JC survey


M

mart2306

Still a long way to go.

Martin <><


https://www.gnn.gov.uk/Content/Detail.asp?ReleaseID=357490&NewsAreaID=2

Department for Work And Pensions (National)

Jobcentre plus staff get an 80% approval rating


A survey of Jobcentre Plus customers has revealed that 80% of those
using the service are happy with their experience. This rises to 89%
for those dealing face to face with Jobcentre Plus advisers.

Welcoming the research, Stephen Timms, Minister for Employment said:

"The results of this survey are testament to the professionalism and
expertise of our staff. Customers can access Jobcentre Plus services
through a range of means, including over the phone or face to face,
but whichever way they choose, they can be sure to be met by friendly
and enthusiastic staff.

"Our new, modern Jobcentre Plus offices, the roll out of which was
praised by the National Audit Office in a report 2 weeks ago, provide
a friendly and relaxed atmosphere for jobseekers to meet with personal
advisers. It is clear that our customers value this personalised
service as the results of this survey show, with the customer
satisfaction rating for face to face meetings rising to 89%."

The Survey results are based on telephone interviews with over 4000
Jobcentre Plus customers claiming Jobseekers Allowance (JSA),
Incapacity Benefit (IB) and Income Support (IS) between July and
August 2007.
 
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N

Niteawk

Still a long way to go.

Martin <><


https://www.gnn.gov.uk/Content/Detail.asp?ReleaseID=357490&NewsAreaID=2

Department for Work And Pensions (National)

Jobcentre plus staff get an 80% approval rating


A survey of Jobcentre Plus customers has revealed that 80% of those
using the service are happy with their experience. This rises to 89%
for those dealing face to face with Jobcentre Plus advisers.

Welcoming the research, Stephen Timms, Minister for Employment said:

"The results of this survey are testament to the professionalism and
expertise of our staff. Customers can access Jobcentre Plus services
through a range of means, including over the phone or face to face,
but whichever way they choose, they can be sure to be met by friendly
and enthusiastic staff.

"Our new, modern Jobcentre Plus offices, the roll out of which was
praised by the National Audit Office in a report 2 weeks ago, provide
a friendly and relaxed atmosphere for jobseekers to meet with personal
advisers. It is clear that our customers value this personalised
service as the results of this survey show, with the customer
satisfaction rating for face to face meetings rising to 89%."

The Survey results are based on telephone interviews with over 4000
Jobcentre Plus customers claiming Jobseekers Allowance (JSA),
Incapacity Benefit (IB) and Income Support (IS) between July and
August 2007.
Complete and utter bullshit ;)
 
S

scoff12

In december I signed on for JSA after a number of years of not being
on benefit. I have to say, so far at least I have find it a Refreshing
change compared to the last time I was on JSA. The initial telephone
interview was very efficient and the person I spoke to was helpful.
When I went into the jobcentre I found the staff welcoming and
helpful. I was greeted by a pleasant security guard. The lady who did
my initial interview was understanding and easy to talk to.

When I signed on for the first time the person who signed on wished me
a nice Christmas. I have always find him pleasant.
Today I had my first 13 week interview. The lady I spoke to again, was
nice and helpful.

I realise things may change six month done the line but so far at
least I get the impression that the staff are genuinely trying to be
helpful rather which was not always the case in my pervious
experiences.

I would say there has been a definite cultural change .
 
M

Mike

Still a long way to go.

Martin <><


https://www.gnn.gov.uk/Content/Detail.asp?ReleaseID=357490&NewsAreaID=2

Department for Work And Pensions (National)

Jobcentre plus staff get an 80% approval rating


A survey of Jobcentre Plus customers has revealed that 80% of those
using the service are happy with their experience. This rises to 89%
for those dealing face to face with Jobcentre Plus advisers.

Welcoming the research, Stephen Timms, Minister for Employment said:

"The results of this survey are testament to the professionalism and
expertise of our staff. Customers can access Jobcentre Plus services
through a range of means, including over the phone or face to face,
but whichever way they choose, they can be sure to be met by friendly
and enthusiastic staff.

"Our new, modern Jobcentre Plus offices, the roll out of which was
praised by the National Audit Office in a report 2 weeks ago, provide
a friendly and relaxed atmosphere for jobseekers to meet with personal
advisers. It is clear that our customers value this personalised
service as the results of this survey show, with the customer
satisfaction rating for face to face meetings rising to 89%."

The Survey results are based on telephone interviews with over 4000
Jobcentre Plus customers claiming Jobseekers Allowance (JSA),
Incapacity Benefit (IB) and Income Support (IS) between July and
August 2007.
I can well believe that 80% are satisfied. The majority of people do
have straightforward painless dealings with the DWP. The vast majority
are paid in an automated manner.
I dare say that many companies would be alarmed at 20% of their
customers being unhappy as they might go elsewhere, fortunately the DWP
does not have to be concerned about that.
Obviously niteawk wasn't surveyed as the whole of the DWP have it in for
him, myself included. We take it in turns to interview and dick him
around, I'm scheduled to give him a hard time in sept 2011.

Mike
 
N

Niteawk

Obviously some people will be more than happy with the JC, they tend to be
the ones who have qualifications and are not out of work for very long.
Ask the long term unemployed what they think of the JC, the unskilled people
who cant get a job, I think you will find they have a different view ;)



In december I signed on for JSA after a number of years of not being
on benefit. I have to say, so far at least I have find it a Refreshing
change compared to the last time I was on JSA. The initial telephone
interview was very efficient and the person I spoke to was helpful.
When I went into the jobcentre I found the staff welcoming and
helpful. I was greeted by a pleasant security guard. The lady who did
my initial interview was understanding and easy to talk to.

When I signed on for the first time the person who signed on wished me
a nice Christmas. I have always find him pleasant.
Today I had my first 13 week interview. The lady I spoke to again, was
nice and helpful.

I realise things may change six month done the line but so far at
least I get the impression that the staff are genuinely trying to be
helpful rather which was not always the case in my pervious
experiences.

I would say there has been a definite cultural change .
 
N

Niteawk

Mike said:
I can well believe that 80% are satisfied. The majority of people do have
straightforward painless dealings with the DWP. The vast majority are
paid in an automated manner.
I dare say that many companies would be alarmed at 20% of their customers
being unhappy as they might go elsewhere, fortunately the DWP does not
have to be concerned about that.
Obviously niteawk wasn't surveyed as the whole of the DWP have it in for
him, myself included. We take it in turns to interview and dick him
around, I'm scheduled to give him a hard time in sept 2011.

Mike
Cant be done, I am a real pro when it comes to dealing with morons like you,
what you dont realise is I dont need JSA so you cant **** me up, all you end
up doing is making more work for yourselves, and believe me, I know how to
cause you major hassle if you try to dick me about ;)
 
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M

mart2306

Complete and utter bullshit ;)- Hide quoted text -

- Show quoted text -
Probably. I'd have expected the survey to give a somewhat better
figure. Still, 80% just means they have a long way to go with the
other 20%.

Martin <><
 
M

mart2306

Cant be done, I am a real pro when it comes to dealing with morons like you,
what you dont realise is I dont need JSA so you cant **** me up, all you end
up doing is making more work for yourselves, and believe me, I know how to
cause you major hassle if you try to dick me about ;)- Hide quoted text -

- Show quoted text -
An unemployed person who doesn't need JSA?
How unusual.

So I take it then you sign on just to cause more work and hassle for
others then?

Martin <><
 
N

Niteawk

Cant be done, I am a real pro when it comes to dealing with morons like
you,
what you dont realise is I dont need JSA so you cant **** me up, all you
end
up doing is making more work for yourselves, and believe me, I know how to
cause you major hassle if you try to dick me about ;)- Hide quoted text -

- Show quoted text -


An unemployed person who doesn't need JSA?
How unusual.

Thats right, I dont need it, I can survive without it. I have to claim it to
get HB, this is one of the many wonders of our crazy benefit system, you
must claim one to get the other. How bad is that. Who the **** thought that
one up.... LOL





So I take it then you sign on just to cause more work and hassle for
others then?

As usual you are way off the mark, good work, keep it up :)
 
R

Robbie

Niteawk said:
An unemployed person who doesn't need JSA?
How unusual.

Thats right, I dont need it, I can survive without it. I have to claim
it to get HB, this is one of the many wonders of our crazy benefit
system, you must claim one to get the other. How bad is that. Who the
**** thought that one up.... LOL
No, you can get HB without getting JSA, or indeed any other income at
all. Though you'll be given the third degree by the HB department
instead of the Job Centre - and the HB department can really screw up
your life if they withdraw HB. You'll need to make a claim for free
prescriptions etc too and show you have nil income.

How can you survive with NO income - do you have people who are prepared
to clothe and feed you? Pay the electricity and gas?

Is it possible that you are in fact working and this is why you put up
obstacles at every turn, when it comes to signing off?
 
N

Niteawk

Robbie said:
No, you can get HB without getting JSA, or indeed any other income at all.
Though you'll be given the third degree by the HB department instead of
the Job Centre - and the HB department can really screw up your life if
they withdraw HB. You'll need to make a claim for free prescriptions etc
too and show you have nil income.
I have tried this, to awkward, I end up getting visits every 5 minutes. They
cant get their heads round how someone can survive without proof of any
income, so HB is cancelled.
How can you survive with NO income - do you have people who are prepared
to clothe and feed you? Pay the electricity and gas?
I am sure you know you cant live on JSA anyway so its family, they dont have
to clothe me but I have to ask them to cover my bills, something I dont like
doing but it has to be done. If I need money for a computer or TV, its a
resounding NO, but for living expenses, they dont like to see me in debt so
they pay up.
As you can see I have a computer, its light years ahead of what you get to
use on ND IAP, but I need a more up to date one. I was given a wide screen
TV as a present ;) it seems what they wont give me money for they will buy
for me instead. I keep hinting that I need a quad or at least a dual core to
keep pace with the latest technology so fingers crossed, they pay for my
broadband so they might as well cough up for a decent PC, or is this a step
to far. I dont want to take the piss.


Is it possible that you are in fact working and this is why you put up
obstacles at every turn, when it comes to signing off?

I look after my neighbours house when she is away on business, feed the
cats, water the plants, even though I always refuse to accept any payment,
she pays me in cash or sometimes a crate of beer or two but I always
declared it, this is something they do not want to know about, why is that
do you think, would they have to admit I have a job, I dont know.
 
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R

Robbie

Niteawk said:
I have tried this, to awkward, I end up getting visits every 5 minutes.
They cant get their heads round how someone can survive without proof of
any income, so HB is cancelled.
It can happen but as you have discovered, you will be hounded.
I am sure you know you cant live on JSA anyway so its family, they dont
have to clothe me but I have to ask them to cover my bills, something I
dont like doing but it has to be done. If I need money for a computer or
TV, its a resounding NO, but for living expenses, they dont like to see
me in debt so they pay up.
As you can see I have a computer, its light years ahead of what you get
to use on ND IAP, but I need a more up to date one. I was given a wide
screen TV as a present ;) it seems what they wont give me money for they
will buy for me instead. I keep hinting that I need a quad or at least a
dual core to keep pace with the latest technology so fingers crossed,
they pay for my broadband so they might as well cough up for a decent
PC, or is this a step to far. I dont want to take the piss.
fair enough ;)
I look after my neighbours house when she is away on business, feed the
cats, water the plants, even though I always refuse to accept any
payment, she pays me in cash or sometimes a crate of beer or two but I
always declared it, this is something they do not want to know about,
why is that do you think, would they have to admit I have a job, I dont
know.
They probably don't know how do deal with it. I don't know why you would
even declare it anyway, unless it was a silly amount she gave you.

Just don't get her to pay a bill for you as payment as that IS included
in the benefit rules - any payment anyone else makes on your behalf for
an item that is included as normal day to day expenses has to be taken
off your benefit...

Technically, if some paid your electricity bill as a good will gesture
then your benefit has to be reduced £ for £... but as this happens so
often the DWP take no interest in chasing people up, even when they know
about it, unless the payment is ongoing. For example, someone on benefit
whose parents / friends / whatever give them £10 a week for topping up a
gas or electricity pre-payment key could have their benefit reduced by
£10 a week - and it does happen.
 
M

Mike

Niteawk said:
Cant be done, I am a real pro when it comes to dealing with morons like
you, what you dont realise is I dont need JSA so you cant **** me up,
all you end up doing is making more work for yourselves, and believe me,
I know how to cause you major hassle if you try to dick me about ;)
The difference is (and this is often forgotten by customers threatening
to cause hassle) is that I am PAID to deal with you and whether I am
dealing with you or someone else makes little real difference to me.

Indeed the odd awkward customer makes life more interesting. When I
dealt with customers all day I often had to supress yawns. It was a
conveyour belt, 9/10 times I asked pretty much the same Qs & each time
they largely gave the same answers.

I'm looking forward to Sept 2011!

Mike
 
M

mart2306

The difference is (and this is often forgotten by customers threatening
to cause hassle) is that I am PAID to deal with you and whether I am
dealing with you or someone else makes little real difference to me.

Indeed the odd awkward customer makes life more interesting.  When I
dealt with customers all day I often had to supress yawns. It was a
conveyour belt, 9/10 times I asked pretty much the same Qs & each time
they largely gave the same answers.

I'm looking forward to Sept 2011!

Mike- Hide quoted text -

- Show quoted text -
Sept 2011? Retirement?

Martin <><
 
M

Mike

Still a long way to go.

Martin <><


https://www.gnn.gov.uk/Content/Detail.asp?ReleaseID=357490&NewsAreaID=2

Department for Work And Pensions (National)

Jobcentre plus staff get an 80% approval rating


A survey of Jobcentre Plus customers has revealed that 80% of those
using the service are happy with their experience. This rises to 89%
for those dealing face to face with Jobcentre Plus advisers.

Welcoming the research, Stephen Timms, Minister for Employment said:

"The results of this survey are testament to the professionalism and
expertise of our staff. Customers can access Jobcentre Plus services
through a range of means, including over the phone or face to face,
but whichever way they choose, they can be sure to be met by friendly
and enthusiastic staff.

"Our new, modern Jobcentre Plus offices, the roll out of which was
praised by the National Audit Office in a report 2 weeks ago, provide
a friendly and relaxed atmosphere for jobseekers to meet with personal
advisers. It is clear that our customers value this personalised
service as the results of this survey show, with the customer
satisfaction rating for face to face meetings rising to 89%."

The Survey results are based on telephone interviews with over 4000
Jobcentre Plus customers claiming Jobseekers Allowance (JSA),
Incapacity Benefit (IB) and Income Support (IS) between July and
August 2007.
The DWP is obsessed with surveys of staff and customers. There is a
national survey every year of all DWP staff, there have been interim
surveys in the past (not last year though), there's a Pension Service
specific survey and various local surveys.

Of course these service invariably show disatisfaction amongst staff,
vast numbers hoping to have left within the year but not the root cause
- beyond a massive lack of faith in management!

Questions I'd like to see centre around T&C, workability of the
IT/procedures/policies and of course pay/progression. I'm sure these
would highlight key concerns of the staff and I'm sure management don't
ask simply 'cos they wont like the answer & would make no effort to
resolve the issues! DWP management like to be seen to do things without
actuallty having to do anything or spend money. Another pay strike on
17/18.3.08 should send a clear message to management.

Lets not mention Mystery Shoppers!

Mike
 
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N

Niteawk

Robbie said:
It can happen but as you have discovered, you will be hounded.


fair enough ;)


They probably don't know how do deal with it. I don't know why you would
even declare it anyway, unless it was a silly amount she gave you.

I declared it because I wanted to see if this type of payment is covered, as
you say, they do not know how to deal with it. Although one JC bod said as
long as its not more than £5.00 and its a one off payment it does not
matter, so I said it was a one off payment more than £5.00, he said I will
let it go this time. Then I asked about being given food and drink as
payment for helping my neighbour, the reply was, "you know if you are
working and getting paid" so I asked again, food and drink, what is it
classed as, does helping a neighbour count as being employed. You can
probably tell where this was leading, another big row was about to erupt so
I didnt get to mention that my neighbour once put an envelope stuffed with
cash through my letter box for laying a patio and building a wall, something
which was totally unexpected. I did eventually establish that it was within
the rules to help your neighbours out even if that amounted to building
something like an extension. Act of god donations in cash, food and drink
have yet to be ratified.


Just don't get her to pay a bill for you as payment as that IS included
in the benefit rules - any payment anyone else makes on your behalf for an
item that is included as normal day to day expenses has to be taken off
your benefit...
Seems a bit harsh when you consider that JSA will not cover these costs,
dont forget JSA is for looking for work, what would they say at the JC if
you said you had no money left for job search after paying your utility
bills. A bit of a catch 22 there.

Technically, if some paid your electricity bill as a good will gesture
then your benefit has to be reduced £ for £... but as this happens so
often the DWP take no interest in chasing people up, even when they know
about it, unless the payment is ongoing. For example, someone on benefit
whose parents / friends / whatever give them £10 a week for topping up a
gas or electricity pre-payment key could have their benefit reduced by £10
a week - and it does happen.

Thats interesting, in my case if I did not get help with my bills they would
not get paid, I would end up being hounded by bailiffs and probably evicted
by my landlord for having all the utilities to his property cut off.
 
M

mart2306

The DWP is obsessed with surveys of staff and customers.  There is a
national survey every year of all DWP staff, there have been interim
surveys in the past (not last year though), there's a Pension Service
specific survey and various local surveys.

Of course these service invariably show disatisfaction amongst staff,
vast numbers hoping to have left within the year but not the root cause
- beyond a massive lack of faith in management!

Questions I'd like to see centre around T&C, workability of the
IT/procedures/policies and of course pay/progression.  I'm sure these
would highlight key concerns of the staff and I'm sure management don't
ask simply 'cos they wont like the answer & would make no effort to
resolve the issues!  DWP management like to be seen to do things without
actuallty having to do anything or spend money.  Another pay strike on
17/18.3.08 should send a clear message to management.

Lets not mention Mystery Shoppers!

Mike- Hide quoted text -

- Show quoted text -
I have had some experience with senior managers at DWP at high level.
Many of the surveys I would expect to be agreed by them before being
started.

My experience is that they are so far removed from the day to day
operations that they haven't a clue. So wouldn't think of such things
as IT workability, T&C, proceducre problems etc.
Surveys can be written in such a way as to get the answers wanted, or
at least avoid answers that aren't wanted. They tend to work best when
they ask the same questions over a period of time, using the same
wording every time.

T&C, workability of IT, procedures, policies, pay & progression have
all been issues since at least the late 1980s. Things tend not to
improve much.

Martin <><
 
M

Mike

I have had some experience with senior managers at DWP at high level.
Many of the surveys I would expect to be agreed by them before being
started.

My experience is that they are so far removed from the day to day
operations that they haven't a clue. So wouldn't think of such things
as IT workability, T&C, proceducre problems etc.
Surveys can be written in such a way as to get the answers wanted, or
at least avoid answers that aren't wanted. They tend to work best when
they ask the same questions over a period of time, using the same
wording every time.

T&C, workability of IT, procedures, policies, pay & progression have
all been issues since at least the late 1980s. Things tend not to
improve much.

Martin <><
Nope they've got A LOT worse in almost every respect. Carefully crafted
surveys are about all the DWP management are any good at.

Mike
 
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P

phillip maxwell

Still a long way to go.

Martin <><


https://www.gnn.gov.uk/Content/Detail.asp?ReleaseID=357490&NewsAreaID=2

Department for Work And Pensions (National)

Jobcentre plus staff get an 80% approval rating

Totally meaningless. In order to get valid results in any such survey
it's preferable if respondents are allowed to retain their anonymity.
Phoning up claimants, with the implication that "we know who you are"
is bound to pressure at least a proportion into giving answers they
imagine the DWP, on who they depend rightly or wrongly for their
income, would most want to hear.

There seem no particular reason why short questionnaires couldn't have
been issued to a randomised selection of claimants - and not simply
among those owning telephones - when they attended for interview. To be
filled in anonymously and dropped in a box on the way out, if the
claimant so chose. Unless of course the DWP were fearful of the outcome.


PM
 

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