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<p>The Universal Credit Full Service was expanded to an additional 29 Jobcentre sites
in July and rollout will continue this month, with new claims and changes of circumstance
reported online in the vast majority of all cases. All customers have an online account,
online statement and journal for interacting with their dedicated Case Manager and
Work Coach.</p><p> </p><p>We endeavour to resolve all enquiries from our customers
at the point of contact, whether that be face-to-face, online, or on the phone. The
percentage of calls being received as a proportion of our total caseload has been
steadily falling this year, as customers interact more online, and we will continue
to invest to make more functionality available online – for example, customers can
now update their Claimant Commitments online before and after their meetings with
the Work Coach, helping record job search as customers take the next steps forward
into work.</p><p> </p><p>Every week we match the required capacity and resources to
our telephony forecast to ensure we meet demand and deliver a good service across
our channels. This capacity is organised to scale up in line with new claims as the
service expands further to ensure a good customer service and experience.</p>
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