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Jobcentre Plus advisers hampered by poor IT systems

Personal job advisers at Jobcentre Plus are being hampered by poor IT systems, said the parliamentary public accounts committee (PAC).

Edward Leigh MP, chairman of the PAC, said, "It is up to Jobcentre Plus to give advisers the kind of working environment and support facilities - including an IT system that makes life easier not harder - to enable them to increase their face-to-face time with customers."

The PAC has published a report on the Department for Work and Pensions agency into the effectiveness of job advisers, how customers are helped to meet their responsibilities in finding work, and improving the customer experience.

The PAC found that call centre errors and benefit payment delays add time-consuming and unwelcome tasks to job adviser workloads. It also said that IT systems "can be slow and cumbersome" and that some parts "do not have basic functionality that would be expected in a modern office".





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