Jobseeker's Allowance Appeals (Hansard, 17 December 2003)

§ Mr. Browne

The administration of Jobcentre Plus is a matter for the Chief Executive of Jobcentre Plus, David Anderson. He will write to the hon. Member.

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Letter from David Anderson to Dr. Jones, dated 17 December 2003: As Jobcentre Plus is an Executive Agency, the Secretary of State has asked me to reply direct to your question on what plans he has to centralise (a) Jobseekers Allowance and (b) Labour Market Appeals; and what the implications of the plans are for (i) appellants and (ii) staff. This is something that falls within the responsibilities delegated to me as Chief Executive of the Agency. Jobcentre Plus was formed in 2002 from the Working Age elements of the former Benefits Agency and the Employment Service. Since that time, the organisation has undergone an unprecedented rollout programme, bringing together both parts of the formerly separate operations. An internal review recommended that appeals would be delivered more efficiently through teams of appeals staff covering all Jobcentre Plus benefits, and also for appeals teams to be organised on a district basis and accountable to the District Manager. This work is now underway and is being led by the Deputy field Director of East of England, supported by district, regional and national tiers throughout Jobcentre Plus. Improvements to Jobcentre Plus decision making and appeals processes are to be further supplemented following recommendations from the recent National Audit Office report "Getting It Right, Putting It Right-Improving Decision Making and Appeals In Social Security Benefits". It was their view that the centralisation of appeals work, reconsiderations and complex decision making, would achieve financial savings for the organisation and lead to improved standards, better communications and better customer service. Pressures on staff to achieve demanding targets will be relieved as more resource is freed when these plans are implemented. Centralisation and a more defined management, training apd communications structure will also lead to improved skills of and support to those staff employed to process complex decisions, handle reconsiderations and write appeals. This will provide a better service for Jobcentre Plus customers. I hope this is helpful.