The administration of Jobcentre Plus is a matter for the chief executive of Jobcentre Plus, Lesley Strathie. I have asked her to provide the hon. Member with the information requested.
Letter from Lesley Strathie, dated 11 July 2007:
The Secretary of State has asked me to respond to your question asking what assessment he has made of the likely effect that the change to the use of the 0845 number for Jobcentre Plus will have on Jobcentre Plus local offices and their customers.
Centralisation of benefit processing represents part of the modernisation of Jobcentre Plus services. It allows us to build centres of expertise which will enable us to improve standards of customer service, develop greater expertise in meeting customers’ needs and move work around the country to meet changes in local demand so reducing delays.
This way of working reduces benefit enquiry footfall in our local Jobcentre Plus offices, which means they can then concentrate their efforts in helping customers back to work.
Many of our customers find it easier to access our services now there is a choice of using the telephone, the internet or face to face. Centralising our benefit claims systems means customers have the option to make benefit enquiries from the privacy of their own homes and their calls will be answered by a pool of benefits experts. Creating a Contact Centre network means that we are better able to cope with peaks in demand.
We recognise that the telephone is not suitable for all customers and for this reason we continue to offer alternative means to contact us and to make benefit claims.
I hope this is helpful.