Letter to Department for Work and Pensions
from the Committee Specialist
My questions mainly concern the performance
of the various ONE pilots against the minimum performance standards
Minimum standards for job entries
Page 4 of the supplementary information sent
to the Committee on 21 January gives the minimum standards for
JSA and non-JSA job entries. Is this per pilot office? per pilot
model? or altogether across both Basic Model and Call Centre models,
ie eight pilots altogether? If the latter, is it correct that
the minimum standards set per pilot are 456.3 JSA job placements
and 49.6 non-JSA job placements? Can you confirm that these are
the targets set for the six month period April to September?
Again, are the measures for each pilot, or for
the pilot models as a whole. Do we divide by four to get the separate
targets for Leeds, Suffolk, North Nottinghamshire and North Cheshire
over the six-month period?
What is the reason why the PVS job entry targets
are lower than the targets for other models?
All the performance figures given in the memorandum
of 21 January seem to refer to the period April 2001 to September
2001. Can we have the actual performance of the ONE pilots against
the target for the April to September period broken down by model.
Your latest e-mail says that "the latest figures" show
that the target is now being met. Can you be more precise about
what period these later figures refer to?
[If, in fact, you do have later performance
figures than the April 2001September 2001 figures given
to the Committee in the January memorandum, can you provide us
with them across the range of performance minimum standards?]
In examining performance against targets, I
realise the January memorandum did not give the figures for the
actual performance of the ONE pilots against the 90% minimum standard.
Can we have the figures please, preferably by reference to each
of the 12 pilots, with if possible figures for the control areas
Finally, as already discussed with you on the
telephone (you may already be dealing with this) :
Time allocations for contacts with clients
With reference to the 21 January Memorandum,
Annex A (Box 1, third column): the alloted times within Jobcentre
Plus for client contact are given as: "Initial Contact15
minutes; Financial Assessor20 minutes; Personal Adviser45
or 60 minutes."
Please can you explain what "Initial Contact"
refers to. Is this the information gathering stage which will
done via a call-centre? (Are we correct in assuming that the information
gathering stage is being done via a call centre?)
If this is not what `Initial contact' refers
to, what is it and what is the time allocation for the
information gathering stage?
If this is indeed the time allocated for information
gathering, why is it so much shorter than the time currently allocated
to the start-up process within the call centre model of ONE? What
are the ONE call centres doing which the information gathering
people will not be doing?
I hope these queries are clear. Please contact
me if you require clarification.
Thanks for your offer to do the utmost to get
the answers we need quickly. I would be grateful for the information
by Monday 11 March at the very latest.
Work and Pensions Committee
6 March 2002