The Department continuously monitors the efficiency and effectiveness of our telephony centres. We monitor a range of performance areas on a weekly, daily and real-time basis, as well as seeking customers\u2019 feedback of the service and use this for continuous improvement. We also conduct trials and tests to ensure we understand the most optimal model of service delivery, learning iteratively and applying that learning to all parts of our service, including Pensions, Child Maintenance, Disability Services and Universal Credit.<\/p>
<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4105", "label" : {"_value" : "Biography information for Justin Tomlinson"} } , "answeringMemberConstituency" : {"_value" : "North Swindon"} , "answeringMemberPrinted" : {"_value" : "Justin Tomlinson"} , "dateOfAnswer" : {"_value" : "2018-12-11", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-11T13:21:36.827Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what recent assessment she has made of the (a) efficiency and (b) effectiveness of her Department\u2019s call centres.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199909"} , {"_about" : "http://data.parliament.uk/resources/1020729", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1020729/answer", "answerText" : {"_value" : "
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>
The Department is taking a range of steps to improve assistance and accessibility of our services.<\/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>
- 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>
- 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>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4105", "label" : {"_value" : "Biography information for Justin Tomlinson"} } , "answeringMemberConstituency" : {"_value" : "North Swindon"} , "answeringMemberPrinted" : {"_value" : "Justin Tomlinson"} , "dateOfAnswer" : {"_value" : "2018-12-12", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-12T15:43:44.56Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Department for Work and Pensions: Telephone Services"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps she is taking to improve the performance of customer-facing services provided by her Department in terms of (a) time taken to answer a telephone call and (b) assistance provided.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199910"} , {"_about" : "http://data.parliament.uk/resources/1020730", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1020730/answer", "answerText" : {"_value" : "
While DWP does not administer appeals, this is the responsibility of HM Courts and Tribunals Service (HMCTS), DWP is initially responsible for ensuring all requests for an appeal are considered. For example, having the original decision reconsidered by a different Decision Maker (a Mandatory Reconsideration). Should the claimant subsequently appeal, on receipt of that appeal from HMCTS, DWP are responsible for checking the decision is correct in law, and considering any further information and evidence provided with the appeal. If the decision remains correct, and cannot be revised after considering any further information provided, DWP prepare an appeal response for HMCTS.<\/p>
<\/p>
DWP works closely with HMCTS to review the outcome of appeal hearings and whether any internal improvements are necessary. Combined with Universal Credit Full Service internal assurance activities, this supports ongoing improvements with feedback provided to colleagues responsible for the end-to-end customer journey.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4014", "label" : {"_value" : "Biography information for Sir Alok Sharma"} } , "answeringMemberConstituency" : {"_value" : "Reading West"} , "answeringMemberPrinted" : {"_value" : "Alok Sharma"} , "dateOfAnswer" : {"_value" : "2018-12-13", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-13T16:53:10.13Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Universal Credit: Appeals"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure that the appeal process works effectively across the full-service universal credit process.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199911"} , {"_about" : "http://data.parliament.uk/resources/1020731", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1020731/answer", "answerText" : {"_value" : "
Most people claiming Universal Credit will be able to access and navigate the internet, to make and maintain their Universal Credit account. Our published Universal Credit Claimant Survey found that 98 per cent of claimants did claim online, and the majority of those said they found the claim process overall to be straightforward. However, we recognise that some people will need help.<\/p>
<\/p>
For those requiring help, assistance is available through Universal Support. On 1 October 2018 we announced the Department\u2019s new partnership with Citizens Advice and Citizens Advice Scotland, who will fully deliver Universal Support from April 2019. This partnership will ensure we are offering a consistent approach nationally for our most vulnerable customers.<\/p>
<\/p>
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.<\/p>
<\/p>
Additionally, all jobcentres across the country have Wi-Fi and computers available for claimants to access the internet. For those few that are still unable to access or use digital services, or are not able to travel, assistance to make and maintain their claim is available via the Freephone Universal Credit helpline. The Universal Credit Service Centre will establish the best means of support available, and in exceptional circumstances, a home visit can be arranged to support a claimant in making and maintaining their claim.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4014", "label" : {"_value" : "Biography information for Sir Alok Sharma"} } , "answeringMemberConstituency" : {"_value" : "Reading West"} , "answeringMemberPrinted" : {"_value" : "Alok Sharma"} , "dateOfAnswer" : {"_value" : "2018-12-11", "_datatype" : "dateTime"} , "groupedQuestionUIN" : {"_value" : "199801"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-11T18:06:43.743Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Universal Credit"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure that people who (a) cannot access the internet and (b) are not allowed to access the internet can claim universal credit.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199912"} , {"_about" : "http://data.parliament.uk/resources/1020732", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1020732/answer", "answerText" : {"_value" : "
A student aged 21, whose circumstances require that a housing costs contribution is applied and is not in an exemption category, will likely be receiving a student loan or grant for daily maintenance and so has funds to make a contribution toward their accommodation costs. It is right that the student, aged 21 or over makes a contribution toward these costs.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4105", "label" : {"_value" : "Biography information for Justin Tomlinson"} } , "answeringMemberConstituency" : {"_value" : "North Swindon"} , "answeringMemberPrinted" : {"_value" : "Justin Tomlinson"} , "dateOfAnswer" : {"_value" : "2018-12-11", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-11T12:30:47.02Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Universal Credit: Housing"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, if she will remove the non-dependent deduction from universal credit housing costs for people aged over 21 who are students.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199913"} , {"_about" : "http://data.parliament.uk/resources/1020733", "AnsweringBody" : [{"_value" : "Department for Work and Pensions"} ], "answer" : {"_about" : "http://data.parliament.uk/resources/1020733/answer", "answerText" : {"_value" : "
The Department is committed to delivering managed migration in a way that supports all claimants, including those with mental health issues, as they transition onto Universal Credit. Managed migration will begin in 2019 with a lengthy and robust period of at least a year to learn and adapt and ensure our processes are working well before we begin to migrate at scale. We are working closely with a large and diverse number of stakeholders, including those who focus on mental health issues and are seeking their input on the design of the managed migration process to ensure that vulnerable claimants are fully supported.<\/p>
<\/p>
The draft Universal Credit (Managed Migration) Regulations 2018, which were laid before Parliament on 5 November 2018, provide the flexibility necessary to support this collaborative design process. These regulations are essential to ensuring that all claimants, including those with mental health issues, migrate onto Universal Credit smoothly.<\/p>"} , "answeringMember" : {"_about" : "http://data.parliament.uk/members/4071", "label" : {"_value" : "Biography information for Sarah Newton"} } , "answeringMemberConstituency" : {"_value" : "Truro and Falmouth"} , "answeringMemberPrinted" : {"_value" : "Sarah Newton"} , "dateOfAnswer" : {"_value" : "2018-12-11", "_datatype" : "dateTime"} , "isMinisterialCorrection" : {"_value" : "false", "_datatype" : "boolean"} , "questionFirstAnswered" : [{"_value" : "2018-12-11T13:30:31.387Z", "_datatype" : "dateTime"} ]} , "answeringDeptId" : {"_value" : "29"} , "answeringDeptShortName" : {"_value" : "Work and Pensions"} , "answeringDeptSortName" : {"_value" : "Work and Pensions"} , "date" : {"_value" : "2018-12-06", "_datatype" : "dateTime"} , "hansardHeading" : {"_value" : "Universal Credit: Mental Illness"} , "houseId" : {"_value" : "1"} , "legislature" : [{"_about" : "http://data.parliament.uk/terms/25259", "prefLabel" : {"_value" : "House of Commons"} } ], "questionText" : "To ask the Secretary of State for Work and Pensions, what steps she is taking to ensure universal credit claimants who suffer from mental health issues are adequately supported during the managed migration process.", "registeredInterest" : {"_value" : "false", "_datatype" : "boolean"} , "tablingMember" : {"_about" : "http://data.parliament.uk/members/4651", "label" : {"_value" : "Biography information for Dan Carden"} } , "tablingMemberConstituency" : {"_value" : "Liverpool, Walton"} , "tablingMemberPrinted" : [{"_value" : "Dan Carden"} ], "uin" : "199914"} ], "itemsPerPage" : 10, "page" : 0, "startIndex" : 1, "totalResults" : 6, "type" : ["http://purl.org/linked-data/api/vocab#ListEndpoint", "http://purl.org/linked-data/api/vocab#Page"]} }