PCS in negotiations with UC management over workload - particularly phone calls

PCS are asking for -

- 5,000 additional staff across Universal Credit Service Centres
- Limits to the number of telephone calls each agent should take per day
- An agreement limiting the role of national telephony and embedding the case management (i.e. “Service Centre”) model.
- Stronger – effective – consultation arrangements governing workloads, work moves, work processes, the design and grading of job roles.
- Binding restrictions on how Management Information is used in respect of any job that is telephony-based.
- Managed Migration to be delayed pending full consultation with, and agreement of, the departmental trade unions
- An end to outsourcing in Universal Credit.

Bargaining and campaigning in universal credit

A update on staffing issues for UC staff from the PCS.

DWP appear to have cut time for ‘after call work’ for telephony staff from 15 minute to 8 minutes. Apparently managers -

believe staff have been artificially creating a break by simply staying in After Call Work rather than switching back to ready.