19 July 2007 - Publication of DWP research report 446: The use of Jobcentre Plus Telephony and Face to Face First Contact Services by Customers with Specific Communication Barriers: report paves the way for improvements in customer service

Jobcentre Plus' investment in additional resources for customers with communications difficulties was vindicated by a DWP report, published today. The report suggests that more can still be done and points the way forward for further planned action.

Jobcentre Plus is radically changing how it delivers its services in order to provide a modern, flexible and more convenient service for customers. Jobcentre Plus is committed to providing equal access to quality services for all its customers and will use this report to strengthen existing provisions and to modify where necessary the Jobcentre Plus modernisation programme, which is due for completion in 2008.

An action plan is currently being developed to take forward recommendations in the report and Jobcentre Plus is grateful for the contribution to this plan that the concurrently published Citizens Advice (CA) report, "Citizens Advice report on Jobcentre Plus Service delivery" adds, by focussing specifically on the concerns of a minority of customers whose problems lead them to approach CA for help.

The internally collected evidence from bureaux staff will be used in conjunction with independently reported findings from a wide range of benefit customers, Jobcentre Plus staff and Stakeholder organisations to further develop services in this area.

Reasons for commissioning the research:

• As a customer focused organisation, in light of feedback from customers, staff and key stakeholder organisations Jobcentre Plus commissioned research to help understand how change is affecting vulnerable customers so that they will have equal quality access to services.

Key findings of the report

• Research findings justified the need for Jobcentre Plus's existing investment in additional resources for customers with communication barriers. These include British Sign Language (BSL) interpreting and text phones for the people who have hearing difficulties and the Big Word translation service.
• Although Jobcentre Plus has implemented alternative ways for customers with communication barriers to access services, more can be done to ensure equal access.   The findings identified that telephone contact remained a complete or partial barrier for some customers, whilst others were disempowered by telephony based systems.
• However, some customers included in the study actively preferred to use the telephone rather than make face-to-face contact because their communication barriers were reduced by telephone interaction.
• Third-party advocates and interpreters play a key role in supporting customers’ communication with Jobcentre Plus staff, particularly in Contact Centres.  However, there is an additional need for guidance on when a third party could be involved in a call, particularly because staff could not verify that the customer with the communication barrier had given their consent for a third party to represent them.
• Jobcentre Plus staff are looking for additional training and guidance about how to support customers with specific communication barriers and when to use formal and informal advocates.
• Staff in Contact Centres felt that the use of a formal script in some cases increased communication problems. This was due to a lack of flexibility to adapt the script for specific individuals.
• Information on customers’ communication barriers was sometimes recorded inconsistently which on occasions led to customers having to make several disclosures regarding their barriers at different stages.

Action already taken in this area:

Since the research was commissioned significant progress in this area has already been made. Action has been taken that addresses some of the key findings and improves access to services for customers for whom the use of telephony may cause problems.

• We have introduced a single call process to initiate claims and gather information. This reduces anxiety and stress for customers, as they do not need to participate in two telephone calls.
• Jobcentre Plus continues to provide a system where claim forms can be completed in writing.
• Staff have been given guidance that reinforces the message that customers who have difficulty using the telephone for whatever reason can:
  • arrange for a third party/nominated advocate to do this on their behalf
  • have a face-to-face interview at their local Jobcentre Plus office, or where appropriate, a home visit
  • use the centralised text phone facility
  • have access to Language interpreting services as and when necessary.

Notes to editors

1. The research was conducted by Carolyn Hay and Ashfa Slater of ECOTEC.
2. Research Report 446 -‘The use of Jobcentre Plus Telephony and Face to Face First Contact Services by Customers with Specific Communication Barriers’ is published on 19th July 2007. The report is available on the DWP website and hard copies can be obtained from Paul Noakes, Room 4-26, the Adelphi, 1-11 John Adam Street, London WC2N 6HT.
3. The research consisted of interviews with current benefit customers with communication barriers, key stakeholder groups and Jobcentre Plus staff.

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