Jobcentre Plus - Changes To The Service

Changes To The Service

Private organisations are now under contract with the government to provide services to benefit claimants through initiatives such as Employment Zones and Pathways to Work. Jobsearch facilities are available to anyone via the Jobcentre Plus website, through touchscreen interactive jobpoints in local Jobcentres and over the phone via Jobseeker Direct (0845 60 60 234). The Jobcentre Plus website is the UK's most visited recruitment website with over a million visitors each week. Vacancy information is also available through the UK government's direct.gov.uk portal. As of spring 2010, the Jobcentre Plus website no longer contains job posts itself, and redirects all jobseeker enquiries to run through the Directgov jobs portal, which lists job posts sourced from the JCP network.

Jobcentre Plus also offered services to employers and employment agencies - who can register their vacancies online through the online service or by calling Employer Direct. Vacancies are available immediately through the channels above - (online, phone, and interactive jobpoints).

Alongside these changes, Jobcentre Plus also changed the way in which claims to benefits are processed. In the past, claimants contacted their local benefits office, were asked to manually complete the appropriate forms, and then booked an interview with an adviser in order to discuss work related issues (as appropriate) and submit the benefits claim for processing. The new system instead asks individuals to call a Jobcentre Plus call centre, where claim details are taken over the phone and entered directly to the computer system by the call agent. From summer 2012 new claimants with internet access are strongly encouraged to make their claim online, interview details are then sent to the claimant by text message. Customers are then asked to attend an interview at their local Jobcentre to discuss work issues with an adviser, and finalise their claim, provide relevant signatures and proof of ID and address.

In addition, the actual processing of claims to benefits is also changing, with benefits claims being processed at a smaller number of larger Benefit Centres rather than local benefit offices and jobcentres.

During 2003 the DWP commenced the use of Post Office accounts for the payment of benefits, a process fully operational at the beginning of the financial year in 2005. The accounts are licenced and the electronic benefits transfer banking engine are provided by the company JP Morgan Europe. Prior to these services the banking facility were provided by Citibank. As of 2012, the payment system for benefits is being streamlined, and all payments will now be made into bank, building society or Post Office accounts, and the use of Girocheques will be phased out by early 2013.

In 2012 the DWP announced a "trailblazer" scheme under which all new job seekers on Merseyside would be required to claim benefits online rather than in person at a Jobcentre Plus branch. This announcement was met with concern by Liverpool Wavertree MP Luciana Berger as well as chiefs at the Public and Commercial Services union and a member of Liverpool Council's cabinet. This was a partial pilot scheme for one part of the new Universal Credit benefit which it is intended will, in time, replace Income-based Jobseekers Allowance, Income-based Employment Support Allowance, Child Tax Credit, Working Tax Credit, Income Support and Housing Benefit. The changeover is scheduled to commence in Octobr 2013 and be complete by October 2017. Incapacity Benefit is being phased out and replaced by Emmployment Support Allowance.

From 19 October 2012 all claimants applying for Jobseekers Allowance are expected to look for work online, using the new Universal Jobmatch, an online system accessible from the government portal and powered by Monster.com, either at their local Jobcentre or from their home computer. Those jobseekers who do not possess the necessary computer skills will be offered IT training.