The Use of Jobcentre Plus Telephony and Face-to-face First Contact Services by Customers with Specific Communication Barriers PDF Download
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Author: Caroline M. Hay
Publisher:
ISBN:
Category : Communication
Languages : en
Pages : 152
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Book Description
Author: Caroline M. Hay
Publisher:
ISBN:
Category : Communication
Languages : en
Pages : 152
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Book Description
Author: Millar, Jane
Publisher: Policy Press
ISBN: 1447319974
Category : Political Science
Languages : en
Pages : 311
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Book Description
In an increasingly risky world the need for social security support is greater than ever. Benefits and tax credits aim to provide protection against economic risks, help families with the costs of bringing up children, enable people to save for retirement, and provide support in old age. Key goals are to redistribute income to alleviate poverty and help people maintain living standards across the lifecourse. Reform of the social security and tax systems has been at the heart of the UK Labour government's aspirations to modernise the welfare state since 1997 with major changes in both policy and administration. This second edition of the important text, Understanding Social Security, reviews these policy developments, giving readers the information and analytical tools to make sense of policy debates and reforms and to evaluate options for the future. The chapters have been extensively updated since the first edition, with new chapters on social security reform, inequalities and social security, and the new 'welfare market'. The main topics covered include: · the social security safety net · racism, ethnicity, migration · social security governance · global social security · social security and the life course · the challenge of childhood poverty · reforming pensions · welfare to work · sickness, incapacity and disability · tax credits · service delivery information technology The book provides a critical examination of social security policy and practice and is essential reading for students of social policy, social work and sociology, as well as policy-makers and practitioners in the fields of social security, welfare-to-work, employment, anti-poverty strategies and welfare rights. It will be of interest to those interested in recent policy developments in these areas, emerging issues and debates, and in wider issues of the modernisation of the welfare state.
Author: Ashfa Slater
Publisher:
ISBN:
Category : Child support
Languages : en
Pages : 112
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Book Description
In the British Government White Paper, A New System of Child Maintenance (HMSO, December 2006), the Government committed to legislate to pilot the use of a Deduction from Earnings Order (DEO) as the primary means of collecting maintenance from those in employment. In response to employer concerns, a study was conducted to identify likely employer fears and issues, in order to inform the implementation of the new pilot scheme. The research involved a quantitative survey with 1,503 UK-based employers from small, medium, and large companies.
Author: Great Britain: National Audit Office
Publisher: The Stationery Office
ISBN: 0102937184
Category : Political Science
Languages : en
Pages : 88
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Book Description
This NAO report examines the role and cost effectiveness of contact services for customers from the Department for Work and Pensions. During the 2004-05 period the Department spent £190 million on running contact centres. The centres themselves answered more than 33 million incoming calls, and made 7 million outgoing calls, as well as handling 300,000 e-mails, 30,000 faxes and 4 million incoming letters and application forms. The Department serves a wide range of customers, including 28 million pensioners and benefit recipients, paying out £112 billion a year in benefits and pensions. This report sets out a number of recommendations: that the Department should develop its understanding of customer demand and improve its forecasting processes; that the Department should aim to offer a seamless service, by reducing the number of telephone contact points, as well as sharing good practice techniques across such areas as forecasting and training; that contractual arrangements for staff should match the demand needs of customers, and that contact centre targets should therefore focus on customer need; that the Department should advance initiatives to improve its information on costs.
Author: Great Britain. National Audit Office
Publisher: The Stationery Office
ISBN: 9780102954784
Category : Business & Economics
Languages : en
Pages : 44
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Book Description
The Department for Work and Pensions has made progress in reducing the number of leaflets that it produces for its customers and in making application forms simpler and shorter. The Department has significantly changed the way in which it provides information in recent years with a growth in telephone enquiries and in online provision. The Department has reduced the quantity of leaflets that it produces for customers, from 208 different leaflets in 2005 at a cost of �10.3 million to 53 leaflets in 2008 costing �1.7 million. It has also reduced the length of most of its forms, though some are unnecessarily long and guidance notes are complicated and the Department's computer generated letters are overly long and confusing for customers. The Department has put telephone calls at the centre of its application process. It is also increasingly using the internet to communicate with customers. In response to the rise in applications for the Jobseeker's Allowance, up by 81 per cent in the six months to January 2009, the Department plans to implement systems giving customers the option of full online applications for contributory Jobseeker's Allowance from summer 2009, rather than February 2010 as originally planned. Cost efficiencies from online provision have still to be realised fully. Though forms can be downloaded from the internet it is not yet possible to apply for most benefits online, meaning that staff and customer time is taken up handling claims over the telephone or face to face.
Author: Arthur James Wells
Publisher:
ISBN:
Category : Bibliography, National
Languages : en
Pages : 870
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Book Description
Author: Great Britain: Parliament: House of Commons: Work and Pensions Committee
Publisher: The Stationery Office
ISBN: 9780215035509
Category : Political Science
Languages : en
Pages : 256
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Book Description
Benefits Simplification : Seventh report of session 2006-07, Vol. 2: Oral and written Evidence
Author: Great Britain. Cabinet Office
Publisher:
ISBN: 9780114301941
Category : Language Arts & Disciplines
Languages : en
Pages : 814
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Book Description
This directory provides all the latest information on the structure, departments, and key personnel of the UK Civil Service.
Author: David Sir Varney
Publisher: The Stationery Office
ISBN: 011840489X
Category : Business & Economics
Languages : en
Pages : 100
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Book Description
The focus of this review is how to save government, citizen and business time and money by examining the scope of integrating front-line service delivery. The Service Sector is an important economic bulwark in a modern society, with technology revolutionizing the way service providers interact with customers. Yet, with the continued pace of social, demographic and technological change, public service delivery is facing an increasing challenge, with a gap developing between public and private service delivery. Central Government delivers such services through departments, whilst departments make use of agents or agencies alone or in co-operation with local government. Such a system develops a transactional relationship, that is, the department focuses on the specific customer need, but does not take account of the overview, that is the Government's relationship with the citizen, who may need multiple services, but has to contact the various but separate helplines, call centres, front-line offices and websites to obtain the relevant service they require. A similar situation seems to apply to business, with the need to provide the same data to different parts of government, for different services. The report believes that a much more fundamental and widespread change is necessary if the public service economy is to match the performance of the best service providers. The Service Sector should follow international developments and learn from other countries' experiences of creating a more responsive and integrated public service. This report focuses on the opportunities for change in the channels through which services are delivered to citizens and business, especially the development of single points of contact with government to meet a range of their needs and those of business. This report builds on those published by Sir Peter Gershon (ISBN 1845320328) and Sir Michael Lyons (ISBN 1845320093) in 2004 (available on HM Treasury website).
Author: Liz Sayce
Publisher: The Stationery Office
ISBN: 9780101808125
Category : Business & Economics
Languages : en
Pages : 156
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Book Description
This review, looking at disability employment support, and entitled "Getting in, staying in and getting on", seeks to ensure that disabled people have the opportunities and support needed to meet their employment aspirations. The focus of the review has set out a number of recommendations for employment support and the author has focused on three areas to promote this objective. (1) To set out the types of support that today's young disabled people will want in a future economy; (2) Enshrining the right to work objectives as set out in the UN Convention on the Rights of Persons with Disabilities; (3) To make a case for cross-Government work to unlock the big enablers of employment, that is "Getting in, staying in and getting on" , which includes raising the aspirations of what disabled people can achieve. For "getting in" this should include more disabled people doing apprenticeships, work experience and work placements; for "staying in" there should be better promotion for Access to Work for retension and for "getting on" there should be greater encouragement of disabled people in setting up businesses and gaining skills for career development. The publication is divided into 5 chapters, with appendices.
