Work and Pensions - Second Report
Here you can browse the report together with the Proceedings of the Committee. The published report was ordered by the House of Commons to be printed 8 March 2006.
Contents
Terms of Reference
Report
Summary
1 Introduction
2 The Efficiency Savings Programme
The Delivering our Vision Programme
Headcount reductions
Redundancies
Redeployment
Conclusion
Financial savings
Areas of concern
The scale of the challenge
Conclusion
Efficiency in procurement
Realignment of contracts
Outsourcing of DWP services overseas?
3 Measuring performance during the savings
process
How performance is measured
The Agency's target structure
The Job entry target
The claimant count
Employer outcome target
Customer Service target
Monetary value of fraud and error target
Business delivery target
Unit cost target
Conclusion
4 Contact Centres and the Customer Management
System
First Contact Centres and Jobseekers Direct
The First Contact Centre process
The Customer Management System
The story so far
What went wrong - staffing, IT or both?
Has performance improved and is this sustainable?
Other aspects of performance
Data push and legacy systems
What is the future of CMS?
The principles of the Contact Centre system
"The script"
An option, or the only option?
Standard Operating Models
Crisis Loans
Paying for the call
Contact Centres or Call Centres?
Closure of Local Service Outlets in rural
and urban areas
Benefit processing centres
5 Jobcentre Plus staff
Job entry target
Additional administrative support?
The new performance tool: RAG
6 Employment and training programmes
The efficiency savings programme
Lack of engagement with providers
Prime Contractor
Contract terms
The impact on specific programmes
Building on the New Deal (BOND)
Ambition
New Deal programmes
The Adviser Discretion Fund
Work-Based Learning for Adults
Conclusion
7 The future role of Jobcentre
Conclusions and recommendations
Annex 1
Formal Minutes
Reports from the Work and Pensions Committee
2005-06
ORAL AND WRITTEN EVIDENCE - HC 834-II
18th January 2006
25th January 2006
Written Evidence
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