Claire McGuckinDWP

Work Services Director

The Journey for working age customers

July 2012

2 Department for Work and Pensions

Jobcentre Plus Customers

JSA 1,486,873

IS 1,409,870

ESA 1,087,489

IB 1,419,821

Vacancies

(Monthly)

356,104

New Claims

(Average month)

297,451

Off flow

(Average month)

287,937

3 Department for Work and Pensions

JSA Customer Journey

John

JSA Customer

4 Department for Work and Pensions

JSA Online

or

Contact Centre

or

Face-to-face

Diagnostic interview & Financial Assessor Appointments

Benefit Delivery Centre

5 Department for Work and Pensions

2005-2011 2011+

Jobcentre PlusOperating Model

6 Department for Work and Pensions

Freedom & Flexibilities

• Customer focussed. Getting a customer off benefit and into work

• Performance Agreement

• Bespoke Customer Journeys

• Partner / Provider engagement

• Digital Channels

• Flexible Support Fund

• Creativity & Innovation

7 Department for Work and Pensions

DIGITAL

• JSA Online

• Benefits Adviser (online)

• Twitter

• Texting

• Universal Job Match

• Scanning

8 Department for Work and Pensions

Flexible Support Fund (FSF)

• Barriers to work

• Support Contract

• Get Britain Working

• Procurement

9 Department for Work and Pensions

Enhancements & Additions to the journey

• Skills Conditionality

• European Social Fund (ESF)

• Disability Programmes

• Early Entry to Work Programme

• Conditionality & Sanctions

• Mandatory Work Activity (MWA)

10 Department for Work and Pensions

Other Customer Journeys

• ESA / IB Customers

• Income Support Customers

• Social Fund Customers

• National Insurance No. Applications

11 Department for Work and Pensions

QUESTIONS