Work and Pensions written question – answered at on 7 September 2011.
To ask the Secretary of State for Work and Pensions what estimate he has made of the number of staff required to handle customer queries by telephone from universal credit claimants once the new system is introduced.
The Welfare Reform White Paper sets out that the Department for Work and Pensions will be responsible for organising the delivery of universal credit. Universal credit is expected to be introduced in October 2013, and individuals will be migrated to universal credit over the subsequent four years.
We are continuing to work with colleagues in HM Revenue and Customs, and local authorities, to test new ways of working and consider how, in the longer term, we can build on the best capabilities of current organisations to provide a consistently excellent service to claimants and ensure value for money.
It is still too early to say how many staff will be required to handle telephone customer queries during the transition period and in the longer term. Detailed plans will inform the introduction of universal credit in 2013.
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