Select Committee on Work and Pensions Appendices to the Minutes of Evidence


DEPARTMENTAL RESPONSE TO FURTHER POINTS RAISED BY JANET ALLBESON ON 6 MARCH 2002

Further points raised on Page 4 of letter of 21 January:

Minimum Standards for Job Entries

  The information given at page 4 for JSA and non JSA job entries
ieJSA -3,651
Non JSA-397



  represents the total for the Basic Model and Call Centre variants for the period April 2001 to September 2001.

  The measures for the individual pilots are as follows:

Non JSA
1st Quarter
2nd Quarter
Total
  
(Apr 01—June 01)
(Jul 01—Sept 01)
April 01—Sept 01
Clyde Coast
30
42
72
Essex SE
19
27
46
Lea Roding
21
30
51
Warwickshire
23
34
57
Bucks
18
28
46
Calderdale
14
27
41
SE Gwent
17
30
47
Somerset
13
24
37
National
155
242
397
    
JSA
1st Quarter
2nd Quarter
Total
  
(Apr 01—June 01)
(Jul 01—Sept 01)
April 01—Sept 01
Clyde Coast
296
438
734
Essex SE
140
223
363
Lea Roding
136
210
346
Warwickshire
160
261
421
Bucks
138
232
370
Calderdale
180
316
496
SE Gwent
161
289
450
Somerset
168
303
471
National
1379
2272
3651

<lh1,30p0>


ORIF Measures

  The figures quoted are for the whole of the PVS variant.

  Each PVS partner will have individually undertaken negotiations with Commercial Policy Division about the number of job entries to be achieved during the operational year.

  The agreed measure is commercial in confidence.

  The level of job entry targets set across all three variants was based on the size of each pilots' client stock and flow figures and recent past performance levels. As a result the PVS job entry targets are broadly comparable with the other variants.

Sustainability

  The table and graph below illustrates the performance of all pilots against a sustainability measure of 75%. It covers ONE advisers' performance on job entries. PVS outcomes are based on actual numbers rather than percentages but these have been converted to aid comparison.

  Note:

  Essex SE and Calderdale and Kirklees have become part of Jobcentre Plus.

Period: June 2000 to August 2001 (Percentages)

Sustainability
*Jun
July
Aug
*Sept
Oct
Nov
*Dec
Jan
Feb
*Mar
Apr
May
*Jun
July
Aug
Clyde Coast
76
76
75
77
68
64
68
67
79
89
83
76
61
84
78
Essex SE
83
81
86
84
90
73
81
83
85
94
94
        
Lea Roding
88
90
86
92
91
83
86
83
79
97
86
88
83
89
93
Warwickshire
81
86
83
82
75
83
82
72
84
83
85
76
83
86
80
Basic Model
82
83
83
84
81
76
79
76
82
91
87
80
76
86
84
Buckinghamshire
85
75
82
89
83
77
91
85
87
92
78
88
74
81
76
Calderdale and Kirklees
82
83
82
82
84
82
83
84
82
93
84
        
SE Gwent
80
81
83
88
78
68
76
78
81
92
80
83
83
79
82
Somerset
81
86
85
85
77
72
83
73
84
92
87
84
82
83
84
Call Centre
82
81
83
86
80
75
83
80
84
92
82
85
79
81
81
Leeds
82
80
86
82
79
79
76
83
91
91
86
89
81
87
82
North Cheshire
80
89
82
88
66
76
86
73
90
76
75
73
75
86
79
North Notts
79
91
84
88
83
75
83
92
94
100
73
68
77
67
57
Suffolk
85
71
82
77
84
78
85
80
84
94
74
74
77
73
83
PVS
82
83
83
84
78
77
83
82
90
90
77
76
78
78
75
Minimum Standard
75
75
75
75
75
75
75
75
75
75
75
75
75
75
75
National
82
82
83
84
80
76
82
79
85
91
82
80
78
82
80





  For the purposes of reporting the above data would appear in reports 5 months later. eg results for August would be reported the following January.

  Further points raised on Page 5 of letter of 21 January:

  Evidence Gathering

April 2001-Sept 2001 (Percentages)

Basic Model
Apr-01
May
June
July
August
Sept
Clyde Coast
99.9
99.9
99.9
99.9
99.9
99.9
Essex South East
89.7
90.6
91.8
82.5
86.8
91.3
Lea Roding
97.4
95.4
95.3
93.5
91.3
95.6
Warwickshire
95.6
98.3
96.5
96.0
95.6
95.3
Call Centre Model
Buckinghamshire
80.7
93.3
91.2
94.4
95.5
95.7
Calderdale and Kirklees
94.6
97.0
98.2
97.5
98.0
  
South East Gwent
94.7
96.8
93.9
96.0
97.0
96.0
Somerset
99.9
99.8
99.6
99.4
99.6
99.1


  Minimum Standard for Evidence Gathering in Basic Model and Call Centre Variants is 90 per cent.

  The information about evidence gathering above was collected by the ONE pilot areas and this was measured against the minimum standard of a 90 per cent accuracy rate. This standard was put in place specifically to monitor the performance of the ONE pilot areas. There is no equivalent measure of information for control areas, or for the rest of the country. The evidence gathering measure is concerned with the effectiveness of ONE as a `front end' to the benefit claim process. There is no equivalent `front end' in control areas.

However, the ONE evaluation has looked at the impact of ONE on the number of (IS, IB and JSA) benefit claims, for which Benefits Agency processing staff need to contact the client to obtain further information to support the claim. This analysis was based on fairly small samples of claims, taken from four of the twelve pilot areas, during Winter 2000/01, so the results are of limited precision. However, the following results do provide some evidence that ONE has led to a reduction in the amount of further client contact, for both IS and IB claims:

    For IS claims, the proportion of claims requiring further client contact varied between 50 and 65%, in the sampled ONE pilot areas, compared with a national baseline of 85%.

    For IB claims, the proportion of claims requiring further client contact varied between 15 and 45%, in the sampled ONE pilot areas, compared with a national baseline of 50%.

    This improvement is likely to be due to the claim checking that is carried out by benefit experts in ONE areas.

    There is no evidence that ONE affected the amount of further client contact required for JSA claims.

    There are no data held centrally for evidence gathering in PVS Pilots for the above period.

  Evidence Gathering is an ORIF measures for PVS pilots. Each partner will have again negotiated with Commercial Policy Division and agreed an appropriate level. The measure is commercial in confidence. Information on the outcomes is held from October 2001 as detailed in the table:

Evidence Gathering October 2001-January 2002

PVS
Oct-01
Nov
Dec
Jan-02
Leeds
83%
85%
85%
84%
North Cheshire
91%
90%
96%
89%
North Notts
97%
96%
96%
95%
Suffolk
95%
94%
95%
95%




  Initial Contact

  The significant difference between Jobcentre Plus Initial Contact (via the Contact Centre) and ONE Call Centre Variant Start-Up is in respect of claim form completion. The Jobcentre Plus Contact Centres are not completing electronic claim forms, they simply gather enough information to establish which benefit(s) the customer is likely to be entitled to and issue the regular claim forms in the post, along with an evidence checklist. If the customer is unable to complete the claim form(s) they will get assistance in the Jobcentre Plus office when they attend their pre-arranged meeting with the Financial Assessor.

  The intention is to introduce electronic claim forms into the Jobcentre Plus Contact Centres when CMS is introduced during the next phase of roll-out (from Autumn this year). The 15 minute allowance for Initial Contact will be reviewed in light of the change in the business process.



 
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Prepared 20 March 2002