This is an HTML version of an attachment to the Freedom of Information request 'Universal Jobmatch ‘implementation updates’'.


VERSION NUMBER:     Author to insert version number here, include in document name when saved. 
 
Change Implementation 
 
 
Implementation Update 
Project Name: 
Universal Jobmatch  
Reference: .                                      . 
Date: 23 November 2012 
Business:  Author to tick () each part of the business affected by the change. 
Pensions Benefits  Work 
Contracted 
Contact 
Operational 
Services 
Customer 
Centre 
Excellence 
Services 
Services 
 
 
 
 
 
 
Audience: Work Service Directorate  
  Work Service Directorate staff 
 
To: 
WSD UJ SPOCs 
From: 
.                                                       . 
Cc:  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 Update 
For 
action/information 

Employers – Updated Lines to Take for 
Information 
ED and Helpdesk staff 

Employer complaints about UJ and 
Information  
DWP  

User Access Form Completion 
Information 

Android Application for Mobile Phones 
Information  

Management Information Reporting 
Information 
Tool Issues 

Contact Us – Lines to Take for ED, JD 
Information 
& DWP Staff 

Contact Us for DWP staff 
Information 

Terms & Conditions 
Information 

Acceptance of Cookies 
Information 
 
 
 
Personal details redacted as Section 40 (2) of the Freedom of 
Information Act applies – Personal Information 
 
 
Update 
 

1.  Employers – Updated Lines to Take 
 
  
2.  Employer complaints about UJ and DWP – CCS agents or JC staff 
who receive complaints regarding the UJ service and/or DWP should 
follow the guidance below: 

 
Guidance Removed – Updated see Imp Memo UJ 027 
 
 
3.  User Access Form Completion - Incorrect e-mail addresses are 
being entered into the 'Manager's E-mail' field in 'Section 2' of the 'UJ 
User Access Form Completion Guidance'. 
 
Staff must ensure that the e-mail address entered is exactly what is 
shown in the 'E-mail' field within the manager's 'Outlook Properties'. 
Particular attention is to be taken not to include any spaces, 
punctuation or spelling errors that result in a mismatch between the 
completed form and the e-mail address held in 'Outlook - GAL'. 
 
Any such errors are creating additional work and investigation for 
Helpdesk colleagues, which in turn will lead to back logs and delays in 
processing user access requests. 
 
If the staff member's manager is not have a UJ account themselves, 
the 'Section 2' of the 'User Access Form' must be completed as follows: 
 
Manager's Staff Number:     00000000 (8 zeros) 
 
Manager's E-mail Address    xxxxxxxxxxxxxxxxx@xxx.xxx.xxx.xx 
 
The 'UJ User Access Form Completion Guidance' will be reviewed 
shortly and any required amendments will be made. 
 
4. Android Application for Mobile Phones – The UJ Jobsearch mobile 
app has been taken down. We will inform you as soon as the app is 
available. A message will appear if anyone tries to access it. 
 
5.  Management Information Reporting Tool Issues – Due to the 
queries being raised regarding the UJ Management Information (MI), 
UJ MI master classes will be organised over the next couple of weeks. 
The location of the master classes will be Sheffield and further details 
will be cascaded when they are available. 
 
6.  Contact Us – Lines to Take for ED, JD & DWP Staff when engaging 
with employers and jobseekers; 
 
 Customer 
Question: I raised a question / issue / fault using the 
online 'Contact Us', but I have not received a response? 
Answer: Helpdesk have 24 hours to provide a response - When 
did you raise the issue? 
 
If less than 24 hours ago - please await their response and then 
provide them with information on what to do should they not receive the 
response after the 24 hours has elapsed (below). 
 
If more than 24 hours - please use the 'Contact Us' facility and 
request an update, remembering to quote the incident number from the 
confirmation message of the original incident. 
 
  Customer Question: I cannot do……… / How do I?.............. / 
This isn't working? 

Answer: Have you raised this using the online 'Contact Us' 
function? 
 
If they have: Helpdesk have 24 hours to provide a response - When 
did you raise the issue? 
 
If less than 24 hours ago - please await their response and then 
provide them with information on what to do should they not receive the 
response after the 24 hours has elapsed (below). 
 
If more than 24 hours - please use the 'Contact Us' facility and 
request an update, remembering to quote the incident number from the 
confirmation message of the original incident. 
 
If they have not raised this using the online 'Contact Us' -
 Please 
use the 'Contact Us' button within the UJ service and describe your 
problem to our helpdesk. They will provide you with a response within 
24 hours. If you have not received a response after 24 hours, you 
should use the 'Contact Us' facility and request an update, 
remembering to quote the incident number from the confirmation 
message of the original incident. 
The message to employers and jobseekers is being amended to state 
that there is a 24 hour response time. 
 
7.  Contact Us for DWP staff - Staff are reminded that it is extremely 
important that they raise all issues through the correct 'Contact Us' 
process which is available within the UJ system for employers and 
jobseekers and through UJ Intranet site using the 'Guidance, Products 
and forms' link on the right-hand side of the page for DWP staff. 
 
This will allow the project and their suppliers to fully understand what 
the problems are, the scale of them and the impact that they are have 
on our operations and customers. Please understand that this will 
enable the project to make informed decisions on what needs to be 
'fixed' and what priority it needs to be given. 
 
There have been a large number of issues raised within the first week 
of live running and the Helpdesk agents have understandably been 
under a lot of pressure to process all of them. However, please be 
aware that the issues that you have already raised via the 'Contact us' 
process have resulted in some of the fixes which we informed you 
about in yesterday's update. 
 
Staff should ensure that they include the following in the free text space 
when they complete a form: 
 
  Accurate description of the issue and at what point in the 
process it occurs 
 
For employer related issues we need specific information to identify the 
account: 
  Employer name 
  Universal Jobmatch Reference number 
  Postcode 
  Email address registered with gateway 
 

For jobseeker related issues we need specific information to identify 
the account: 
  Name 
  Email addresses 
  Universal Jobmatch ID 
  Phone number 
 
8.  Terms & Conditions - a new version is being introduced as an 
incorrect clause within the Terms and Conditions has been identified.  
The attachment gives details of the fix. 
 
Removed as guidance revised see CCS memo UJ 027 
 
 
9.  Acceptance of Cookies - If you are asked to provide more information 
about cookies you will need to explain that a full explanation of the 
cookies and how they are used can be viewed on the UJ homepage by 
selecting the Accept Cookies link (you should also explain that they do 
not need to accept cookies to do this).  They will then be able to make 
an informed decision about whether or not they wish to accept cookies 
or not on their own personal computers. 
 
If the claimant is viewing the cookie information from a shared PC (e.g. 
IADs) and the link does not appear at the top of the UJ Homepage it 
means that the PC has already been configured to accept the cookies.  
If this is the case the claimant will need to select the 'cookies' link from 
the bottom of the page to view this information. 
 
 
 
 
 
 
 
 
 
 
 
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