorest in society are not left without the money
and support they need.”
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