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<p>The Department regularly reviews the numbers of people working at key points during
our operating hours to ensure we have the right number of people available to answer
customer calls. Services and staff training are continually monitored and assessed,
both in real time to meet any short term peaks in demand and also reviewed for longer
term improvements to ensure the service continues to meet customer service expectation.
For example, a recent improvement is the new routed telephony service for Universal
Credit Full Service claims, introduced this summer, in which claimants with an existing
claim are connected directly to the person or team who are dealing with their case.</p><p>
</p><p>The Department is taking a range of steps to improve assistance and accessibility
of our services.</p><p> </p><p>- On telephony, the Department is currently reviewing
all call scripts and instructions for DWP telephony agents to identify necessary improvements
in the assistance given to claimants requesting communications in alternative formats,
such as large print, braille and audio. We have also, over the past year, extended
the provision of British Sign Language to deaf claimants calling the Department through
the Video Relay Service, which connects them to telephony agents via a third party
translator.</p><p>- On digital, for example with Universal Credit, in addition to
being a 24 hour, seven day a week, digital service, claimants are able to check their
Universal Credit benefit payments, notify us of changes and record notes via an online
journal facility at a time that suits them. For those requiring help, assistance to
access digital service help is available through Universal Support. Assisted Digital
Support, which is a component of Universal Support, provides help, support and skills
claimants need to make and maintain their digital account online. Further support
is offered via training courses which claimants are referred to by their work coaches.
Additionally, all Jobcentres across the country have Wi-Fi and computers available
for claimants to access the internet and in exceptional circumstances, a home visit
can be arranged to support a claimant in making and maintaining their claim.</p><p>
</p><p>- The Department has an ongoing programme of improvement in place to ensure
that written communications to our customers are as clear and accessible as possible.
Additional information and resources are available on all DWP services via the Gov.uk
website.</p>
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