Jobcentre Plus lambasted by MPs

Labour MP Terry Rooney, has slammed the DWP

Saturday, 18, Mar 2006 12:00

MPs have described the effects of government plans to make the Jobcentre Plus service more efficient as "truly appalling".

The work and pensions select committee backed union calls to stop the loss of thousands of jobs in benefit centres, which were leading to a "catastrophic breakdown" in services to tens of thousands of people on the dole.

The select committee also lambasted the Department for Work and Pensions (DWP) trials for a new system of applying for crisis loans, which led to many people waiting up to three hours outside phone boxes.

The MPs criticised the DWP for trying to do too much, too quickly.

Critics said millions of calls from some of the most vulnerable people in the country went unanswered last summer and benefit claims were delayed.

MPs on the committee also questioned the rationale for the job cuts at the DWP and argued the stream of job losses should be slowed.

Labour MP and chairman of the select committee, Terry Rooney, said: "Getting those able to work off benefits and into jobs is vital for the health of our society. Yet Jobcentre Plus has lost focus on its core purpose over the last year.

"In their drive for efficiency, the government has caused a serious failure in customer service, staffing, procurement and IT.

"The secretary of state himself has described the agency as being faced with a 'shed load of difficulties' and the committee agrees.

"The measures taken to resolve these problems are neither sustainable, nor robust. The department shouldn't try to run before it can walk and must do its upmost to ensure future improvements are less risky, less costly and ultimately, have a higher chance of success."

Mark Serwotka, general secretary of the PCS, said the DWP could not continue to live in denial about the problems facing Jobcentre Plus.

"This report supports our view that the efficiency programme is having a disastrous impact on services and that the DWP can't continue slashing jobs whilst services teeter on the edge of meltdown.

"With a separate report earlier in the week showing 21 million calls going unanswered in the DWP it is now time for the department to halt cutting jobs and assess adequate staffing levels."

Committee member and Conservative MP Philip Dunne said the government's ineptitude seemed to know no bounds.

"An attempt to cut bureaucracy and waste in much-needed back-to-work schemes has come totally unstuck with both claimants and staff suffering dreadfully.

"Jobseekers have been plunged into financial crises by a meltdown in the system, while staff have been knocked sideways by a botched reorganisation."

But employment minister Margaret Hodge said Jobcentre Plus was now routinely answering over 95 per cent of benefit claims calls and was providing better customer service online, over the phone and in the new Jobcentre Plus offices "to help get 4,000 people into work every day".