Staff reveal failings of Jobcentre Plus system.

The article reports that the Jobcentre Plus (JC+) customer management system has suffered problems since the rollout of the second-generation version, CMS2, which started at the end of last year. Employees at every link in the chain, including contact centres, local JC+ offices, benefits processing centres and local authorities, say the business process is overly-complex, the IT system badly designed, and employee training inadequate. Staff are stressed and unhappy: absence levels at one CMS2-enabled call centre reached 20 per cent in August, according to figures seen by the journal "Computing."