Editing Jobcentre Plus (section)

== Changes to the service ==
Between 2012 and 2018, jobsearch facilities were available to anyone via the [[Universal Jobmatch]] website. This became the UK's most visited recruitment website with over a million visitors each week. Jobcentre Plus also offered services to employers and employment agencies, who can register their vacancies online through the online service or by calling Employer Direct. Vacancies are available immediately online.

Alongside these changes, Jobcentre Plus has also changed the way in which claims to benefits are processed.  In the past, claimants contacted their local benefits office, were asked to manually complete the appropriate forms, and then booked an interview with an adviser in order to discuss work related issues (as appropriate) and submit the benefits claim for processing.  The new system instead asks individuals to call a Jobcentre Plus [[call centre]], where claim details are taken over the phone and entered directly to the computer system by the call agent. From summer 2012 new claimants with Internet access are strongly encouraged to make their claim online, and interview details were then sent to the claimant by text message.  Customers are then asked to attend an interview at their local jobcentre to discuss work issues with an adviser, and finalise their claim, provide relevant signatures and proof of ID and address.

The processing of benefits claims has also changed, so that they are processed at a smaller number of larger Benefit Centres rather than local benefit offices and jobcentres.

During 2003, the DWP commenced the use of Post Office accounts for the payment of benefits, a process fully operational at the beginning of the financial year in 2005.<ref>Select Committee on Trade and Industry [https://publications.parliament.uk/pa/cm200506/cmselect/cmtrdind/1556/155607.htm Ninth Report 4 Post Office Card Account (POCA) 49] {{Webarchive|url=https://web.archive.org/web/20161027185138/http://www.publications.parliament.uk/pa/cm200506/cmselect/cmtrdind/1556/155607.htm |date=27 October 2016 }} Retrieved 2012-06-07</ref> The accounts are licensed and the [[Electronic Benefit Transfer|electronic benefits transfer banking engine]] are provided by the company [[JP Morgan Chase|JP Morgan Europe]].<ref>Post Office [http://www.postoffice.co.uk/counter-services/counter-money-services/pensions-and-benefits/post-office-card-account Benefits and Pensions] {{Webarchive|url=https://web.archive.org/web/20120609100836/http://www.postoffice.co.uk/counter-services/counter-money-services/pensions-and-benefits/post-office-card-account |date=9 June 2012 }} Retrieved 2012-06-07</ref><ref>ICM Research December 2009 - financial services group [https://docs.google.com/viewer?a=v&q=cache:Mdlr2QEelHQJ:www.consumerfocus.org.uk/assets/1/files/2010/02/ICM-report-on-banking-for-low-income-consumers-at-the-PO.pdf+&hl=en&gl=uk&pid=bl&srcid=ADGEEShS9UMSzzP4QCALa9vsY4YpLlVsKsPQNF3lu-OjSn0AWicTkInrZz8atg1WsTaR6604NgGs_v-4d5i3gEMKUiycVPffCeEsvOxDRbk7ZRryIbw5sVmK76h3eapfWPN7v7yHrdRf&sig=AHIEtbS7qOVUj-0hIIb5EShN5V-YkCONnQ Beyond POCA: How to better meet the needs of consumers at the Post Office]Retrieved 2012-06-07 {{Webarchive|url=https://web.archive.org/web/20131117012216/https://docs.google.com/viewer?a=v&q=cache:Mdlr2QEelHQJ:www.consumerfocus.org.uk/assets/1/files/2010/02/ICM-report-on-banking-for-low-income-consumers-at-the-PO.pdf+&hl=en&gl=uk&pid=bl&srcid=ADGEEShS9UMSzzP4QCALa9vsY4YpLlVsKsPQNF3lu-OjSn0AWicTkInrZz8atg1WsTaR6604NgGs_v-4d5i3gEMKUiycVPffCeEsvOxDRbk7ZRryIbw5sVmK76h3eapfWPN7v7yHrdRf&sig=AHIEtbS7qOVUj-0hIIb5EShN5V-YkCONnQ |date=17 November 2013 }}</ref> Prior to these services the banking facility were provided by [[Citibank]].<ref>[http://www.london-gazette.co.uk/issues/57891/notices/631.1 London-Gazette] {{Webarchive|url=https://web.archive.org/web/20130113005026/http://www.london-gazette.co.uk/issues/57891/notices/631.1 |date=13 January 2013 }} Retrieved 2012-06-07</ref> As of 2012, the payment system for benefits is being streamlined, and all payments will now be made into bank, building society or Post Office accounts, and the use of [[Girocheque]]s was phased out by early 2013.<ref>What Do They Know? website [http://www.whatdotheyknow.com/request/discontinuation_of_giro_cheque_p] {{Webarchive|url=https://web.archive.org/web/20140111201233/https://www.whatdotheyknow.com/request/discontinuation_of_giro_cheque_p|date=11 January 2014}} Retrieved 2012-10-26</ref>

In 2012, the DWP announced a "trailblazer" scheme under which all new job seekers on [[Merseyside]] would be required to claim benefits online rather than in person at a Jobcentre Plus branch.<ref name=echo2012>{{cite web|url=http://www.liverpoolecho.co.uk/liverpool-news/local-news/2012/11/09/fears-of-merseyside-job-centre-chaos-over-switch-to-online-job-seekers-claims-only-100252-32196610/|title=Fears of Merseyside job centre chaos over switch to online job seekers claims only|author=Marc Waddington|date=9 November 2012|work=liverpoolecho|access-date=4 March 2016}}</ref> This announcement was met with concern by Liverpool Wavertree MP [[Luciana Berger]]<ref>{{cite web|url=http://www.lucianaberger.com/2012/11/online-jobcentre-move-a-major-concern/|title=Online Jobcentre move a major concern|author=Lucian Berger|date=9 November 2012|work=lucianaberger.com|access-date=4 March 2016|archive-url=https://web.archive.org/web/20140811041847/http://www.lucianaberger.com/2012/11/online-jobcentre-move-a-major-concern/|archive-date=11 August 2014|url-status=live|df=dmy-all}}</ref> as well as chiefs at the Public and Commercial Services union and a member of Liverpool Council's cabinet.<ref name=echo2012 /> This was a partial pilot scheme for one part of the new [[Universal Credit]] benefit, which is replacing the income-based [[Jobseeker's Allowance]] and [[Employment Support Allowance]], plus [[Child Tax Credit]], [[Working Tax Credit]], [[Income Support]] and [[Housing Benefit]]. The changeover commenced in October 2013.

The [[Work Programme]] was introduced in 2011, and is mandatory for all jobseekers from nine months onwards.  Unlike the previous New Deal scheme which offered the choices of: training, help in setting up a business, unpaid work placement in a field appropriate to the jobseeker, the work program requires that jobseekers must take unpaid work experience in a discount shop or similar big business retail.{{Citation needed|date=September 2019}}  This has led to much controversy regarding the inflexibility and lack of choices in the scheme.

From 19 October 2012, all claimants applying for Jobseeker's Allowance were expected to look for work online, using the new [[Universal Jobmatch]], an online system accessible from the government portal and powered by [[Monster.com]], either at their local Jobcentre or from their [[home computer]]. Those jobseekers who do not possess the necessary computer skills will be offered [[computer training|IT training]]. Jobseekers are expected to use 30 hours of their own time per week searching for jobs, on top of the mandatory Work Programme, or take part in community service.

On 14 May 2018, the Universal Jobmatch was replaced by the [[Find a Job]] service, accessible via the government portal and powered by [[Adzuna]]. The Universal Jobmatch service closed down on 17 June 2018.