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Call centres 'let down millions' Call centres 'let down millions'
(4 days later)
Millions of benefit claimants are being let down by Department of Work and Pensions call centres, MPs have said.Millions of benefit claimants are being let down by Department of Work and Pensions call centres, MPs have said.
The public accounts committee found 21 million helpline calls went unanswered in 2004-05 - 44% of the calls made.The public accounts committee found 21 million helpline calls went unanswered in 2004-05 - 44% of the calls made.
The DWP has shut down hundreds of its local offices and replaced them with 62 telephone centres, as part of efforts to save £375m.The DWP has shut down hundreds of its local offices and replaced them with 62 telephone centres, as part of efforts to save £375m.
But the service was "unresponsive, overcomplicated and unreliable", the committee said.But the service was "unresponsive, overcomplicated and unreliable", the committee said.
'Simplify numbers''Simplify numbers'
It noted that a telephone service was not convenient for all of the department's 28 million clients.It noted that a telephone service was not convenient for all of the department's 28 million clients.
The committee also criticised the DWP's refusal to offer disabled people face-to-face interviews in their own homes, as it does for pensioners.The committee also criticised the DWP's refusal to offer disabled people face-to-face interviews in their own homes, as it does for pensioners.
The MPs urged the department to simplify its system, after finding there were at least 55 separate numbers for public inquiries.The MPs urged the department to simplify its system, after finding there were at least 55 separate numbers for public inquiries.
In many cases, people who rang the wrong number could not be transferred to the correct operator.In many cases, people who rang the wrong number could not be transferred to the correct operator.
The DWP's contact centres between them answered 33 million calls and made seven million outgoing calls in 2004-05, the latest year for which figures are available.The DWP's contact centres between them answered 33 million calls and made seven million outgoing calls in 2004-05, the latest year for which figures are available.
They also handled 300,000 e-mails, 300,000 faxes and four million letters, at a cost of £190m.They also handled 300,000 e-mails, 300,000 faxes and four million letters, at a cost of £190m.
'Hanging on the phone''Hanging on the phone'
Services had shown signs of improvement for 2005-06 but more had to be done, the committee found.Services had shown signs of improvement for 2005-06 but more had to be done, the committee found.
Its chairman, Conservative Edward Leigh, said: "The people left hanging on the phone would no doubt have met with derisive laughter the claim by the DWP that it was modernising the delivery of welfare benefits.Its chairman, Conservative Edward Leigh, said: "The people left hanging on the phone would no doubt have met with derisive laughter the claim by the DWP that it was modernising the delivery of welfare benefits.
"It is essential that recent improvements in the proportion of calls answered must be sustained.""It is essential that recent improvements in the proportion of calls answered must be sustained."
The committee's report - DWP: Delivering Effective Services Through Contact Centres - urges the department to ensure helpline operators make clear how much calls will cost.The committee's report - DWP: Delivering Effective Services Through Contact Centres - urges the department to ensure helpline operators make clear how much calls will cost.
A spokesman for the DWP said the service had "massively improved" since the time period examined by the committee.A spokesman for the DWP said the service had "massively improved" since the time period examined by the committee.
He said: "The problems to which the committee drew attention largely affected one centre - the Disability and Carers helpline - and happened two years ago.He said: "The problems to which the committee drew attention largely affected one centre - the Disability and Carers helpline - and happened two years ago.
"So far this year that helpline has answered over 2.3 million calls and less than 1% of callers have failed to get through."So far this year that helpline has answered over 2.3 million calls and less than 1% of callers have failed to get through.
"And across the whole department this year we have taken 22 million phone calls and answered well over 90% of them very quickly. Just 0.3% of callers got the engaged tone.""And across the whole department this year we have taken 22 million phone calls and answered well over 90% of them very quickly. Just 0.3% of callers got the engaged tone."
Shadow Work and Pensions Secretary Philip Hammond called the findings "shocking".Shadow Work and Pensions Secretary Philip Hammond called the findings "shocking".
"The DWP has suffered a chronic lack of political leadership. It is hardly surprising that the public were let down by this department when there were no fewer than three different secretaries of state during the period in question.""The DWP has suffered a chronic lack of political leadership. It is hardly surprising that the public were let down by this department when there were no fewer than three different secretaries of state during the period in question."