IT problems torment Jobcentre Plus staff

Benefits payments are being delayed by a new Jobcentre Plus (JC+) computer system that users say is badly designed and suffering serious teething problems.

In one region using the second-generation Customer Management System (CMS2), applications for crisis loans have doubled as claimants struggle with financial hardship caused by weeks of hold-ups.

The Department for Work and Pensions (DWP) says the issues are to do with use of the system rather than the software itself.

But staff at every point in the process – from call centres to back-office processing – have told Computing of problems and delays, citing inflexibility, inadequate training and the failure of automatic data transfers.

‘It is better for us when CMS2 is down and the customer comes in with the old paper claim form,’ said one frontline staff member.

‘In theory the system is good but it has been designed by people who don’t understand the job. We knew there would be teething problems but this is horrendous.’

Social Fund departments are reporting a considerable knock-on effect.

‘Applications for crisis loans have gone up dramatically. The figures have doubled because people need something to survive on,’ said a source in one CMS2-enabled region.

Local authority housing benefit claims are also being hit.

‘CMS2 builds in a delay and is potentially putting needy customers at further risk,’ said Nick Rowe, assistant head of revenues and benefits at the London Borough of Hounslow.

MP Tony Wright, whose Great Yarmouth constituency has gone live with CMS2, says he intends to discuss the problems with Work and Pensions Secretary David Blunkett.

‘There’s a crisis waiting to happen and I hope the government will learn from our experience and not roll this out across the country,’ he said.

A spokeswoman for DWP said: ‘The effectiveness of CMS depends on the appropriate application of the processes by its users. To support this we have developed advice and guidance aimed at all affected staff.’

CMS2 is live at more than 100 sites and national rollout is due to be completed next year. Supplier EDS says it has met its service level agreement.