David Mackintosh – 2016 Parliamentary Question to the Department for Work and Pensions

The below Parliamentary question was asked by David Mackintosh on 2016-05-18.

To ask the Secretary of State for Work and Pensions, what steps he has taken to ensure that the quality of service is consistent at jobcentres around the country.

Priti Patel

There are comprehensive operational instructions available that all Jobcentres are expected to adhere to. This is monitored through internal checking to ensure processes and the quality of our interaction with claimants meets the required standard. Alongside the checking of results, other sources of data, such as DWP Customer Survey and complaints data, are exploited to ensure services meet the required standard. Continuous improvement is a key factor in our approach and examples include providing coaching/training, improving operations instructions and making better use of technology.