Further supplementary memorandum submitted
by the Department for Work and Pensions
NEW 0800 SERVICE
FOR JOBCENTRE
PLUS CUSTOMERS
As you may recall, when I appeared before the
Committee in March last year to respond to the NAO report—Delivering
effective services through contact centres—I was asked
by members of the Committee about our then current policy of using
so called "low cost" 0845 numbers for many of our contact
services. In its subsequent response in January this year to the
Committee's report following the hearing, the Department noted
that Jobcentre Plus had decided to implement a national 0800 services
for all of its customers who wish to make new or repeat claims
to benefit.
I am pleased to be able to report to the Committee
that the national rollout of this programme, which began in January,
was successfully completed at the end of May.
This means that anyone now making a new or repeat
claim to the main Jobcentre Plus benefits (Income Support, Jobseeker's
Allowance or Incapacity Benefit) can do so by calling a new national
0800 number. Staff no longer need to call the customer back in
the majority of cases, so the claims process is quicker and clearer
for customers. The service is free from UK land lines. Jobcentre
Plus staff advise customers to use land lines wherever possible
as mobile telephone operators may impose charges. Jobcentre Plus
is continuing to offer a call back service to customers if they
have no alternative to using a mobile phone.
Jobcentre Plus have advertised the new 0800
number (with Welsh Language and textphone alternatives) by means
of posters and flyers in local jobcentres and selected external
organisations such as Citizens Advice Bureaux. Customers who call
the old 0845 number hear a message redirecting them to the new
0800 number.
I very much hope that the Committee will welcome
this development.
I am writing in similar terms to the Chairman
of the Work and Pensions Select Committee.
Leigh Lewis
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