Jobcentre Plus: Staff

House of Lords written question – answered at on 28 February 2011.

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Photo of Lord German Lord German Liberal Democrat

To ask Her Majesty's Government whether they will place in the Library of the House a copy of the productivity targets, and accompanying guidance, for interviewing clients at Jobcentre Plus.

Photo of Lord Freud Lord Freud The Parliamentary Under-Secretary of State for Work and Pensions

Jobcentre Plus had six national targets for the year 2010-11 which focus on quality interventions, customer service, employer engagement, job outcomes and the reduction of fraud and error. However, from October 2010 this was reduced to three, as Jobcentre Plus moved towards establishing the new performance management framework for 2011-12. The targets that were removed primarily measured process rather than focusing on outcomes.

Jobcentre Plus managers do have internal productivity benchmarks which do cover the number of customers interviewed in jobcentres, the number of claims processed or average length of telephone calls. These benchmarks are averages and are used alongside other management data on quality and resources.

As we do not have any productivity targets for interviewing clients, there is no accompanying guidance.

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