First payment of state pension not received

xylophone

This means that staff are diverted to phones when they should be dealing with "back office" work. And don't forget that those staff are paid less and aren't as well trained as they used to be. All part of the "efficiency savings" that we have seen since 2010. At the end of the day it might well be what you voted for.     

It wasn't what I voted for.

And I'm afraid that your response smacks of "Let's blame the customer/client/patient for our own lack of efficiency/competence/training", an attitude all too often seen before the covid shambles and exacerbated afterwards.

german_keeper

xylophone said:

This means that staff are diverted to phones when they should be dealing with "back office" work. And don't forget that those staff are paid less and aren't as well trained as they used to be. All part of the "efficiency savings" that we have seen since 2010. At the end of the day it might well be what you voted for.     

It wasn't what I voted for.

And I'm afraid that your response smacks of "Let's blame the customer/client/patient for our own lack of efficiency/competence/training", an attitude all too often seen before the covid shambles and exacerbated afterwards.

I don't think my response smacks of that at all but each to their own, you've obviously got some strong opinion on the matter.. 

Thrugelmir

xylophone said:

This means that staff are diverted to phones when they should be dealing with "back office" work. And don't forget that those staff are paid less and aren't as well trained as they used to be. All part of the "efficiency savings" that we have seen since 2010. At the end of the day it might well be what you voted for.     

It wasn't what I voted for.

And I'm afraid that your response smacks of "Let's blame the customer/client/patient for our own lack of efficiency/competence/training", an attitude all too often seen before the covid shambles and exacerbated afterwards.

Blame game helps no one. Everybody needs to play their part. I certainly wouldn't wish to be a passenger on the Titantic with the broad sentiment and culture that prevails these days. 

xylophone

I don't think my response smacks of that at all 

"Low value calls" ? 

Which being interpreted means those  matters which  concern the poor lowly member of the public   but are quite trivial as far as  civil servants are concerned?

To my mind this shows disdain and complacency almost beyond belief and goes a long way to explaining the treatment that  these posters (tip of the iceberg?) have received.

https://forums.moneysavingexpert.com/discussion/comment/78537125/#Comment_78537125

german_keeper

xylophone said:

I don't think my response smacks of that at all 

"Low value calls" ? 

Which being interpreted means those  matters which  concern the poor lowly member of the public   but are quite trivial as far as  civil servants are concerned?

To my mind this shows disdain and complacency almost beyond belief and goes a long way to explaining the treatment that  these posters (tip of the iceberg?) have received.

https://forums.moneysavingexpert.com/discussion/comment/78537125/#Comment_78537125

Just a phrase I have heard used, when the data is analysed to try and improve performance. Again, I don't read into it anything like you do.

It seems clear there are problems at the moment within DWP but I have no idea what the reasons are. I would be quite confident however that it isn't "disdain and complacency" at least not from those whose job it is to process pension claims. The vast majority of civil servants I have met work hard to provide the best service they can.

xylophone

The vast majority of civil servants I have met work hard to provide the best service they can.

Yes, but there is the matter of "corporate" ethos and how far it influences those who provide a public service.

I fear that I am getting the impression  that members of the public endeavouring to access such services (whether financial or even medical) are increasingly being treated as petitioners rather than  citizens who have a right  to their provision.

NedS

german_keeper said:

xylophone said:

I don't think my response smacks of that at all 

"Low value calls" ? 

Which being interpreted means those  matters which  concern the poor lowly member of the public   but are quite trivial as far as  civil servants are concerned?

To my mind this shows disdain and complacency almost beyond belief and goes a long way to explaining the treatment that  these posters (tip of the iceberg?) have received.

https://forums.moneysavingexpert.com/discussion/comment/78537125/#Comment_78537125

Just a phrase I have heard used, when the data is analysed to try and improve performance. Again, I don't read into it anything like you do.

If I may offer a real world example. DWP receives a large number of queries from customers each December asking when they will receive their Christmas bonus as they've seen mention of it on social media. The vast majority would not be entitled to a Christmas bonus, but all those queries must be answered. There is not much value in a civil servant spending all day telling customers they do not qualify for a Christmas bonus. By "value", I mean helping DWP achieve it's stated goals and objectives.

xylophone

By "value", I mean helping DWP achieve it's stated goals and objectives.

https://www.gov.uk/government/organisations/department-for-work-pensions/about#:~:text=encouraging people to work and,levels of fraud and error

Our priorities are to:

• run an effective welfare system that enables people to achieve financial independence by providing assistance and guidance into employment
• increase saving for, and security in, later life
• create a fair and affordable welfare system which improves the life chances of children
• deliver outstanding services to our customers and claimants

If I may offer a real world example. DWP receives a large number of queries from customers each December asking when they will receive their Christmas bonus as they've seen mention of it on social media. 

I am somewhat surprised that vast numbers of people make an enquiry about this but  answering queries is part of the job and part of the service.

And it seems to me that the people who have not only  failed to receive their state pensions but also cannot get any explanation as to why, might be raising their eyebrows when they read the statement concerning "outstanding service".

TBC15

Outstanding ………… not yet paid, resolved, or dealt with.

xylophone

Outstanding ………… not yet paid, resolved, or dealt with.

Write to your MP.