Report critical of DWP IT systems

Poor integration is blamed for problems at call centres

Problems with Department of Work and Pensions (DWP) IT systems are hampering operations at its 62 call centres, according to a Public Accounts Committee report published today.

Poor integration is blamed for problems at centres run by Jobcentre Plus, the Pension Service and the Disability and Carers Service.

‘The department’s different IT systems are not linked up effectively, so customers have to repeat information,’ says the report.

‘In some cases, data held on one system has to be printed out and input again into another.’

Committee chairman Edward Leigh said: ‘The underlying IT system is complex and unreliable.’

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