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Employment and Support Allowance

Work and Pensions written question – answered on 18th July 2013.

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Photo of Tom Greatrex Tom Greatrex Shadow Minister (Energy)

To ask the Secretary of State for Work and Pensions

(1) what the outcome of the investigation undertaken by his Department into the telephone security questions asked of applicants for employment and support allowance was;

(2) when he will publish the outcome of his Department's review of the telephone security questions asked of applicants for employment and support allowance;

(3) when his Department's investigation into the effectiveness of security questions asked on the telephone of applicants for employment and support allowance (a) started and (b) concluded.

Photo of Mark Hoban Mark Hoban The Minister of State, Department for Work and Pensions

The review commenced in June 2012 and was concluded June 2013. The review concluded that the security system used by the Department for Work and Pensions did not deliver the anticipated cost savings. As a result of this, and in addition to user feedback, the decision was made to remove it and revert to the previous system, where contact centre agents perform security checks manually. Managers will regularly quality check a sample of calls to ensure that security procedures are followed correctly.

As the review of the telephone security questions was internal, the Department for Work and Pensions will not be publishing a report.

Does this answer the above question?

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No2 people think not

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