Thu 25-Aug-05 09:49 AM by shawn
The National Audit Office (NAO), who scrutinises public spending on behalf of Parliament, is currently conducting a value for money study of contact centres in the Department for Work and Pensions, and would welcome input from welfare rights advisers.
Over recent years, the DWP has increased the number of contact centres - set up to handle a range of contacts with claimants via a variety of contact channels, such as telephone, post, email, and fax - and is now one of the most significant users of contact centres in the country. The increasing use of contact centres to interact with claimants is aimed at improving cost-effectiveness as well as accessibility, choice and quality of service.
The NAO study will look at whether the DWP's contact centres are -
- providing services which can be easily accessed?
- providing high quality services?
- managed effectively to provide cost-effective services?
- supporting the DWP in delivering its business objectives?
Your comments are invited, by e-mail to mailto:leon.bardot@nao.gsi.gov.uk by 16 September 2005.
For more information see http://www.nao.org.uk/publications/workinprogress/contact_centres_dwp.htm
See also today's rightsnet news story Do DWP contact centres provide value for money? - National Audit Office seeks advisers\' views
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