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| 26th July 2010 |
| New JCP opening times |
To:
JCP Customer Representative Group Forum Members From:
Fiona Fellows
Jobcentre Plus
Transformation and Product Management
Tel: 0121 452 5245
e-mail: Fiona.fellows@jobcentreplus.gsi.gov.uk
Cc: DWP Policy and Strategy Forum
PDCS Advisory Forum Date: 23 July 2010
Revised Service Hours in Jobcentreplus
Dear Members
To enhance the service Jobcentre Plus provides to its customers we are introducing Revised Service Hours. By 1st November 2010:
• All our medium/large Jobcentres will offer an “appointment only” service between the hours of 08.30 and 09.00. Medium and Large Jobcentres are defined as having more than 50 staff and/or a customer register of more than 1800.
• All Jobcentres will have the flexibility to offer an additional “appointment only” service and/or group sessions between 17.00 and 18.00. Jobcentre Managers will make decisions on this by taking into account the local need.
• A number of our benefit processing centres are open until 20.00. The final number of sites and their location is under review but currently 15 centres are providing this service.
These changes are being introduced following a number of successful pilots in 45 Jobcentres, 18 Benefit Delivery Centres and 2 Contact Centres across the UK and take into account feedback provided by our customers.
We are also testing opening our New Claims telephony lines until 20.00 and we will of course let you know the outcomes of this pilot later in the year.
What this means for our customers
• Greater accessibility to our services – Customers will have more opportunities to search for jobs, to contact us and to arrange appointments;
• Quicker decisions – We will be able to process claims to benefit and changes of circumstances more quickly;
• More convenient – We will be able to offer our customers a wider range of interview times allowing them to strike a balance with other responsibilities such as caring for dependants, doctors appointments etc.
Letting our customers know about these changes is essential. We have updated the Directgov website and our District Managers will be writing to local Customer Representative Groups in September to advise which Jobcentres will be operating the Revised Service Hours.
In the meantime, if you have any questions, or would like to comment on these changes, in the first instance please email Kirsty Scholefield at kirsty.scholefield@jobcentreplus.gsi.gov.uk
We hope you will agree this is another step forward for Jobcentre Plus and its customer service and we’d like to take this opportunity to thank you and your people for all their help and support.
Yours Sincerely
Fiona Fellows
JCP Transformation and Product Management
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