DWP Central Freedom of Information Team

e-mail: [DWP request email]

27 May 2009

Dear Mr Travers,

Freedom of Information Request -858

I am writing in response to your request for information regarding online applications for Jobseeker's Allowance which you requested on 12 May.

Firstly, I think it may be helpful to provide some background about the application process for online claims to add context to the response below.

On the Jobcentre Plus website a customer can register their intention to make a claim to benefit. Once they have registered, they can complete the first part of their claim form online. Once the form is submitted it is sent electronically to a central point and distributed to a Jobcentre Plus Contact Centre dealing with online claims. A Customer Service Agent then inputs the information provided onto a computer system and arranges for the customer to be called back within two working days.

In response to your question:

“How many persons were never contacted by Jobcentre Plus in relation to their online applications for Jobseeker's Allowance in 2008?”

Jobcentre Plus endeavours to contact every customer who makes an online application. In 2008, 324,261 online applications to benefit were received, comprising claims for Jobseeker's Allowance, Income Support, Incapacity Benefit and Employment and Support Allowance.

There are, however, several reasons why Jobcentre Plus may not be able to get in touch with a customer. Initially, a customer may fail to submit their online application correctly which means the electronic transfer does not take place and Jobcentre Plus would be unaware of the customer's application.

There are also occasions where a customer has submitted an incomplete application containing an incorrect telephone number or a number with digits missing. In these cases, a letter is issued with a freephone contact number for the customer to ring and continue their application.

Finally, where a customer does not respond to the telephone calls made, a letter is again issued with a freephone contact number for the customer to ring and continue their application.

Jobcentre Plus does not gather any statistics on the numbers of applications in these categories.

If you are not satisfied with my handling of your request please tell me why within two calendar months of the date of this letter. I will then arrange for someone to conduct an internal review of your request and my handling/decision. The review will be conducted by another officer, usually of a more senior grade to myself. This person will have taken no part in my original decision. You will be advised of their decision in writing.

If you are still not satisfied after we have looked at your request again, you can then ask the Information Commissioner to look into the way your request has been handled. The Commissioner is an independent officer who is appointed by Her Majesty the Queen and reports directly to Parliament. The Commissioner can see all the papers about your request and decide whether my decision is fair and meets the requirements of the Freedom of Information Act.

The Commissioner can be contacted at:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Fax: 01625 524 510

e-mail: http://www.informationcommissioner.gov.uk

If you have any queries about this letter, please contact me. Please remember to quote the reference number above in any future communications.

Yours sincerely

DWP Central FoI Team