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
1
Employers – Updated Lines to Take for
Information
ED and Helpdesk staff
2
Employer complaints about UJ and
Information
DWP
3
User Access Form Completion
Information
4
Android Application for Mobile Phones
Information
5
Management Information Reporting
Information
Tool Issues
6
Contact Us – Lines to Take for ED, JD
Information
& DWP Staff
7
Contact Us for DWP staff
Information
8
Terms & Conditions
Information
9
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.
OPD Change Team
Contact
Team Project Lead
Enter 1st Lead Name
Enter 2nd Lead name
Us
Telephone