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The Department for Work and Pensions Research Report No 244Destination of benefit leavers 2004showed that nationally, 62 per cent. of claimants leaving income support, incapacity benefit or jobseekers allowance entered employment of 16 hours or more a week. Copies of the report are available in the Library.
Chris Ruane: To ask the Secretary of State for Work and Pensions why the automated response on the (a) income support and (b) incapacity benefit telephone helpline was in Welsh only on 30 November. 
The Secretary of State has asked me to reply to your question concerning why the automated response on the (a) Income Support and (b) Incapacity Benefit telephone helpline was in Welsh only on 30 November. This is something which falls within the responsibilities delegated to me as Chief Executive of Jobcentre Plus.
For those customers who wish to contact the Wrexham Processing Centre there are two telephone numbers they can use, one for those wanting to speak in Welsh and the other for those preferring to use English. I am not aware that there was a problem with the English Language line on 30 November. Having investigated this matter, I can confirm that the English Language line is operating correctly.
There is an issue with the Welsh Language telephone line incorrectly providing an English greeting, although once the customer has selected the option for the benefit they wish to discuss, they are transferred to a Welsh speaking member of staff. We are working with British Telecom to rectify this problem as a matter of urgency.
Danny Alexander: 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. 
The Secretary of State for Work and Pensions has asked me toreply 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.
|Region/District||Fully rolled out-|
|Lincolnshire and Rutland||Partial|
|East of England|
|Bedfordshire and Hertfordshire||Partial|
|Brent, Harrow and Hillingdon||Partial|
|City and East London||Partial|
|Lambeth, Southwark and Wandsworth||Partial|
|South East London||Partial|
|North East London||Partial|
|City of Sunderland||Partial|
|Gateshead and South Tyneside||Full|
|Cheshire and Warrington||Partial|
|Greater Manchester Central||Partial|
|Greater Manchester East||Partial|
|Greater Manchester West||Partial|
|Liverpool and Wirral||Full|
|Edinburgh, Lothians and Borders||Partial|
|Forth Valley and Fife||Partial|
|Lanarkshire and East Dunbartonshire||Partial|
|Bucks and Oxon and Berkshire||Partial|
|Surrey and Sussex||Partial|
|Devon and Cornwall||Full|
|Dorset and Somerset||Full|
|Gloucester, Wiltshire and Swindon||Partial|
|West of England||Partial|
|Cardiff and Vale||Full|
|Wrexham and N.W. Coast||Partial|
|Birmingham and Solihull||Partial|
|Coventry and Warwickshire||Partial|
|Yorkshire and Humberside|
|Barnsley Doncaster and Rotherham||Partial|
|Calderdale and Kirklees||Partial|
|East Yorkshire and Humber||Partial|
Danny Alexander: 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. 
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.
|Time taken to call customer (days ahead or day ahead)|
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.
|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|
Ed Balls: 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. 
The Secretary of State has asked me to reply to your questionconcerning 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.
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