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Jobcentre Plus Customer Satisfaction Survey 2007
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Book Synopsis Jobcentre Plus Customer Satisfaction Survey 2007 by : Steven G. Johnson
Download or read book Jobcentre Plus Customer Satisfaction Survey 2007 written by Steven G. Johnson and published by Nicholson. This book was released on 2008 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This report presents findings from the 2007 Jobcentre Plus Customer Satisfaction Survey, which involved telephone interviews with a representative sample of 4,228 Jobcentre Plus customers. The survey collected information on customers' use of different Jobcentre Plus services and the extent to which they were satisfied with the services they received. Results are disaggregated by benefit type, region and demographic characteristics; multivariate analysis highlights the main drivers of customer satisfaction and dissatisfaction. Finally, the report suggests a number of implications of the survey results for actions that may help to increase levels of customer satisfaction, focusing on communication with customers and the consistency of the service provided."--DWP Website.
Book Synopsis Explaining Levels of Customer Satisfaction with First Contact with Jobcentre Plus by : Alex Nunn
Download or read book Explaining Levels of Customer Satisfaction with First Contact with Jobcentre Plus written by Alex Nunn and published by . This book was released on 2009 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Department for Work and Pensions by : Great Britain. National Audit Office
Download or read book Department for Work and Pensions written by Great Britain. National Audit Office and published by The Stationery Office. This book was released on 2009 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Understanding social security (Second edition) by : Millar, Jane
Download or read book Understanding social security (Second edition) written by Millar, Jane and published by Policy Press. This book was released on 2009-02-02 with total page 311 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 :Great Britain: Department for Work and Pensions Publisher :The Stationery Office ISBN 13 :0101710526 Total Pages :144 pages Book Rating :4.1/5 (17 download)
Book Synopsis Department for Work and Pensions departmental report 2007 by : Great Britain: Department for Work and Pensions
Download or read book Department for Work and Pensions departmental report 2007 written by Great Britain: Department for Work and Pensions and published by The Stationery Office. This book was released on 2007-05-16 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dated May 2007
Author :Great Britain: Parliament: House of Commons: Public Administration Select Committee Publisher :The Stationery Office ISBN 13 :9780215520708 Total Pages :144 pages Book Rating :4.5/5 (27 download)
Book Synopsis Parliamentary Commissions of Inquiry by : Great Britain: Parliament: House of Commons: Public Administration Select Committee
Download or read book Parliamentary Commissions of Inquiry written by Great Britain: Parliament: House of Commons: Public Administration Select Committee and published by The Stationery Office. This book was released on 2008 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report considers the case for Parliament to be able to initiate and conduct inquiries into serious and significant matters of public concern. It takes up the recommendationmade by this committiee's predecessor Committee (in the Government by Inquiry Report) that there should be a parliamentary mechanism for initiating inquiries. These would take the form of Parliamentary Commissions of Inquiry, composed of parliamentarians and others. In the Report, the committee examines the justification for creating Parliamentary Commissions of Inquiry in particular, that they would enable Parliament to hold the Executive to account more effectively. Then it covers some of the practical issues involved in setting up inquiries of this nature: how Parliament could instigate an inquiry, its composition, and its operation and powers. The committee concludes that it is crucial, in constitutional sense, that Parliament has the necessary powers and abilities to scrutinise the Executive and hold it to account. Proper parliamentary scrutiny should include the ability to establish and undertake inquiries into significant matters of public concern. Parliament has, in the past, conducted investigationsof this kind and as the great forum of the nation, should be expected to do so. The committee's recommendation for Parliamentary Commissions of Inquiry would promoteeffective parliamentary accountability by creating a process for Parliament to initiate inquirieswhere it rather than the Executive sees fit.
Book Synopsis Administrative Justice in Context by : Michael Adler
Download or read book Administrative Justice in Context written by Michael Adler and published by Bloomsbury Publishing. This book was released on 2010-04-30 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book comprises a definitive collection of papers on administrative justice, written by a set of very distinguished contributors. It is divided into five parts, each of which contains articles on a particular aspect of administrative justice. The first part deals with the impact of 'contextual changes' on administrative justice and considers the implications of changes in governance and public administration, management and service delivery, information technology, audit and accounting, and human rights for administrative justice. The second part deals with conceptual issues and describes a number of competing approaches to the administrative justice. The third part deals with the application of administrative justice principles to private law disputes while the fourth part deals with the distinctive characteristics of administrative justice in three other jurisdictions. The final part deals with current developments in administrative justice and the book concludes with a discussion of legislative and policy developments in the UK. The general approach of the book is socio-legal and interdisciplinary. The chapters adopt a variety of disciplinary perspectives, including those derived from political science, public policy, social policy, accounting and information technology as well as from law. Although most of the contributors are academics, some are practitioners. For these reasons, the book should be of interest to lawyers, particularly those with interests in administrative law, and to social scientists, particularly those with interests in public administration, public policy and public management.
Book Synopsis Reducing the risk of violent crime by : Great Britain: National Audit Office
Download or read book Reducing the risk of violent crime written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2008-02-21 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Home Office has been effective at raising the profile of domestic violence and alcohol related crime and encouraging local action to address these issues. Such action is likely to have made some contribution to the overall fall in levels of violent crime. It has not yet managed to address successfully barriers which are reducing the effectiveness of crime prevention activities at a local level and which have been raised in previous reports by the National Audit Office and the Committee of Public Accounts. However, the Home Office has made some progress in addressing these barriers. The persistence of these barriers means that good practice has not been extended from small initiatives, and Crime and Disorder Reduction Partnerships have not been able to take a long-term, strategic approach to tackling violent crime. There are a number of NAO recommendations.
Author :Great Britain: Parliament: House of Commons: Committee of Public Accounts Publisher :The Stationery Office ISBN 13 :9780215036230 Total Pages :36 pages Book Rating :4.0/5 (362 download)
Book Synopsis Jobcentre Plus by : Great Britain: Parliament: House of Commons: Committee of Public Accounts
Download or read book Jobcentre Plus written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and published by The Stationery Office. This book was released on 2007-10-09 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report follows on from a earlier NAO report (HCP 24, session 2006-07, ISBN 9780102943795). Personal Advisers assess needs of people looking for work and point them towards the right kind of assistance needed to find a job. In 2005-06, Jobcentre Plus had some 9,300 advisers at a salary cost of £238 million, conducting in total 10.8 million jobseeker interviews. They are also the gateway to various New Deal programmes, which has cost £5 billion since 1997. With the Government's aim of increasing the employment rate to 80%, personal advisers will have an important role. The Committee has set out a number of conclusions and recommendations, including: that the Department for Work and Pensions aim of assisting 1 million people on benefit into work, will require Jobcentre Plus to keep a good knowledge of employers' short and medium term skill needs as well as training opportunities; Jobcentre Plus should take care to protect advisers from unnecessary administrative work, interruptions of interviews to a minimum and allow more discretion and flexibility to advisers on individual cases; in 2005-06 customers failed to attend around 1.8 million scheduled interviews, whilst customers turned up late on average for around one in six interviews, Jobcentre Plus could do more to remind customers of their responsibilities, but also take account of local transport needs and use text messages and phone calls to remind customers of appointment times; improving the amount of time personal advisers spend with customers is a key element in helping Jobcentre Plus in achieving its efficiency targets and in helping it to be effective in achieving organisational objectives of helping people find work.
Author :Great Britain. Department for Work and Pensions. SPEAR project team Publisher : ISBN 13 : Total Pages :122 pages Book Rating :4.F/5 ( download)
Book Synopsis An Analysis of DWP Productivity 1997/98 - 2007/08 by : Great Britain. Department for Work and Pensions. SPEAR project team
Download or read book An Analysis of DWP Productivity 1997/98 - 2007/08 written by Great Britain. Department for Work and Pensions. SPEAR project team and published by . This book was released on 2006 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Reframing Corporate Social Responsibility by : William Sun
Download or read book Reframing Corporate Social Responsibility written by William Sun and published by Emerald Group Publishing. This book was released on 2010-12-13 with total page 325 pages. Available in PDF, EPUB and Kindle. Book excerpt: This collection brings together leading scholarly thinking to understand why CSR failed to prevent the global financial crisis, how corporate social irresponsibility (CSI) contributed to the financial crisis, and how we may reframe CSR or improve CSR frameworks to help prevent or mitigate any future financial and economic crises.
Book Synopsis Feasibility Study for the Future Jobcentre Plus Customer Satisfaction Survey by : Eleni Romanou
Download or read book Feasibility Study for the Future Jobcentre Plus Customer Satisfaction Survey written by Eleni Romanou and published by . This book was released on 2010 with total page 172 pages. Available in PDF, EPUB and Kindle. Book excerpt: Jobcentre Plus has traditionally conducted a biennial customer satisfaction survey and follow-up qualitative study in order to monitor levels of customer satisfaction and identify potential areas for improvement. It was necessary to update the survey questionnaire to ensure it captures the key indicators of Departmental Strategic Objective Seven (DSO7), and to increase the frequency of reporting to enable faster implementation of operational changes in response to findings. This report presents findings from a feasibility study which explores potential design options for a new measure of Jobcentre Plus customer satisfaction.
Author :Great Britain. Parliament. House of Commons. Committee of Public Accounts Publisher :The Stationery Office ISBN 13 :9780215523556 Total Pages :40 pages Book Rating :4.5/5 (235 download)
Book Synopsis The Roll-out of the Jobcentre Plus Office Network by : Great Britain. Parliament. House of Commons. Committee of Public Accounts
Download or read book The Roll-out of the Jobcentre Plus Office Network written by Great Britain. Parliament. House of Commons. Committee of Public Accounts and published by The Stationery Office. This book was released on 2008 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt: Between 2002 and 2008 the Department for Work and Pension replaced over 1,500 jobcentres and social security offices across Great Britain with a network of just over 800 modernised Jobcentre Plus offices. The aim was to improve significantly the job-seeking experience and the delivery of benefits by providing a service similar to that offered by a bank or modern retailer. To achieve such a radical shift the Department merged the Employment Service and the Benefits Agency into a new integrated service Jobcentre Plus. This roll-out was one of the largest public sector construction programmes undertaken in the UK in recent years. Having learnt lessons from early difficulties, the project was successful in delivering nearly all the planned offices, while making savings against the original budget of £2.2 billion. The estate rationalisation generated savings of £135 million a year, and the Department estimates that the roll-out will ultimately lead to cumulative benefits of £6 billion. The successful delivery of the programme can be attributed to sound governance, intelligent use of existing guidance and external advice, strong support from the leadership of the organisation and, critically, the consistent senior management team. The successful implementation of the project has important lessons for other major government programmes.
Book Synopsis Jobcentre Plus Customer Service Performance and Delivery by : Colin Talbot
Download or read book Jobcentre Plus Customer Service Performance and Delivery written by Colin Talbot and published by . This book was released on 2005 with total page 74 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :Great Britain. Parliament. House of Commons. Public Accounts Committee Publisher :The Stationery Office ISBN 13 :9780215529282 Total Pages :36 pages Book Rating :4.5/5 (292 download)
Book Synopsis Department for Work and Pensions by : Great Britain. Parliament. House of Commons. Public Accounts Committee
Download or read book Department for Work and Pensions written by Great Britain. Parliament. House of Commons. Public Accounts Committee and published by The Stationery Office. This book was released on 2009 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report examines recording and acting on complaints, and on the adequacy and costs of the complaints process, in the Department for Work and Pensions (the Department) and Jobcentre Plus and the Pensions, Disability and Carers Service (the Agencies). The Agencies provided services to over 22 million customers in 2007-08 and around 70,000 complaints were recorded (down from 103,000 in 2003-04). A three-tiered process has been introduced, and Agencies aim to resolve most complaints at frontline staff or manager level, so as to minimise the number reaching Chief Executive level. Additionally, dissatisfied customers have two independent resolution routes if internal processes fail: the Independent Case Examiner and the Parliamentary and Health Service Ombudsman. Whilst only about 200 cases reach the Ombudsman, the proportion upheld at that stage is around two thirds, suggesting that there is scope for improvement in handling the most difficult cases. Staff attitude is the most common cause of complaints. Another common complaint is the cost of calling the Agencies, particularly from mobile phones. The Department has no consistent system across its operations for recording complaints, although it is currently piloting a simplified system with the intention of moving to a common system. There is also limited central monitoring of the quality of replies to customers. The cost of handling complaints is estimated by the National Audit Office to be between £4.7 million and £6.2 million, although the Department does not monitor such information. Resolving at the front line a third of the cases which currently reach 'tier three' (Agency Chief Executive level) could save the Department around £700,000.
Book Synopsis Jobcentre Plus National Customer Satisfaction Survey, 2003 by : Ian Sanderson
Download or read book Jobcentre Plus National Customer Satisfaction Survey, 2003 written by Ian Sanderson and published by . This book was released on 2003 with total page 67 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Jobcentre Plus National Customer Satisfaction Survey 2005 by : Ian Sanderson
Download or read book Jobcentre Plus National Customer Satisfaction Survey 2005 written by Ian Sanderson and published by . This book was released on 2005 with total page 124 pages. Available in PDF, EPUB and Kindle. Book excerpt:
