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Jobcentre staff on strike for 24 hours | Jobcentre staff on strike for 24 hours |
(40 minutes later) | |
Thousands of Jobcentre staff are on strike in a row over working conditions and management targets. | Thousands of Jobcentre staff are on strike in a row over working conditions and management targets. |
Members of the Public and Commercial Services union (PCS) in 37 call centres are taking part in a 24-hour walk-out. | |
The action has affected telephone services for benefit claims, job searches and crisis loans. High Street walk-in Jobcentres are not affected. | |
The Department for Work and Pensions (DWP) said that calls were still being answered despite the action. | |
Rerouting | |
The PCS union said that there were picket lines more than 30 of the call centres. | The PCS union said that there were picket lines more than 30 of the call centres. |
A union representative told the BBC that more than 90% of its members - who comprise around 70% of the workforce - were taking part in the strike. | |
With a staff turnover rate of 40% a year, he said that many workers had never been on strike before. | |
However, the DWP claimed early indications were that some 60% of staff had turned up to work. | |
"We have contingency plans in place," added a spokeswoman for the Department, saying that calls were being rerouted to ensure they were answered. | |
Widening dispute | Widening dispute |
The walk-out follows a two-day strike by union members at seven centres in January. | |
The DWP announced a revamp of its telephone and benefit processing service in October 2009. | The DWP announced a revamp of its telephone and benefit processing service in October 2009. |
The January action started after a decision to convert seven benefit processing offices into "contact centres", with staff re-allocated to taking calls from the public. | The January action started after a decision to convert seven benefit processing offices into "contact centres", with staff re-allocated to taking calls from the public. |
Since then the dispute has broadened to include staff at all 37 contact centres. | Since then the dispute has broadened to include staff at all 37 contact centres. |
In a ballot in March of the union's 7,000 members who work in call centres, 70% of those who took part voted for strike action. The vote had a turnout of 43%. | In a ballot in March of the union's 7,000 members who work in call centres, 70% of those who took part voted for strike action. The vote had a turnout of 43%. |
Although talks continued, they broke down earlier this month, with the PCS accusing management of "little willingness" to resolve their dispute. | |
The union says it wants to end a target-driven culture, particularly by changing the way "unrealistic" average call times are used. | |
"The truth is, staff are monitored every minute of the day," said PCS general secretary Mark Serwotka. | "The truth is, staff are monitored every minute of the day," said PCS general secretary Mark Serwotka. |
"The computer dictates start and finish times and tells them when to go for a break, with staff hauled up if they are 40 seconds late back or go over the time allowed for a call. Toilet breaks are monitored and constantly questioned." | "The computer dictates start and finish times and tells them when to go for a break, with staff hauled up if they are 40 seconds late back or go over the time allowed for a call. Toilet breaks are monitored and constantly questioned." |
The union argued that a key concern was that quality of service was suffering as staff were encouraged to target an average call-time of five minutes. | |
"With unemployment so high, many people are claiming benefits for the first time," said the union representative, explaining that callers often need a lot more time to complete their enquiry. | |
The DWP said it was disappointed at the decision to take industrial action, saying its staff "have good terms of employment including generous holidays, and have a good amount of flexibility". | |
The Department used performance measures "to ensure that performance and productivity are high", it said. | The Department used performance measures "to ensure that performance and productivity are high", it said. |
Do you work at a Jobcentre? Are you participating in the strike? Send us your comments using the form below: | Do you work at a Jobcentre? Are you participating in the strike? Send us your comments using the form below: |