DWPeople_September_2008:DWPeople_January_2008_edition.

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SEPTEMBER 2008

dwpeople
The right path
Helping customers
into employement
Cash back
Benefit cheats brought
to justice
Life in plastic
This month’s hobby is
child’s play

100 not out

State pensions
celebrate a
century of serving
senior citizens
Your DWP staff magazine
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Contents

04 14
News in Brief Puzzled by pensions
News from across the Are you ready for
Department retirement?

06 16
Pathways to Work Happy 100th birthday
Helping customers into DWP state pension
employment celebrations

07 17
Leading the way Living Doll
How DWP’s leaders are Hobby of the month
making a difference is child’s play

08 18
Straight to the point Back for more
Your welfare questions Leigh Lewis returns
answered to the floor

10 20
Working for wellbeing
How staff at Bolton Letters
Jobcentre Plus are Staff views on everything
staying healthy from history to time travel

11 23
Rhys remembered Busted!
Friends and family take No excuses – Busted!
part in charity run brings fraudsters to justice

12 26
Gaining insight Quizzes
How DWP is working to More chances to win
improve customer service

DWPeople – While every effort is made to ensure the reliability of advertisers, DWP cannot accept any liability. The acceptance of advertisements does not
imply recommendation by DWP. The advertising for DWPeople is managed by Landmark Publishing Services, 2 Windmill Street, London W1T 2HX. Tel: 020
7692 9292. All locations in DWP should receive enough copies of DWPeople to share around.
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
News in Brief
Learn more about Lean
FIND out more about Lean in Lean
Lite, the new e-bulletin.
To read the latest copy visit the DWP
intranet A-Z and select Lean.
Reducing emissions
A NEW report from the Office of
Government Commerce has shown
that DWP is doing well to reduce
carbon emissions.
Read an overview of the report at:
www.ogc.gov.uk/About_ogc_news_
8572
Changes to optional
software requests
OPTIONAL software for desktops or
laptops should now be requested
by completing an OAA30 form.
Access the form at: http://intralink/1/corp
/sites/psd/service_delivery/guidance/fllsgui
dance/forms/dwp_t410531.doc
Resource Management
changes for line managers
THE process on Resource Management
(RM) has changed for line managers
when a member of staff leaves DWP.
Read more about the changes:
http://intralink/home/news/headlines/200
8q3/20080731_employee_leaver.asp
Gearing up for the Olympics
THE Olympic torch has been handed
over to Great Britain – signalling the
start of London’s official preparations
for the 2012 Games.
DWP is now stepping up its plans to
make sure employees and volunteers
are in place to support the Games.
More information is available on
Jobcentre Plus’s Olympics intranet site.
Visit Jobcentre Plus A-Z and select
Olympic Games 2012.
4 | dwpeople | September 2008
10/07/2008 15:20
Making IT
better
RESULTS from the second annual IT
and telephony survey show a varying
picture for staff over the last year.
The survey follows the replacement of
much of DWP’s IT infrastructure over
the past two years. The results show
this has had a positive effect on staff’s
experience of IT – with 74 per cent
saying they think IT provides effective
support for their job.
On the downside, satisfaction with the
performance of some IT applications
used by many staff is still not as high
as it should be.
Letters reward you
THE DWPeople team
want to know what you
think about the
magazine.
Whether it’s a feature
you liked or loathed,
something you’d like to
see in the future or just a
general comment about
anything at all – why not
write in about it?
Someone to watch over you
THE new DWP NightWatchman system
is helping the Department become
more sustainable by automatically
turning off PCs earlier in the evening
at 9.30pm.
Head of Sustainable Development
Richard Fountain said: “This change
to the NightWatchman system will
create vital energy savings.
“However, staff should still make
sure they shut down their PC and
turn off their monitor when they
Page 4
IT Director General Joe Harley says:
“I’d like to thank everyone who
completed the survey. I take your
views seriously and will use them to
target IT and telephony improvements
that will make your jobs easier.”
Find out more about the IT and
telephony survey:
http://intralink/1/corp/sites/psd/centre/h
eadline_news/dwp_t408519.asp
All staff need to do to get
their points heard is email:
letters@dwp.gsi.gov.uk.
As an incentive DWPeople
is offering a £15 Marks &
Spencer voucher for each
month’s star letter.
Let your fingers do the
talking and let us reward you.
leave at the end of the day, as this
is the best way of helping us reduce
energy consumption.”
For any staff working past 9.30pm
the system won’t automatically shut
down while they are working – they
will have the option to tell the
software to shut their computer
down later.
Read more about Sustainable
Development at: http://intralink/1/corp/
sites/finance/ced/sustdev/index.asp
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
One time only
TELL US ONCE is a new cross-
government programme hosted
by DWP.
It looks at the feasibility of customers
being able to inform central and local
Government just once when they
have a change of circumstance such
as birth, bereavement and change
of address.
The programme aims to develop a
service that will fit in with existing
processes and re-use established
infrastructure such as IS/IT systems.
The Tell Us Once team are currently
We could be heroes
A NEW set of awards have been
launched to recognise team and
individual excellence across DWP.
The Excellence Awards are based on
the four departmental values. There
will be individual prizes for ‘Respecting
People’, ‘Making a Difference’ and
‘Looking Outwards’, and a team title
for ‘Achieving the Best’. There will also
be a volunteers category.
Permanent Secretary Leigh Lewis
said: “Everyday members of our
staff provide outstanding services,
advice and support to customers all
Get ready for Older People’s Day
LOOK out for the next issue
of DWPeople, which will
include a special section on
Older People’s Day.
The Department has organised
a series of exciting events to
mark the day on 1 October.
Do you have any news for inclusion
in DWPeople? Email your story
dwpeople@dwp.gsi.gov.uk
10/07/2008 15:20 Page 5
News in Brief
Donate across DWP
running
four pilots
together
with local
authorities,
HMRC,
DWP and
other
government departments.
From October these will extend to THE annual Lifeboat Appeal needs your
regional Pathfinders, covering more help to collect donations from across
than three million people across DWP this autumn.
the country.
The Lifeboat Fund supports the work of
Look out for more updates about Tell the Royal National Lifeboat Institution
Us Once in future issues of DWPeople. (RNLI) and is the official charity of the
Civil Service.
The RNLI are dedicated to saving
lives at sea around the coasts of
Britain and Ireland.
over the Leigh Lewis has thrown his full support
country to behind this year’s campaign. He said:
our partner “For more than 100 years we as Civil
organisations Servants have been helping the Lifeboat
and to each Fund to save lives. I hope DWP staff will
other. It is continue this support.”
time as a
Department Nick Cheetham of Corporate IT’s
that we celebrate our excellence.” Strategy and Architecture team is
co-ordinating this year’s appeal.
If you know anyone whose
dedication to helping people and Staff who would like to help the fund
serving DWP deserves special praise, and raise the money to provide new
why not nominate them? Keep an lifeboats and fund crew training can
eye on Headline News for details of email Nick at: CITStrategy.Architec
how to enter the Excellence Awards. ture@dwp.gsi.gov.uk.
Staff, customers and voluntary groups
will all be out in force to celebrate the
role older people play in society.
As DWP’s official staff magazine,
DWPeople will be there to capture
all the news and staff stories from
the day.
September 2008 | dwpeople | 5
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Pathways

R PA T H
HE I G H T
T
PATHWAYS to Work first became available in
The Pathways to Work service has already
a small number of districts in 2003, helping to helped more than 64,000 people back
deliver support for people claiming incapacity
benefits. into work. DWPeople takes a closer look
In April it became available across the whole
at the success stories
of England, Scotland and Wales, and now
delivers tailored support and help to people
who need financial, employment and health
advice across the country.

And from October, the introduction of the Richard Mckenzie

Employment and Support Allowance (ESA),
will follow on from Pathways in its approach
to helping customers.
ESA is a key part of plans to reform and simplify
the benefit system.
YEARS on benefits left Richard with a lack of confidence
in being able to find a job. After receiving help from Tina
Bannon, a disability employment adviser at Wolverhampton
Jobcentre Plus, Richard got a job working as a kitchen
porter in a nearby pub.

It looks at what customers can do, instead of what
they can’t, and concentrates on providing support
that is built around the customer’s individual needs.
DWPeople spoke to some of the customers
that Pathways to Work has already helped
back into employment.
Tina put Richard, who has learning disabilities, in touch with
the Pathways to Work programme. Tina says: “Richard has
gained confidence and is an inspiration to others in moving
off benefits and into work. He is already going from strength
to strength in his new job, and we wish him every success for
the future.”
Richard says: “Since I started at the Bradmore Arms my
confidence has gone up in leaps and bounds. I’m working hard
and getting on well with everyone. I’d like to thank Tina for

Anna Rayner helping me find a job that I really wanted and enjoy doing. My
life has changed so much. If I can do it, anyone can!”
AFTER years of claiming Incapacity Benefit, Anna
Rayner found help through the Pathways to Work
programme. Finding that alternative therapies
helped to cure her stress-related illness, she visited
the disability employment adviser at her local
Jobcentre Plus who introduced her to the Pathways
to Work scheme.

Anna has made incredible progress, gaining the

relevant qualifications and experience she needed to
find a job, and even starting her own business.

Anna says: "I was able to access courses in my area

and gained confidence working as a voluntary Richard and Tina and his friends at the Bradmore Arms
Reiki practitioner. The additional support I have
received from them has been invaluable in giving
me the determination and information to forge
ahead as an entrepreneur.”
Read a detailed summary of ESA
6 | dwpeople | September 2008
in the Directorates section of the
Jobcentre Plus intranet site.
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Leading the way
Laura Turvey hears how DWP is helping leaders make a difference for their teams
WINSTON Churchill, Nelson
Mandela and Gandhi are just
some of the names that spring
to mind when talking about
great leaders.
But what defines great leadership?
Lots of philosophers and
consultants claim to have in-depth
knowledge of what it takes to
become an outstanding leader, but
there is one quality that stands out
from the rest – the ability to make
everyone around you better.
This is a difficult skill to master,
but DWP’s Making a Difference
programme has been introduced to
take on the challenge and help the
Department’s first line and middle
managers become great leaders.
The programme focuses on
helping leaders acquire the skills
and confidence to work better with
their teams, and starts with a
one-day launch event.
DWP Organisational Capability
Director, Jerry Arnott launched the first
Actors bring the leadership styles to life
10/07/2008 15:21
pilot event. He said: “People are key in
the success of any organisation, and it’s
leaders who influence the direction of
the Department.
“We recognised that we needed to
give this opportunity to the people
who drive our organisation – so that
they can shape and develop those
around them. That is the purpose and
power of this event.”
Leigh Lewis speaking at the event
During the first pilot staff watched
‘Flood’, a multi-part play looking at
different types of management styles
in DWP. Actors took on the roles of
different fictional leaders and staff
from across the Department’s
Page 7
Leadership
businesses and corporate
centre. They explored how
different styles can impact on
morale and performance. Staff
were then given the opportunity
to influence the characters and
improve their overall
performance.
There were also lots of
opportunities for staff to share
their views and opinions on all
aspects of their ways of working
and leadership including taking
part in interactive voting.
Pat Wall from Work, Welfare and
Equality Group in London took part
in the day. He said: “I’d been
hoping that a leadership
programme appropriate to my grade
would be introduced, so when I saw
the email for nominees to take part
in the event I jumped at the chance.
“I was very impressed by the thought
that had gone into the day and how
it was tailored around us as leaders. It
made a lot of sense and gave me a lot
to think about in my role as a leader.”
September 2008 | dwpeople | 7
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Welfare
Straight to the point
Catherine Chan puts your welfare reform questions to the experts
DWP’S latest welfare reform plans
have caused quite a stir, appearing
in every major newspaper and TV
news programme across the UK.
Staff have been just as keen to find
out more about the Green Paper and
how the proposals will affect them.
In the last issue of DWPeople (pictured
below), staff were invited to send in
their questions about welfare reform.
DWPeople put them to the experts:
Chris Burston from the Work,
Welfare and Equality Group and
Maria Doust from Jobcentre Plus’s
Benefit Reform team.
As featured in July’s DWPeople
Points of view
8 | dwpeople | September 2008
10/07/2008 15:21 Page 8
Every Jobcentre Plus district also has a
DWP wants to
get more parents into childcare partnership manager that
works with the centres.
work.
What are we doing about Chris: Since 1997, more than £21
childcare? billion has been invested in childcare.
By 2010, there will be 3,500 children’s
Maria: Nationally, there’s a lot of work centres across England and the
going on with children’s centres to Government wants every school to be
help parents get support in the an extended school by 2010 with
community. longer opening hours.
Chris: We’re planning to pilot this
scheme with customers who have
been on Jobseeker’s Allowance for
The media has said more than two years.
customers
will need to work for They’ll be required to work full time,
their benefits. and DWP will work with providers
to make sure everyone is supervised
How will this work?
and supported.
For these customers, many of whom have
serious barriers to finding work, this will
be a valuable chance to get work
experience and develop new skills.
Maria: Other countries, such as the
More online: Chapter two of the USA, have run similar schemes and we’ll
Green Paper – “Work for your benefit” be learning from their experiences.
THE Department’s ministers are entire families who think it’s
holding a series of visits to talk to acceptable to stay on benefits.
staff about the welfare reform plans.
Here’s what staff thought of Minister
The regional events give staff the Stephen Timms’ visit to the North-East:
chance to tell ministers what they
think and to find out how the plans Nichola Burt,
could affect their work. Newcastle
Contact Centre
No topic is off limits. Debates have
already included the need for more “It’s not every
affordable childcare and how to tackle day you get to
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
The Green Paper says
Jobcentre Plus is world class
but we need to work more
with private and voluntary
groups. What’s going on?
Maria: Jobcentre Plus remains at the
heart of our services and I definitely
agree that our advisers are world class!
However, we have to tailor services to
meet customer needs. This may involve
working with private and voluntary
groups who can offer more help.
How can we help young work-related skills. We’re looking at
people get the right skills
whether this can be replicated with
and avoid a life on benefits?
the Premier League.
Maria: There are schemes for young
people – for example 16 Scottish
football clubs have joined up to run a
meet the people who are leading the
changes across the Department.
“I was especially keen to find out more
about how we’re going to encourage
partners to look for work.
“I think that if someone is able to
work, they don’t have a right to stay
on benefits.
“This is the first time I’ve been involved
10/07/2008 15:21
Again this is a minority group, either
long-term customers or those who
need specialist support because
they’ve got more barriers to work.
Chris: I agree too – Jobcentre Plus
has won international acclaim for
its success in delivering cutting
edge services to thousands of
customers every week. This isn’t
about taking work away from
Jobcentre Plus.
It’s about making our services
even better, for example by working
with other groups to meet local
needs or provide specialist services
for customers particular requirements.
scheme for customers to develop
Chris: Regardless of age, we know
that skills are important for the job
prospects of our customers.
We’re introducing skills checks for
customers and bringing in skills
accounts, which will help them to
fund training. We’re also developing
a careers service, which could be
located within jobcentres.
More online: Chapter two of the
Green Paper – “Work Skills” onwards.
in a Green Paper consultation and
the whole experience has been
very interesting.”
Timothy
Oxnard,
Stockton
Benefit
Delivery
Centre
“The event was tremendous!
Page 9
Welfare
Will DWP
ban violent
or disruptive
customers?
Maria: Personal safety is a major
issue for Jobcentre Plus staff and it’s
a tiny percentage of customers who
are violent or disruptive.
We’ve already got procedures in
place for banning violent customers.
However, this also means they can’t
access our services.
We’re currently looking at other
sanctions, such as stopping their
benefits for a week.
More online: Chapter two of the Green
Paper – “A stronger sanctions regime”
GO ONLINE:
The Green Paper
“No one written off:
reforming welfare to
reward responsibility”
is available at
www.dwp.gov.uk/
noonewrittenoff
Staff still have time to give their
views on the Green Paper. Email
welfare.reform@dwp.gsi.gov.uk
or comment via Speak Up on the
Jobcentre Plus intranet homepage
“I was really impressed that the
Minister listened to everyone’s views.
“I think the event was an opportunity
for him to learn from the shop floor,
so to speak.
“I was pleased that I got to have my
say. Hopefully change can come from
sessions like this because it’s staff that
really know the businesses.”
September 2008 | dwpeople | 9
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Health
FOR
G
W
ORKIN
ELLBEI
W
N
G
Staff at Jobcentre Plus Bolton are enjoying the fruits of their labour
after leading the way with the first DWP Wellbeing Focus Group
WELLBEING is the buzzword of the
moment, and staying fit and healthy
has shot to the top of many people’s
priority lists.
Staff at Jobcentre Plus Bolton are
joining together to take positive steps
to lead a healthy lifestyle with their
Wellbeing Focus Group.
Members of the group meet every six
weeks to discuss enjoyable ways to
stay healthy, happy and relaxed.
Barbara Hunt, who is the manager of
the Jobcentre, attends the meeting
with 11 people, representing more
than 150 staff.
The group was set up in December
2007, and kicked off in January this
year to coincide with the post-
Christmas rush for all things healthy.
Barbara says: “It brought people
together from different parts of the
office. Everyone has been so positive
and enthusiastic about it. At the first
meeting the group was bursting with
ideas of what to do. We could have
been here for a couple of days going
through them all!
“Originally it was called the Managing
Attendance Focus Group, but we felt
that wasn’t reflective of the true aims of
the group so the name was changed to
the Wellbeing Focus Group.”
10 | dwpeople | September 2008
10/07/2008 15:21
Staff at Jobcentre Plus Bolton reach for wellbeing
Notice boards were put in the canteen
with recipes for staff to refer to,
including family meals for less than five
pounds from Sainsbury’s. Wellbeing
reminders were also put on the board,
including tips from remembering to
drink enough water to sun safety and
healthy foods to eat.
One member of staff researched the
prices of different types of fruit,
checking the cost at the market across
the road from our office.
She produced a list of the fruits that
were on offer and how much they
cost. Staff even contacted the local
college to find out how much different
wellbeing treatments cost.
“
We put up a notice board with
healthy recipes, as well as the
”
group’s contact names.
Joanne Stubbs – customer support officer
“
It brought the office
together. Because we’re
on different floors,
quite often we don’t
get to see the other
”
people on each team.
Anne Pearson – personal adviser
Page 10
Shahida Muhammad, a financial accessor
at the Jobcentre Plus, says: “We also had
a Fruit Festival, which was one of the
most successful things we’ve done. We
asked members of staff to bring in some
fruit that you might not eat on an
everyday basis. Staff enjoyed trying
something they may not have had the
chance to try before.”
Staff at the Jobcentre have kept up
the good work. Drawers are piled
high with fruit, alarm clocks are being
set an hour early for some staff
members to exercise before the day
begins and there are smiles all round
as improved health, moral and
teamwork have created an invaluable
sense of wellbeing.
“
We have so much
choice of fruit and
vegetables we can
buy. We have a
market that’s just
across the road
from the Jobcentre
”
that sells lots of
exotic fruits.
Dotty Snelson – customer service manager
For tips and advice on health and wellbeing
visit the wellbeing portal at: http://intra
link/1/corp/sites/employeebenefits/well
being/index.asp
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
A year after his murder, the memory of Rhys Jones builds hope for his community
Run for Rhys
RUN for Rhys, which took place in
Croxteth Hall Country Park on 14
September, saw people from all over
the country take part in a 5km run
to raise money for the Liverpool
Unites campaign.
The campaign, which is run by the
Liverpool Echo newspaper, aims to
show that Merseyside’s residents
won’t tolerate gun crime.
Money raised will go towards
building a youth centre in Croxteth,
Liverpool, where 11-year-old Rhys
Jones was shot dead when walking
home from football practice in
August 2007.
The tragedy of Rhys’s murder has
echoed through Britain ever since.
His image has become a symbol of
how innocent lives are taken in the
gun culture that has swept across
parts of the country’s youth.
Rhys’s family and friends remember
him as the friendly and energetic
boy that he was. His five closest
friends, who he met on his first
day of nursery school, share their
memories of Rhys on a website
they set up to celebrate his life
and emphasise their message:
is memory
Rhys’s friends honour h
Fun run:
Donate to the Rhys Jones Memorial Fund by going to www.lcvs.org.uk
10/07/2008 15:21
join a team, not a gang.
Rose Rigby, the mother of Rhys’s
friend James Rigby, who works in
Corporate IT Service Delivery for
DWP, says: “The Liverpool Unites
campaign is looking to raise
£100,000 to build a youth centre.
“They want to call it the Rhys Jones
Memorial Youth Centre so that his
name can live on in the community
and encourage young people to use
the sporting facilities instead of
hanging around and potentially
getting involved crime.
“A concert was also held on 15
August. There were lots of big
names in attendance, including Tony
Christie, Richard Fleeshman and
Barbara Dickson. The boys were
asked to go up on stage and accept
a cheque on behalf of the Liverpool
Unites campaign.
“I think the boys are really brave
getting up in front of thousands of
people. Last October they helped kick
off the Liverpool Unites campaign.
They went onto the pitch at Goodison
Park – home ground of Everton
Football club – in front of more
than 40,000 people.
Page 11
Charity
“They’re strong lads and they do
things that would terrify most
adults, but because it’s for Rhys they
take a deep breath and go for it.
They want their friend to be
remembered and want to help
make Liverpool a better place.”
Rhys’s friends and family are now
looking forward. They can’t wait for
the youth centre to be built, so that
the kids around Croxteth can be
encouraged to spend their free
time the way Rhys did – playing
football, enjoying friendships and
staying out of trouble.
Find out about Liverpool Unites and
Run for Rhys at:
www.runforrhys.org.uk
For advice and support on a range
of issues, including bereavement,
contact the Employee Assistance
Programme (EAP), provided by
Right Corecare. They’re available
any time of day or night, free of
charge and in complete confidence.
For the Counselling, Advice and
Information helpline call 0800
652 3304, or go to:
www.dwp.rightcorecare.co.uk
September 2008 | dwpeople | 11
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Feature
Gaining insight
Laura Turvey finds out how the Customer Insight team is helping
DWP improve customer service
ONE way or another – we’ve all
experienced it – whether it’s the
miserable shop assistant, the
stroppy waiter or the disinterested
tour guide, bad service can really
put a dampener on your day.
But it’s the times when you’re
delighted by really great customer
service or surprised when someone
goes the extra mile for you that
really stand out and make you
feel good.
Achieving this level of customer
service is part of DWP’s bold ambition
to make sure it achieves its
Departmental Strategic Objectives.
One of these is to make DWP an
exemplar of effective service delivery
12 | dwpeople | September 2008
10/07/2008 15:21
and the DWP Customer Insight
team are working hard to help the
Department understand the level
of service customers expect.
DWP Customer Insight director
Katherine Courtney said: “Customer
insight is about thinking like a customer,
understanding their experience and
putting yourself in their shoes.
“Policies, strategy, service delivery
and communications that are based
on insight are much more likely to
ring true with the customer and
successfully influence their responses
and behaviour.
“Insight into the people we are
trying to reach should inform
everything we do in DWP and
Page 12
there are already many good
examples where customers are
being effectively engaged across
the Department.”
Customer Insight is already being
applied across the businesses with
positive results and benefits for
staff and customers.
Find out more about
how the central
Customer Insight team
are supporting these
approaches in future
editions of DWPeople.
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Feature
Case study

The move
from working
to pensions
Insight
PETER Brown is from the Customer
. He said: “Throug h my work
team in Stockton
onsible for
in Customer Insight I’ve been resp pler.
projects to benefits to pensioner benefits sim
involving customers in a range of
ing.
develop our customer understand e people
The team then went back to the sam
ly to disc uss the
me, we they interviewed original
“Working with the Change Program find out if this wou ld
e from wor king-age benefits planned changes and
looked at the mov
erience a address their issues.
to pensioner benefits and the exp
as they
customer who turns 60 or 65 gets
centre Plus to the Pen sion, Peter added: “Customers were very
move from Job thought it
ers Service. “ enthusiastic about the changes and
Disability and Car ld definitely like to
was something they wou
see put into practice.
The feedback Peter collected from
the
staff and customers was used by been drawn
me to dev elop a “As a result high-level plans have
Change Program forw ard and begin
t up to take the project
revised and simplified process tha nge s.”
e from wor king -ag e implementing the cha
makes the mov

Local customer insight

JULIA Kury works within the Marches
District Customer Insight team that
was set up to drive customer insight
work forward on a local level.
Julia said: “Our team is made up of
various staff from across the district.
We all share a common desire to
find out more about our customers
in order to improve their experience
and our performance.
“Due to the ever-growing diverse
customer base we are dealing with, we
can no longer be driven by a one-size
fits all approach. We want to find out
more about our customers’ different
needs, especially regarding access and
information requirements.
“We collect feedback from customers
as they go through all the common
DWP processes, for example Flexible
New Deal and Pathways, so that we
can create a customer journey map to
help identify where we can make
improvements.”
“From here we need to do more to
inform staff and get them on board.
Along with Lean, this will really embed
Customer Insight into our business and
help us achieve even higher levels of
customer service.”

For more information about customer insight visit the

Customer Insight website: http://intralink/1/corp/sites
/customerinsight/index.asp
September 2008 | dwpeople | 13
DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:22 Page 14

Pensions

Puzzled by pensions?
Catherine Chan
finds out if DWP’s
own staff are geared
up for retirement
IT’S a common assumption –
if you work at the Department
for Work and Pensions, you
must know a thing or two
about saving for retirement.
But with new reforms on
the way, it can be difficult
to keep up with changes
while doing the day job.
DWPeople speaks to three
members of staff to find out
how the State Pension reforms
are going to affect them…
Nearing retirement with caring responsibilities
Name: Ken Burns
Location: North Shields Jobcentre Plus
The big news for Ken: From 6 April 2010,
carers who spend at least 20 hours a week
looking after a severely disabled person(s)
may receive weekly National Insurance credits.
“I’m planning on taking partial retirement in about 18 months.
I’ve decided to do this because I’ve also got responsibilities
outside work – I’m a carer for my elderly mother.
“If these carer credits had been introduced earlier, it would
have made a massive difference to my family. My wife had
to effectively give up work to look after my mother.
“I’m pleased that carers will get more help
with their State Pensions in the future.”

“I’ve got two children, aged three and 16. So

The working mum when these credits come in, I’ll only get them for
my youngest one.

“The best thing about the change is that it’s

Going up
The State Pension
age is currently 60
for women.
Between 2010 and
2020 it will gradually
rise to 65, the same
as for men.
By 2046, it will be
68 for everyone.
Name: Emma Davis
Location: Whitley Bay Jobcentre Plus
The big news for Emma: From 6 April
2010, parents getting Child Benefit for
children under 12 may receive weekly
National Insurance credits. These will
replace the Home Responsibilities
Protection scheme, which currently helps
parents protect their State Pension.
automatic. If you’re already claiming Child Benefit,
you don’t need to do anything to get the credits.
“Like a lot of people, I should think more about
saving for retirement but that’s hard to do when
you have children. You’re more inclined to think
about the mortgage and making sure your children
have got everything they need.
“You tend to put yourself at the back of the
queue so any help with my State Pension will
be welcomed.”

14 | dwpeople | September 2008

DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:22 Page 15

Pensions

Information about
State Pensions
State Pension age but going strong  Visit the pensions
reform intranet site –
Name: Alma Richardson find it in the A-Z on
Location: North Shields Jobcentre Plus the DWP intranet
The big news for Alma: From 2010, everyone will  Visit www.thepen
need 30 qualifying years to receive a full State Pension. sionservice.gov.uk
to find out when you
Currently, men need 44 years and women need 39.
will reach State
Pension Age and
“I’ve been at the Department for 49 years but I took a break from how much you can
work to have a family. expect to receive

“I think it’s great that the number of qualifying years is coming down Information about
because that means more parents will be able to reach that target. Civil Service pensions
“Before I reached 60, I got a pension forecast from The Pension Service  Find out more at
so I knew roughly what I was going to get. www.civilservice-
pensions.gov.uk
“I enjoy working. I’ve scaled down my hours to three days per week but
I’m simply not ready to retire.”

September 2008 | dwpeople | 15

DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:22 Page 16

Cover story

Happy 00th birthday!

Catherine Chan reports on DWP’s celebrations
2008 DWP staff and customers have been celebrating a special milestone –
State Pensions were introduced 100 years ago.

Back in 1908, older people had to reach 70 before claiming their first
pension. Not an easy task in its own right, as life expectancy was 49
for men and 53 for women.

To receive a pension, older people had to have an income of less than 26

pounds and five shillings per year. They also needed to pass a ‘character
test’ – if someone hadn’t worked enough or had been in prison, they
received nothing from the scheme.

Jane Whittington from The Pension Service

in East Sussex meets Beatrice Hurlock, 100

Elizabeth II
Edward VII

1908 V 2008
Life expectancy: Life expectancy:
49 for men and 53 for women One in four babies will live to 100

Any excuse to dress up in the North East! State Pension age: State Pension age:
70 65 for men and 60 for women

Rates:
Between one and five shillings for
a single person (5p and 25p in
today’s money). Married couples
got seven shillings and sixpence
(about 38p).
Rates:
The basic State Pension is £90.70
but pensioners may also be eligible
for additional funds such as pension
credit and winter fuel payments.

Look out for October’s DWPeople,

which includes a special section
DWP minister Mike O’Brien presents 100- celebrating Older People’s Day
year-old Nora Morris with a cake in Dudley
(1 October).
1908

Photos courtesy of the National Archive

DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:22 Page 17

Hobby

Living doll! LIKE most things in life, toys go in and out of

fashion. From Dinky cars in the 30s, the Hula Hoop
in the 50s and the Teenage Mutant Ninja Turtles in
the 90s – whatever the generation, the nation is
always being struck with a new toy craze.

But for Juliette Gregson from Blackpool Jobcentre,

Sindy dolls became a passion which started in the
70s and never went away.

The first contact officer’s hobby was inspired by her

aunt Anne who gave her a Sindy doll as a present
back in 1977. Soon after, aged four, she took her
pocket money to Hamleys toy shop and bought the
next doll in her collection.

Since then she and Sindy have been the best of

friends and Juliette now boasts a collection of well
over 300 dolls.

Juliette said: “Sindy was created as a friend to kids

without brother or sisters. She had an exciting life
John Pinching finds out with clothes, accessories, furniture, cars, horses and
why plastic is fantastic even houses.

for Juliette Gregson “It’s part of my childhood and now I’ve got an
entire room full of Sindy collectables.”

Before the introduction of eBay, Juliette spent her

time searching high and low for a new Sindy to add
to her collection. She said: “I would look through
charity shops, conventions, collectors’ fairs and car
boot sales. Some of the rarer Sindys can be worth
hundreds of pounds.”

Juliette restricts her hobby to a very specific

period and will only accept merchandise up
until 1986, when the makers started to change
the original formula.

But after 31 years of collecting she has no plans to

stop and continues the search to complete her set.

Sindy trivia: Did you know that Sindy had a friend

called Paul during the 1960s. He was based on Sir
Paul McCartney. After the Beatles split up, however,
he was removed from the shelves.

If you need more time to devote to your hobby

why not sign up to HASSRA, DWP’s official
provider of sports, social and leisure activities.
For more info go to DWP Intranet> A-Z > H >
HASSRA or visit www.hassra.org.uk

September 2008 | dwpeople | 17

DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Feature
B a c k f o r m o r e
As Leigh Lewis makes his second trip Back to the Floor, DWPeople charts his progress
and investigates a new parallel leadership scheme, Through the Looking Glass
INTRODUCED last year in response to
disappointing Staff Survey results on
senior leadership, more than 200 senior
managers have now taken part in Back
to the Floor.
The scheme aims to help bridge the
gap between senior leaders and staff,
and give leaders a true picture of the
issues faced by staff in delivering DWP
services to customers.
Many of the Department’s senior
leaders are now planning their second
Back to the Floor placements, and
Permanent Secretary Leigh Lewis led
the way recently by going Back to the
Floor at Jobcentre Plus in the
North East.
Leigh had an enlightening week during
his second Back to the Floor week,
tackling Social Fund Crisis Loan
applications at the Cobalt House
Benefit Delivery Centre (BDC) in
Newcastle. He rounded off his trip by
making payments at Newcastle City
Jobcentre Plus, and with visits to
Middlesbrough Contact Centre and
Stockton Benefit Delivery Centre.
10/07/2008 15:23 Page 18
Eager to try to do the job himself, Leigh
started taking Crisis Loan application calls
on his second day at the BDC. He also
got a taster of how difficult it is to judge
whether loans should be granted, getting
first-hand experience of the complex
cases that can come in.
Leigh describes his experience in his
Back to the Floor diary: “Like last year, I
had more than my fair share of
butterflies at the idea of actually doing
the job myself. But probably not half as
many as those colleagues in Jobcentre
Plus who have been deputed to be my
manager and mentor for the week!”
During his time taking calls with Roy
Baldwin, a social fund officer at Newcastle
BDC was Leigh’s mentor and coach, Roy
was impressed by the depth of
understanding that Leigh gained: “We
were left with a sense that he had been
given a real insight as to what Crisis Loans
were all about, rather than a fleeting
glimpse of simple, straightforward cases.”
Carolyn Mason, who is a crisis loan
decision maker at Newcastle BDC,
says: “I think that the interest that he
showed in the mechanics of crisis
loans was appreciated by the team
as he learnt the whole process
rather than just asking a few
questions. I also think that he
was quite surprised by some of the
reasons for crisis loan applications.”
Leigh writes about what he gained
from the experience: “Going back to
the floor is genuinely valuable. I think
that our staff do want to see their
leaders trying to do the jobs that they
do day by day and experiencing both
the highs and lows of doing so.”
Back to the Floor has also given
Leigh some points to consider
further: “We must, of course,
always have a system which helps
those who are in most need in
our society. But I am not sure
that we have the balance of this
system entirely right.”
You can read Leigh’s full diary,
and more news about the
scheme on the Back to the
Floor site, available through
the intranet homepage.
DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008
REVERSING the idea of Back to the Floor, Leadership
Through the Looking Glass gives operational staff the chance
to experience life as a senior manager. In a recent trial, four
willing Pensions, Disability and Carers Service staff took two
days away from their usual roles to manage Charlie Ritchie’s
change pipeline and business design team.
Ellen Pinto-Hazell, from the disability and carers processing
unit, got a better idea of the management process: “Charlie
was a great mentor for the day. I realise that though I always
looked at the wider picture, it wasn’t quite wide enough. It
has been a great insight into the processes that have to be
done before it reaches the shop floor.”
15:23 Page 19
Chris Hulme, who also works at the unit, enjoyed the pilot:
“I learned that senior managers have to be very adaptable.
The decisions I made were received well. The staff in
Charlie’s area work well as a team and I thoroughly enjoyed
my time with them.”
Not only did the experience have a positive impact on the
staff who worked as managers, the change pipeline and
business design team also gained insight. Team Leader
Charlie Ritchie says: “The whole thing helped me get some
perspective – it made me reconsider the way I do my job,
and I was surprised by just how much information had to be
exchanged with the new people.”
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Letters
Put your feet up
AS THE Department is celebrating
Older People's Day on 1 October, I
trust this celebration will include
members of staff who are, shall we
say, of a more mature disposition?
Personally, I am looking forward to my
younger colleagues peeling grapes for
me as I relax, my feet gently soaking
in a warm footbath, whilst
handmaidens (or should that be
handpersons these days?) attend to
my every whim.
Naturally, I am only doing this out of a
sense of duty to, as the Department
says: “create a positive view of later
life by tackling outdated stereotypes.”
I can hardly wait.
Al Smeaton
Business Continuity, Risks and
Planning manager
What do you think? Send your letters on any subject to: letters@dwp.gsi.gov.uk
Each month’s Star Letter wins a £15 Marks and Spencer voucher
20 | dwpeople | September 2008
10/07/2008 15:24 Page 20
STAR LETTER
battle ever fought on English soil. If
the medieval chroniclers are to be
believed then it’s possible that 28,000
men died that day.
This brings me to my main reason for
writing in . Your article stated that the
Wars of the Roses was fought between
the people of Yorkshire and Lancashire,
sadly this is not so.
Your history is poor
I JUST wanted to say how much The Yorkists drew much of their support
I enjoyed the article on Jennie from the South and West of England, the
“
Haynes and her Lancastrians from the North and East. We
role in recreating know that the City of
medieval life in
Your article stated that York sent 1,000
the times the Wars of the Roses archers to fight
of the Wars of was fought between for the Lancastrians
the Roses. at Towton.
the people of Yorkshire
and Lancashire, sadly
”
As a member of the It still amazes me
Towton Battlefield this is not so how many people
Society, I am also drive up and down
interested in this period of history. the A1 not realising that such a
Towton is not well known to the public significant event in history occurred on
even though the battlefield is largely these now quiet farm fields.
the same today as it was in 1461.
Dave Skillen, Improvement
Situated just south of Tadcaster it Programme Team, Delivery
remains the biggest and bloodiest Directorate
Wrong turn the location of a street, or the
direction of another town.
I THOUGHT I would share my
thoughts on giving directions. Please consider the mental wellbeing
of the motorist.
At this time of year, with many people
travelling to visit new parts of the If you do not know the direction and
British Isles, one is often stopped by a feel unable to help them you should
passing motorist enquiring as to the not tell them this.
whereabouts of a particular attraction,
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Rather you should put a big smile on
your face and instruct them that they
are travelling in the correct direction
and the locality they are looking for is
just another four hundred yards down
the road.
The driver will immediately have a
sense of satisfaction, the passengers
will have confidence towards the
driver and the occupants of the
vehicle will be animated and excited at
the anticipated approach to the end of
their journey.
Beware, for if you answer: “Sorry, I
don't know,” an atmosphere of
sadness will ensue.
The driver will be confused as they
attempt to decide whether to ask
someone else or to continue, perhaps
in the wrong direction.
There is a chance that your directions
are correct and nothing more needs to
be done.
If however, your directions are
incorrect, after five or six hundred
yards, the driver will presume that they
have merely missed the turning and be
10/07/2008 15:24
confident in asking another passer-by
for directions again.
Ken Bradshaw
Incapacity Benefit, Bury St.
Edmunds
The way you make me feel
I HAVE just started working at DWP
and I am amazed at how much I
I am enjoying my new job!
I have never been a civil servant
before and do not have much
benefits experience.
The job has changed my views on the
way benefits are delivered and also
our customers.
I was also pleasantly surprised with the
flexible hours policy. Being a mum, it is
an amazing privilege for me to have
this.
So thank you to DWP for giving me a
job which fits in so well with my life.
Hannah Seal
Hastings Jobcentre Plus
Namesakes
SO MANY of us at DWP share the
same name and work in different parts
of the country.
Wouldn’t it be fantastic if we met our
name namesake?
We would all (probably) look very
different, this would be a fantastic
example of DWP Equality and Diversity.
Denise Robinson – Hemel
Hempstead not Glasgow!
Page 21
Letters
Time traveller
LIKE many people, I spend countless
hours on public transport in order to
get to work each day.
I am curious to find out from other
staff what sort of difficult or lengthy
journey they endure every working day.
My daily experience starts when my
alarm wakes me at 4:30 in readiness of
catching the 5:33 train from my local
station (Broadstairs).
I reach London Victoria around 7:20
and catch the tube to Embankment
station – arriving at work (The Adelphi,
DWP HQ) at 7:30.
I finish for the day at 15:45, and catch
the tube to London Victoria and catch
the 16:03 train back to Broadstairs.
After arriving in Broadstairs at 17:51, I
finally arrive home at 18:05 – this
generates a four and half hour round
trip each day.
And so it continues…
Gary Jordan,
The Adelphi, London
September 2008 | dwpeople | 21
DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:24 Page 22

Achieving the best

TEAM 0F THE MONTH

Well done to the Print & Associated Services Solution (PASS) project team

“We also appointed iON to work with us to make the

necessary improvements.

“Although a few customers have experienced some

difficulties and poor service, I am confident that the service
is improving and that the new arrangements will serve us
well in the future.”

The project’s Finance Team manager John Lavery says:

“The project team came up with some really innovative ideas.
For example we have put in place a risk/reward system.

Team members with their Government Opportunity Award
THE next time you’re ordering some forms or leaflets, give
a thought to the PASS project team.
The team was set up to improve the way DWP buys all its
printed materials – no mean feat as there are more than
10,000 different items available across the Department.
“This encourages iON to get the best possible prices for our
products – the more they do to help us spend less the more
they are rewarded.”
And the team’s combined efforts haven’t gone unnoticed.
Earlier this year they scooped a Government Opportunity
Award for team excellence.
Mike says: “We were absolutely delighted to win this award.

But despite being based at several locations, the PASS team
– with support and input from key customers – have pulled
the service together, creating an award-winning solution.
Head of the Strategic Sourcing Programme Mike Day says:
“When the PASS team was set up we had dozens of
suppliers, too much waste, some poor quality products
and a supply chain that didn’t give us value for money.
“It just goes to show that when you don’t need to be
based in the same office to work successfully as a team,
and I include our many business stakeholders in that
definition of team.”
Head of Strategic Sourcing John Michalski says: “The
Commercial Directorate is extremely proud of the team’s
achievements.

“We set about changing this and the team delivered a “This was the culmination of many months of hard
project that will put simpler processes in place for work both within the Commercial Directorate and
ordering and delivering items and at the same time make various businesses across DWP – the team fully deserve
significant savings. this recognition.”

…
What the judge said Nominate now!
e of the judges at the
Grahame Steed was on
y Awards. Here’s what DWPeople would like to hear from teams that
Government Opportunit
PASS team: have demonstrated at least one of the DWP values:
he had to say about the
en achieving the best, respecting people, making a
ject could only have be
“It was evident the pro exc eptiona lly high difference or looking outwards.
rking to an
achieved by a team wo
standard. In no more than 300 words, tell us how many
the
sitivities of the project, people are in your team, why you should be
“Given the potential sen ke ho lders
t a number of sta considered and which values you’ve demonstrated.
panel was impressed tha pliers .
ged, including sup Email your entry to dwpeople.dwp.gsi.gov.uk.
had been actively enga
sets a
winner – and one which
“This was a deserving s.”
entrants in 2009’s award
very high standard for

22 | dwpeople | September 2008

DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Back
for
good
Catherine Chan
reports on how DWP
gets its cash back
A BENEFIT fraud case doesn’t end
when the judge delivers a sentence.
There’s still the small matter of getting
back the money – and that’s where the
Financial Investigation Team steps in.
Amanda Hillman is in charge of the
team: “In many cases, we’re not just
pursuing the overpayment.
“The law gives us the power to look
at someone’s whole lifestyle and all
their assets over the past six years.
“This means someone can end up
repaying much more than they
originally defrauded. For example if
they’ve bought a property and the
ACCREDITED financial Investigator
Harsha Nanavati is based at Neasden
Jobcentre Plus, North London.
Here’s how she builds up a picture
of someone’s finances:
Step 1
We start off with the intelligence
we’ve gathered such as bank account
and property details.
Step 2
We’ll then approach the banks to hand
over more information, using production
orders. This process involves going to
court and making an application before
a Crown Court judge.
Step 3
We check through the bank statements
to identify any unexplained income.
10/07/2008 15:24
Above: Amanda Hillman (left) and Harsha Nanavati
house value goes up, we can go after
that money too.”
Once the investigators have a
reasonable figure (see panel), it’s up
to the judge to decide how much
that person should pay back.
Amanda says: “A confiscation order
gives a person six months to repay
us and they may have to sell their
assets to raise the money. If they
don’t pay up, they may go to prison.
“Most of the money that is paid
Step 4
The individual is given the chance to tell
us where the unexplained monies came
from. They usually dispute our figures!
Step 5
We end up with a benefit figure (the
overpayment plus any unexplained
money) and an asset figure (what they
currently hold in their bank balance and
equity in property and vehicles).
Step 6
We give these figures to the judge,
along with other evidence, and they
decide how much needs to be repaid.
Step 7
Once the verdict has been given, we log
the details on our database and work
with colleagues in Debt Management
to monitor the repayment.
Page 23
Backstage
back goes to the Treasury but DWP
also gets a percentage to invest in
anti-fraud measures.
“The judge can also award comp-
ensation to the Department as the
‘victim’ of the crime.”
Amanda adds: “We’re responsible in
the way we go after our money and
try not to force anyone into poverty.
“It’s inevitable some people will find it
difficult to repay us but that’s the cost
of committing a crime.”
The big payback
Here are some real examples:
 £51,000 overpayment =
£85,000 confiscation order
 £40,000 overpayment =
£100,000 confiscation order
One of the biggest confiscation
orders was based on a £644
overpayment.
DWP investigators uncovered
a life of crime and the offender
ended up paying back £245,000.
Find out more about Debt
Management in a future
Busted! Backstage article
September 2008 | dwpeople | 23
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
Busted!
Running into trouble
Benefit cheat Stefan Dudek can run…but he can’t hide from DWP
STEFAN Dudek was passionate about
keeping fit.
The Liverpudlian was a big fan of
long-distance running and completed
five 10km races, often crossing the
finishing line in under 50 minutes.
He was also a regular at his local
gym and filled his home with heavy
dumbbells and exercise equipment.
But he soon found out there was
nowhere to run to when DWP
exposed him as a benefit cheat.
Dudek, aged 51, from Ash Grove,
Wavertree, started receiving benefits
in 1989. At that time, he had genuine
mobility problems and his claim
was legitimate.
His health improved greatly over
the years but he neglected to tell
the Department about the change.
He also failed to report that he was
working as a doorman at a nightclub
and as a steward at
Everton FC.
Liverpool Crown
Court heard how
Dudek was caught
out by Operation
Big Wing, a joint
operation by
DWP and
Merseyside Police.
24 | dwpeople | September 2008
10/07/2008 15:24 Page 24
The evidence included secret footage
of Dudek working at an Everton
match. The three-hour video shows
Dudek doing his job without any
obvious discomfort, clearly at odds
with his claims that he could
barely walk.
In total, Dudek fraudulently claimed
£48,652 in Incapacity Benefit and
Disability Living Allowance between
1998 and 2007.
Dudek admitted two counts of
fraudulently claiming benefits, with
241 similar offences being taken
into consideration.
Judge Mark Brown said: “I am satisfied
since 1998 you abused the system in a
deliberate and serious way.
“As a result, you obtained a large
amount of public money which
would have otherwise gone to
more needy individuals.
“The public pot is not exhaustive. There
is a limit on what
can be spent.”
Judge Brown
sentenced Dudek
to one year in
prison and DWP
has started (Above) Dudek is photographed
proceedings taking part in a 10km race
to get the (Right) He also worked as a steward
money back. at Goodison Park
DWP staff can report benefit fraud using the PPQ form on the desktop
DWPeople_September_2008:DWPeople_January_2008_edition.qxd
C H I L D
P L A Y...
lands couple in court
Running, jumping and playing is all
in a day’s work for this dodgy duo
LOOKING after a group of kids can be
an exhausting job – just ask Sharon
and Kenneth Coulthard.
The couple, from Garston in Liverpool,
ran an after-school club and regularly
supervised dozens of youngsters.
They had their hands full: playing with
the children on a bouncy castle, taking
them quad-biking and supervising trips
to Chester Zoo.
But the Coulthards weren’t all they
appeared to be – they were benefit
cheats who defrauded the system of
nearly £103,000.
Despite her job, Sharon Coulthard,
aged 55, claimed Disability Living
Allowance and Incapacity Benefit
totalling £76,763.
Husband Kenneth, aged 47, was
also on the fiddle and claimed
£26,223 in benefits.
The public can report suspicions on the National Benefit Fraud Hotline (0800 854 440)
10/07/2008 15:24
’S
The Department were alerted
to the case by an anonymous
tip-off.
Investigators started
surveillance and filmed the
“
couple taking part in physically
demanding activities.
Mrs Coulthard – who claimed
she couldn’t stand up and
needed almost constant care –
was even filmed riding a horse.
Liverpool Crown Court heard
the couple started claiming
benefits legitimately in the
early 1990s but had not told
the Department that their
conditions had improved.
The couple pleaded guilty to seven
charges. Mrs Coulthard was sentenced
to a year in jail and Mr Coulthard was
given a suspended sentence.
Page 25
Busted!
Sometimes I think
‘why me?’ Why
not those people
who have done
“
bad in the world?
Judge David Swift said the couple’s
benefit claims were “quite inconsistent
with reality.”
He added: “That money is intended
for people needing it. When there
is dishonesty on this scale, it is of
great concern.”
Above: Sharon Coulthard
is caught on camera. The
quote is from her 1993
benefit claim form
Left: just some of the
activities the Coulthards
took part in while claiming
benefits (library photos)
Septmeber 2008 | dwpeople | 25
DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:25 Page 26

Quiz time

State 5. State Pension age for women is

currently 60. What is the average 11. The Basic State Pension is not means

Pension age that women finish work?

55 58 61
tested – meaning people get it regardless
of how much other income or savings
they have.

quiz 6. On average, people retiring today are

better off than people retiring 10 or 20
years ago.
True or False?

12. Your National Insurance contributions

True or False? are held in a fund built up to pay your own
How does your pension State Pension.
7. State Pension age is currently different True or False?
knowledge add up? Find for men and women but the state pension
out in the State Pension quiz... age is going up for women? 13. At the moment what proportion of
True or False? working age people are not saving in a
1. On average a man who is 65 today will pension (not counting the State Pension)?
live to what age? 12% 34% 56%
8. The full Basic State Pension
75 79 85
for a single person is currently
how much per week?
2. On average a woman who is 65 today To be in with a chance of winning £15 of
£79.54 £84.25 £86.12
will live to what age? HMV vouchers email your answers together
80 88 92 with your name and address to:
9. For how may years must a man have
paid or been credited with National david.hall1@dwp.gsi.gov.uk.
3. How many women in the UK now reach Competition closes on 15 October.
Insurance contributions to get a full basic
the end of their life without having had
State Pension in normal circumstances?
any children? Congratulations to Claire Westbrook from
28 years 44 years 52 years
1 in 11 1 in 9 1 in 5 Jobcentre Plus in Purley, she provided all
the correct answers to the Fantastic Film
10. What percentage of women reaching
4. State Pension age for men is 65. What is Fact Finder (Take Two). The answers were
State Pension age now get the full Basic
the average age that men finish work? Buddy Holly, Annie, Trains, Mick Jagger,
State Pension of £82.05?
60 62 64 Art Garfunkel and Noel Coward.
12% 30% 42%

Crossword
Last month’s answers
Across: 6. Roberts 7. Kenya 9. Lewis 10. History
12. Switzerland 14. Performance 18. Voucher 19.
Mayor 21. Month 22. Efforts
Down: 1. Jones 2. Review 3. Sty 4. Lentil 5.
Hydrant 8. Vinegar 11. Starter 13. Aerosol 15.
Facets 16. Crayon 17. Youth 20. Eft
Across
1. Jamie Oliver or Gordon Ramsay (4)
Send in your completed
crossword, details and answer
8. Railway vehicle (10) to the question below to:
9. Australian jumper....or D.H. Lawrence novel! (8) DWPeople Crossword
10. Jimmy, the popular comedian (4) Competition, David Hall, Room
12. Fish-eating hawk which builds a bulky nest (6) 650, Caxton House,
14. Number given to the second point gained by a player 6 -12 Tothill Street, London
in a tennis game (6) SW1H 9NA.
15. It has a spout and a handle and is used for brewing (6)
17. Gesture that encodes a message (6) Competition closes on 15
18. Remains of a cigarette (4) October.
19. Items on display in a museum (8)
21. Voluntary acknowledgments of the truth (10) To be in with a chance of
22. Blair, Blackburn or Bennett (4) winning please tell us what
your favourite feature in this
issue was?
Down ___________________________
2. Continuous tormenting (10) ___________________________
3. Piece of cloth flown on a ship (4)
4. Disease caused by a deficiency of vitamin C (6) Name:
5. Something brought in from another country (6) ..................................................
6. Close-fitting item of hosiery (8) Full address:
7. Deborah, the female star of the movie 'From Here To ..................................................
Eternity' (4) ..................................................
11. Act of taking back a previous statement (10) ..................................................
13. Nation whose head of state is not a monarch (8) ..................................................
16. Bloodsucking African fly (6) ..................................................
17. Place of education (6)
18. Bean, the actor who plays Richard Sharpe in the The winner of the £15 Marks
television series 'Sharpe' (4)
and Spencer voucher
20. Northern Ireland's most famous footballer (4) was Sarah Vaughan
from Wolverhampton BDC.

26 | dwpeople | September 2008

 DWPeople_September_2008:DWPeople_January_2008_edition.qxd
The instant interview
EVERY month an interviewee is
selected at random from the
DWP global address book. This
month our subject is…
from the Change Programme at
Tavis House in London
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10/07/2008 15:25
How long have you worked for
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31 years.
What is the best aspect of your
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At present working on Summer
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Is there anything about your job
that you dislike?
Not knowing what I don't know!!
What’s been the highlight of your
career?
Working with people, team members
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pack call: 0800 781 0662
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New 2 bed, 2 bath apartment. Next
door to Puerto Duquesa Golf club and
Page 27
Which music would you use for
the soundtrack of your life?
Probably the Bridget Jones
soundtrack, but I loved the recent
Abba revival and bought the CD on
Monday.
What’s the best programme on
TV and why?
Question Time. I have an interest in
politics and especially when our
ministers are on.
What is your favourite meal?
Italian, or anything cooked by
someone else!
If you could paint your office in
the colour of your choice, what
would it be and why?
Definitely yellow, it’s sunny and
bright.
Do you have any hobbies?
Yes, Ceroc dancing.
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I’m going to hem my trousers to go
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Septmeber 2008 | dwpeople | 27
DWPeople_September_2008:DWPeople_January_2008_edition.qxd 10/07/2008 15:25 Page 28

dwpeople
Don’t miss next month’s issue, which has features on:

Work-Life Balance

Summer School

Older People’s Day Embracing diversity