New call centre system for contacting DWP - problems already?

I now realise that we are very lucky because we have been supplied with a comprehensive list of direct line numbers and fax numbers for all the JC offices in Yorks and the Humber as part of our Partnership Protocol.  Some of the numbers are wrong, but I am usually able to speak to someone who knows about, or can look into the case, straight away.  It helps that we only use the numbers when absolutely necessary but it does save all parties a lot of time and unneccessary work.  If it can work here I dont’ see why it can’t work elsewhere.  Implicit consent can still be a problem, but this has also reduced significantly because I can speak to the Appeals people, who hold the consent, direct.