1. Claire McGuckin DWP Work Services Director
The Journey for working age customers July 2012

2. Jobcentre Plus Customers
JSA
1,486,873 IS
1,409,870
ESA
1,087,489 IB
1,419,821
Vacancies
(Monthly)
356,104
New Claims
(Average month)
297,451
Off flow
287,937

3. JSA Customer Journey
John
JSA Customer

4. Benefit Delivery Centre
JSA Online or
Contact Centre or
Diagnostic interview & Financial Assessor Appointments
Benefit Delivery Centre
Face-to-face

5. Jobcentre Plus Operating Model
2011+

6. Freedom & Flexibilities
Customer focussed. Getting a customer off benefit and into work
Performance Agreement
Bespoke Customer Journeys
Partner / Provider engagement
Digital Channels
Flexible Support Fund
Creativity & Innovation

7. DIGITAL JSA Online Benefits Adviser (online) Twitter Texting
Universal Job Match
Scanning

8. Flexible Support Fund (FSF)
Barriers to work
Support Contract
Get Britain Working
Procurement

9. Enhancements & Additions to the journey
Skills Conditionality
European Social Fund (ESF)
Disability Programmes
Early Entry to Work Programme
Conditionality & Sanctions
Mandatory Work Activity (MWA)

10. Other Customer Journeys
ESA / IB Customers
Income Support Customers
Social Fund Customers
National Insurance No. Applications

11. QUESTIONS