A rather surprising and accurate article in the Mail, describing A4E offices I have had friends work at, and friends attend.
The only people who didn’t know this were our political class, left and right. The ONE pilot which led to the creation of Jobcentre plus paved the way for this. Customers were ‘nudged’ to phones, while trained advisors were told not to answer their questions. Over a period of about a decade, DWP staff were deskilled for anything but punishment. Approaching the election, fully aware that whoever got into power companies like A4E were the future for them. Universal Credit is to be digital by default. ‘Customers’ are to be ‘nudged’ to use the website instead of calling, as teh expectation of help from the DWP disappears. A4E, and firms like them were expected to absorb responsibility for ‘helping’.