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 of his Department and its agencies who are engaged in telephone handling of customer queries in respect of each of the benefits to be replaced by universal credit.
In preparation for the launch of universal credit the DWP is reviewing its current telephone handling processes. We are also 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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