In and Out of Work processes
- Background
- Evaluation of the Pilots
- National Roll Out
- Funding for local authorities
- Regulation changes
- Detailed guidance
- Desk aides, forms and leaflets
Background
The In and Out of Work processes have been piloted in six local authority (LA) areas since September 2007. The pilots focused on testing new processes to improve the service to customers who move in and out of work and who have to deal with:
- Jobcentre Plus for their out of work benefits
- Her Majesty’s Revenue and Customs (HMRC) for Tax Credits
- LAs for Housing and Council Tax Benefits.
The pilots provided a single point of contact for customers, with information gathered by Jobcentre Plus for all these benefits and shared securely across the organisations. This streamlined approach enabled quicker, simultaneous payments to customers giving them greater confidence to take up work, particularly offers of short-term employment.
The new processes have been developed by staff from all three organisations with customer input.
Evaluation of the pilots
The initial evaluation of the new processes took place between September 2007 and March 2008. It took the form of both processing data and customer and staff surveys. The results from this evaluation confirm that:
- the customer experience has been significantly improved
- customers are receiving payments more quickly
- there is increased confidence to take up short-term work
- there is clear evidence that the joined-up transformational Government approach between Jobcentre Plus, HMRC and LAs has played a significant part in the increased focus on the customer.
Research with staff has also shown that they have largely bought into the aims of the pilot with most believing that it was delivering better customer service. End to end clearance times for Jobseekers Allowance (JSA), Housing Benefit/Council Tax Benefit have improved by up to 15 per cent on average.
National roll out
Ministers announced the national implementation of the in and out of work processes in October. The original pilot areas (Liverpool, Lambeth, West Somerset, West Lothian, Merthyr Tydfil and Sedgemoor) have been joined during the first phase of rollout in December 2008 by:
- Scottish Borders
- West Dunbartonshire
- Clackmannanshire
- Inverclyde
- St Helens
- North East Derbyshire
- Kings Lynn and West Norfolk
- Guildford
- Plymouth
- Caerphilly.
A further 34 local authorities are planning to go live between January and March 2009 as soon as they have a live Government Connect Secure eXtranet (GCSx) connection.
As the In and Out of Work processes are dependent on local authorities having GCSx we will continue a phased roll out throughout 2009. Regional Implementation Managers have been appointed by Jobcentre Plus and they are contacting local authorities in their areas to discuss the rollout schedule.
Funding for local authorities
Additional administration subsidy of £3 million is available to help support local authorities with implementation, liaison with Jobcentre Plus and monitoring compliance with the new processes. Distribution of this funding is based on the administration subsidy formula but with a £4,000 de-minimus. Further details are included in HB/CTB Circular A26/2008.
Regulation changes
To support the In and Out of Work processes, changes have been made to the 2006 HB/CTB regulations. The changes come into force on 22 December 2008. A summary of the changes can be found in circular HB/CTB Circular A26/2008.
Detailed guidance
Detailed guidance on the new processes and how they affect LAs can be found in circular HB/CTB Circular A26/2008.
Desk-aides, forms and leaflets
Below are some of the products that have been designed for the In and Out of Work processes.
Out of Work
Housing and Council Tax Benefit Evidence checklist (33KB)  |
Form issued by Jobcentre Plus to customer and LA to confirm what evidence has been seen and what is outstanding |
| Housing and Council Tax Benefit evidence checklist leaflet (38KB) |
Form issued to customer to explain what is accepted as evidence |
| Landlord Declaration Form (53KB) |
Issued to customer where no tenancy or rental agreement is available |
| Tenancy Awareness Desk-aide (44KB) |
Desk-aide for Jobcentre Plus staff |
Into Work
| Into work leaflet (40KB) |
Issued to customer by Jobcentre Plus explaining the new processes and the benefits of them |
| Form IWK4 (33KB) |
Proforma sent electronically to local authorities alerting them that the customer has started work |
| Into work script (70KB) |
Script followed by Jobcentre Plus staff when completing the into work process |