By Will Horwitz
Matthew Taylor at the RSA has proposed an incentive (£30 online shopping voucher) to encourage people to claim for Jobseekers Allowance online. In many ways it seems sensible for many of those on JSA who are happy on the internet. However, our practical experience working with unemployed people suggests there will be a substantial number for whom it just isn’t appropriate, and should not be used as a substitute for the good-quality individual support that can really make a difference to people’s lives.
A couple of years ago we discovered that 70% of forms submitted to our local Jobcentre were being filled in wrongly and rejected. It took up a lot of staff time and meant delays of 6-8 weeks before people started receiving their benefits. People were struggling to fill in the forms correctly because they spoke English as a second language, or struggled with literacy. A simple solution – installing volunteers in the Jobcentre to help people fill in the forms – reduced the rejection rate from 70% to 1%, and waiting times from 8 weeks to 3 days. We calculated it saved over a year of staff time, and the Jobcentre became one of the best performing in the country.
You’d have to be careful that an online system didn’t end up costing more, in the extra staff time needed to chase up incorrectly submitted forms. Certainly have it for those who are comfortable with it, but don’t forget about all those for whom it’s just not appropriate.
I suspect it’s a recipe for disaster though I can see how attractive the idea might look initially.
[...] Applying for JSA online – would it work? [...]
Will,
Agreed: see my longer response on Matthew’s blog