In and Out of Work processes
National rollout of the In and Out of Work Processes
Ministers have now announced the national implementation of the in and out of work processes. The existing pilot areas (Liverpool, Lambeth, West Somerset, West Lothian, Merthyr Tydfil and Sedgemoor) will be joined in the first phase of rollout by Scottish Borders, West Dunbartonshire, Clackmannanshire, Inverclyde, St Helens, Gateshead, North East Derbyshire, Sunderland, Kings Lynn & West Norfolk, Guildford, Plymouth, Caerphilly, Southwark and Tower Hamlets.
The first phase of new areas are planned to be rolled out by the end of December 2008. National rollout of the in and out of work processes which is dependent on local authorities having a secure e-mail through Government Connect Secure eXtranet will continue in a phased approach throughout 2009. Regional Implementation Managers have been appointed by Jobcentre Plus and they will be contacting local authorities (LAs) in their areas to discuss the rollout schedule.
Background
The in and out of work processes have been piloted in six LA areas since September 2007. The pilots focused on testing new processes to improve the service to customers who move in and out of work and who have to deal with Jobcentre Plus for their out of work benefits, Her Majesty’s Revenue and Customs (HMRC) for Tax Credits and LAs for Housing and Council Tax Benefits. The pilots provided a single point of contact for customers, with information gathered by Jobcentre Plus for all these benefits and shared securely across the organisations. This streamlined approach enabled quicker, simultaneous payments to customers giving them greater confidence to take up work, particularly offers of short-term employment.
The new processes have been developed by staff from all three organisations with customer input.
Evaluation
The initial evaluation of the new processes took place between September 2007 and March 2008. It took the form of both processing data and customer and staff surveys. The results from this evaluation confirm that:
- The customer experience has been significantly improved,
- Customers are receiving payments more quickly and
- There is increased confidence to take up short-term work.
There is clear evidence that the joined-up transformational Government approach between Jobcentre Plus, HMRC and LAs has played a significant part in the increased focus on the customer.
Research with staff has also shown that they have largely bought into the aims of the pilot with most believing that it was delivering better customer service. Clearance times for Jobseekers Allowance (JSA), Housing Benefit/Council Tax Benefit and Tax Credits have also improved by up to 15% on average.
Who will this affect?
The change will affect all customers claiming Jobseekers Allowance, and lone parents claiming Income Support who are required to attend the Jobcentre for immediate work focussed interviews. It will not affect customers who are claiming benefit on the grounds of incapacity.
Further background information on this subject has been published in: