More problems for CMS2

Jobcentre Plus considers suspending IT system to revert to paper forms

Backlogs caused by problems with the Jobcentre Plus (JC+) customer management system (CMS2) are so severe that at least two of the organisation’s 11 regions using it are considering reverting to the old clerical process.

Under CMS2, new benefits applicants ring a regional call centre. An operator calls back to take details for input into the IT system, and books an interview at a local JC+ office.

But delays caused by CMS2 mean that many calls do not get through, and that targets for call-back and follow-up appointments are being missed.

In one CMS2 call centre, only 29 per cent of inbound calls were answered during one week in August, according to figures seen by Computing.

And national figures for the final week in August show that fewer than 10 per cent of call-backs were made within the 24-hour target, and fewer than 20 per cent of interviews were booked in the required four days.

The delays mean that some claimants may be waiting several weeks for their benefits to start (Computing, 11 August and 1 September).

‘This is putting society’s most needy at risk because they just can’t get through,’ said a call centre operator in one underperforming region.

To assess the scale of the problem, JC+ graded the 23 CMS2-enabled contact centres as gold, silver or bronze – with bronze representing unacceptable performance. Only two centres scored gold, while seven were graded as silver and 14 bronze.

Contingency plans for bronze-rated centres are due to be signed off this week.

In at least two regions, managers are proposing to abandon CMS2 and to send out paper forms to clear the backlog.

‘CMS2 still doesn’t deliver the capacity to give proper customer service,’ says a letter sent to staff at a bronze-rated contact centre.

‘Exact process details are awaited but it will be principally clerical, dropping the outbound call element.’

A spokesman for the Department for Work and Pensions said: ‘We know that some customers are experiencing difficulties getting through in some areas, and robust plans are in place to improve performance where it is failing.’