Source: Liberal Democrats website

http://www.libdems.org.uk/news/government-is-creating-a-faceless-britain-with-remote-and-inhuman-call-centres-clegg.13994.html

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Government is creating a 'faceless Britain' with remote and inhuman call centres - Clegg
6 March 2008

Liberal Democrat Leader Nick Clegg has today launched a campaign against ‘Faceless Britain’: the Government’s increasing reliance on remote call centres to provide essential services.

Research by the party shows that the increasing use of call centres has resulted in the cost being shunted to the user, especially the poorest who have no choice but to call from a mobile phone. The research shows:

· Nearly a quarter of people earning under £11,500 don’t have access to a landline, that amounts to over 2 million people

· Call centres for the Department of Work and Pensions (DWP) are costing mobile phone customers up to £400 million a year

· The cost of an average call to Jobcentre Plus Benefits (40-50 mins) on a mobile can be equal to half a week’s Jobseeker’s Allowance for someone aged over 25.

Liberal Democrat Leader Nick Clegg yesterday met with mobile phone companies, Ofcom and the Citizens Advice Bureau to discuss how the Government could make certain helplines free, regardless of the type of phone used to make the call.

Commenting on the start of the ‘Faceless Britain’ campaign, Nick Clegg said:

"More and more services that used to offer face-to-face contact are being replaced by remote and inhuman call centres leaving consumers paying the price.

"We are witnessing the progression of an unaccountable state, creating increasingly remote services divorced from the people they are supposed to serve.

"So-called ‘freephone’ or local numbers are a prohibitively expensive option for the millions of callers who are reliant on mobile phones.

"Amid soaring tariffs and restrictive call packages, people who can’t afford a landline often find themselves being charged more than a week’s Jobseeker’s Allowance just to make a claim for the benefits owed to them.

"Forcing people to phone up distant call centres is leaving vulnerable people with an annual mobile phone bill of £400 million. I have met with mobile phone companies and the telecomms regulator as a first step in a campaign to make sure the state remains accountable to its citizens."

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Details of the "Faceless Britain" campaign is on the party's website here:

http://consult.libdems.org.uk/faceless/

You can send them your views and comments.

Source: PublicTechnology.net

http://www.publictechnology.net/modules.php?op=modload&name=News&file=article&sid=14582

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Lib Dems attack Government reliance on call centres to provide essential services

The Liberal Democrats Leader Nick Clegg yesterday launched a campaign against ‘Faceless Britain’: the Government’s increasing reliance on remote call centres to provide essential services.

Research by the party shows that the increasing use of call centres has resulted in the cost being shunted to the user, especially the poorest who have no choice but to call from a mobile phone.

The research says:
> Nearly a quarter of people earning under £11,500 don’t have access to a landline, that amounts to over 2 million people

> Call centres for the Department of Work and Pensions (DWP) are costing mobile phone customers up to £400 million a year

> The cost of an average call to Jobcentre Plus Benefits (40-50 mins) on a mobile can be equal to half a week’s Jobseeker’s Allowance for someone aged over 25.

Liberal Democrat Leader Nick Clegg yesterday met with mobile phone companies, Ofcom and the Citizens Advice Bureau to discuss how the Government could make certain helplines free, regardless of the type of phone used to make the call.

Commenting on the start of the ‘Faceless Britain’ campaign, Nick Clegg said:
“More and more services that used to offer face-to-face contact are being replaced by remote and inhuman call centres leaving consumers paying the price.

“We are witnessing the progression of an unaccountable state, creating increasingly remote services divorced from the people they are supposed to serve.

“So-called ‘freephone’ or local numbers are a prohibitively expensive option for the millions of callers who are reliant on mobile phones.

“Amid soaring tariffs and restrictive call packages, people who can’t afford a landline often find themselves being charged more than a week’s Jobseeker’s Allowance just to make a claim for the benefits owed to them.

“Forcing people to phone up distant call centres is leaving vulnerable people with an annual mobile phone bill of £400 million. I have met with mobile phone companies and the telecomms regulator as a first step in a campaign to make sure the state remains accountable to its citizens.”

The Liberal Democrats said: "One example where this is particularly damaging is in Government call centres. In recent years, DWP and other Government departments have made significant changes to the way that services are delivered. Many local offices have been closed, with customer contact now being handled over the phone."

"Although 0800 numbers are often advertised as free, this is rarely the case for mobile phones, making it often expensive and inconvenient for those reliant on mobile phones - for instance, low-income families using Pay As You Go mobiles as a necessary budgeting device. Indeed, most mobile phone operators do not make a distinction between 0800 and 0845 numbers, which are not included in any call packages or tariffs."

Liberal Democrat research on Government call centres has revealed:
• It can cost up to £36 just to make a claim for benefits. This is over half a week’s Jobseeker’s Allowance for someone over 25, and more than a week’s Jobseeker’s Allowance for a 16-17 year old.

• Department for Work and Pensions contact centres alone are costing callers up to £400 million a year in mobile phone bills.

Nick Clegg yesterday met with mobile phone companies, Ofcom, Citizens Advice Bureau and other interested organisations and individuals to discuss how to overcome the barriers that prevent certain Government ‘lifelines’, such as benefits and crisis loan helplines, becoming free at the point of access - regardless of the type of phone used to make contact.

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Source: Yorkshire Post

http://www.yorkshirepost.co.uk/news/Big-bills-as-State-ignores.3849677.jp

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Big bills as State ignores warnings

By Jonathan Reed, Political Editor

Callers are being left with big phone bills as Government departments and agencies ignore warnings from regulators and rake in millions of pounds by using higher-rate 0870 and 0845 numbers for call centres and helplines.

The Driver and Vehicle Licensing Agency (DVLA) has made more than £2.5m from 0870 numbers – which cost more than normal national calls – since last April. Regulator Ofcom says these should not be used by Government bodies.

The Department for Work and Pensions (DWP) made more than £1.4m from 0845 lines over two years.

The Liberal Democrats claim mobile phone customers are even falling foul of 0800 numbers which are only free from landlines – which means people spend £400m a year on calls to the DWP with an average call costing half a week's Jobseeker's Allowance.

Leader Nick Clegg this week met mobile phone companies, Ofcom and the Citizens Advice Bureau to press for key Government helplines to be free whatever type of phone the call is made from. He has now launched a campaign against "Faceless Britain".

"More and more services that used to offer face-to-face contact are being replaced by remote and inhuman call centres leaving consumers paying the price," said Mr Clegg, MP for Sheffield Hallam.

"We are witnessing the progression of an unaccountable State, creating increasingly remote services divorced from the people they are supposed to serve. So-called 'freephone' or local numbers are a prohibitively expensive option for the millions of callers who are reliant on mobile phones."

Non-geographic numbers such as 0870 and 0845 are rarely included in calls packages and some phone companies charge them at a higher rate than 01 or 02 numbers.

Information revealed in a series of parliamentary questions show the DWP and its agencies have 11,764 non-geographic phone numbers, with the department receiving £1,463,738.45 from 0845 lines between October 1, 2005, and November 30, 2007. It has since changed the deal and no longer receives any income.

The Driving Standards Agency (DSA) has made £404,043 since last April and the Vehicle and Operator Services Agency £62,894.

The Ministry of Justice, Department for Business, UK Debt Management Office, Department for Innovation, Department for Communities and Foreign Office are among the other arms of Government using 0870 or 0845 numbers.

Although not all of them profit from the lines, Ofcom advises against their use and is about to produce plans to make call costs more transparent.

A DVLA spokeswoman said it introduced 0870 numbers in 1999 to "address the imbalance" that meant people living nearer to Swansea were getting cheaper calls, but said it would not be changing numbers until Ofcom's recommendations were published.

"The cost of publicity would be borne twice if the new report recommended other alternatives to 0845 and 0870 numbers," said a spokeswoman.

The Liberal Democrats are concerned even supposedly free 0800 numbers penalise mobile phone users who are charged for the calls.

A spokesperson for the DWP – which could shed 1,500 jobs in Yorkshire over the next three years – said: "We cannot get away from the fact that mobile phone companies do charge fees. However, we have gone to great lengths to ensure that customers can reach us through alternative routes and we can always call them back."


Last Updated: 06 March 2008 9:28 AM

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Source: South Wales Lib Dems

http://southwaleslibdems.org.uk/news/000468/assembly_member_backs_campaign_for_reform_government_call_centres.html

Assembly Member backs campaign for reform government call centres
12.00.00am GMT Fri 7th Mar 2008

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Welsh Liberal Democrat spokesperson for Social Justice, Communities and Housing, Peter Black, has backed a Welsh Liberal Democrat campaign to humanise government by reforming the 'call centre culture' in Britain.

The 'Faceless Britain' campaign being run by the Liberal Democrats is based on research by the party, which shows that the increasing use of call centres has resulted in additional costs to the user, particularly the poorest who have no choice but to use a mobile phone. The research shows that a quarter of those earning less than £11,500 do not have access to a landline. The cost of a 40-50 minute call to Jobcentre Plus Benefits from a mobile can be equal to half a weeks Jobseekers Allowance for someone aged over 25.

"It is simply unfair for the government to allow the use of 0845 numbers which cost the users of government services £400 million a year." said Mr Black. "Many of the people who use these lines are the most vulnerable in our society and the most in need. How can the government justify forcing people to phone an expensive number in order to get the details of how to apply for a job, when the details may be free online if you go direct to the employer?"

"Mobile phone operators do not make a distinction between 0845 numbers and 0800 numbers either, meaning that phonecalls that could be free are not. If the government was to ensure that a normal 01 or 02 number was also available, mobile phone users may not have to pay extra call charges or can use 'free minutes.' There are simple steps that can be taken to help people, but the government is just not interested."
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Source: Chelmsford Chatter (Stephen Robinson's blog - Lib Dem candidate)

http://chelmsford-stephenrobinson.blogspot.com/2008/03/non-emergency-number-to-call-essex.html

Thursday, March 13, 2008
Non-emergency number to call Essex Police

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It should be easier to phone Essex police now when you have a non-urgent query. The new number is 0300 333 4444. This is one of the new numbers that begin 03: they are charged at the same rate as 'landline' 01245- / 020- numbers, so it is included in inclusive minutes packages from phone companies. (Further explanation on the police website.)

Well done Essex Police for keeping costs down for callers, unlike Mid Essex Hospitals who use the fairly expensive 0844 numbers (and, even worse, other organisations including some Government departments who use 0870 numbers).

Nick Clegg is campaigning against these cost burdens as part of the Lib Dem campaign against Faceless Britain.

To avoid 0870 numbers, I often use the excellent SayNoTo 0870 website.
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Source: Mirror

http://www.mirror.co.uk/news/top-stories/2008/06/16/scandal-of-400m-a-year-bill-for-people-on-benefits-using-0800-government-helplines-115875-20609144/

Scandal of £400m-a-year bill for people on benefits using 0800 Government helplines
Exclusive by Bob Roberts 16/06/2008

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People on benefits are paying up to £400million-a-year calling Government "freephone" numbers, a report said yesterday.

Around 2.2 million - often the poorest in Britain - no longer have landlines and rely on mobiles to make calls.

But a study found this means they have to pay high mobile phone charges for calling Government 0800 and 0845 numbers if they need benefits or advice. A 90-minute call to claim JobSeeker's Allowance can cost £36 in phone charges for a benefit that is worth £35-aweek to teenagers.

The 11 million calls from mobiles to the Department of Work and Pensions cost users between £222million to £400million a year.

Liberal Democrat MP Danny Alexander, who helped draw up the report, said: "This cannot be allowed to continue.

"Certain Government 'lifelines', such as benefits and crisis loan helplines, should be free at the point of access. This should be regardless of the type of phone." And MP Julia Goldsworthy said it reflects "Faceless Britain" where more and more services are over the phone instead of face-to-face.

A senior Government source said they would look at the cost of calls but added: "We cannot get away from the fact mobile phone operators make call charges." Ministers plan to move Government phonelines to new "03" numbers which will charge the same as calling a landline.

£400 Million
Cost of calls from mobiles to Department of Work and Pensions

£3.4M
Amount made by the DVLA's 0870 number in the last financial year

£2.2M
people don't have landlines and forced to use mobile

£36
Cost of calls to claim £35 a week benefit
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Any idea where this £400 million figure for calls to the DWP came from Dave?

I don't suppose you are by any chance a Lib Dem supporter are you? ;) :-/

While it is welcome the Lib Dems have identified the problem I think they are failing to single out the most culpable part of the New Labour apparatus that has permitted this sorry situation to come about about and that could have stopped it in its tracks at any stage by more competent regulation.  Namely Ofcom.

Who do we have to thank for all phone companies other than BT still calling 0845 and 0870 Local Rate and National Rate on their bills with impunity when they could act to stop it (as Ofcom control phone bill content for the big operators).  Why its Ofcom.  And who do we have to thank for not asking the Competition Commission to investigate the ludicrous and quite unjustifiable charges levied by BT Payphone and mobile phone operators to call 084 and 087 prefixed numbers.  Why again its Ofcom.

Which body has as their principal duty protecting and promoting the rights of uk citizens and uk consumers in communications markets - why its Ofcom.

Who has not promoted the evils and higher costs of calling numbers that start 084 and 087 and yet control the national telephone number plan.  Why its Ofcom once again.

I could go on........................ ::)

Source: MoneySavingExpert.com

http://www.moneysavingexpert.com/news/phones/2009/09/lib-dems-demand-free-calls-to-custo

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Lib Dems demand free calls to customer service lines

Guy Anker
News Editor
9 September 2009

The Liberal Democrats are campaigning for a shake-up of customer service standards in Britain, including free calls to helplines.

In a series of proposals outlined this week, Lib Dem Shadow Business Secretary John Thurso also states it is vital consumers have the opportunity to speak to a human being, not just an automated service.

The plans also call on energy firms to publish full tariff information on bills and the immediate clearing of money transferred via the banking system.

The proposals include introducing a 'Universal Service Code' for organisations providing a service to the public.

This would be compulsory for public bodies, but voluntary for private firms, though it is hoped all major utility firms and banks will sign-up.

[…]

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More on this from the Liberal Democrats website:

http://www.libdems.org.uk/media_centre_detail.aspx?title=Customers_should_be_able_to_speak_to_a_human%2c_not_an_automated_message_-_Thurso_&pPK=f4ebbd44-1d39-49aa-ac41-55dfc5bd807f

Typical from a two bit political party that has no chance of becoming a government, it is so easy to criticize when in opposition or when you have no chance of your "proposals" being implemented by your own party, their only chance is for the governing party to pick it up, and there is not much chance of that!

The suggestion that only parties with the imminent prospect of forming a single party national government should engage in Politics offers an interesting slant on the principles of democracy. Should we, who do not even seek election, also remain silent?

My comments on the current, ill-considered, proposal are found in this blog entry.

I have not yet conducted research into LibDem led local authorities using revenue sharing numbers.

***  Information revealed in a series of parliamentary questions show the DWP and its agencies have 11,764 non-geographic phone numbers, with the department receiving £1,463,738.45 from 0845 lines between October 1, 2005, and November 30, 2007.It has since changed the deal and no longer receives any income.  ***

Not getting income from the phone number isn't the same as "cutting the price that the caller pays".  Users would prefer the latter action.

catj wrote on Sep 21^st, 2009 at 2:09am:

***  Information revealed in a series of parliamentary questions show the DWP and its agencies have 11,764 non-geographic phone numbers, with the department receiving £1,463,738.45 from 0845 lines between October 1, 2005, and November 30, 2007.It has since changed the deal and no longer receives any income.  *** Not getting income from the phone number isn't the same as "cutting the price that the caller pays".  Users would prefer the latter action.

This "not getting income" nonsense is known to be rubbish as the net cost of departmental telephone services did not rise by £1.5 million.

This business of giving misleading answers to parliamentary questions is being addressed, largely "behind the scenes". A published element of this work is seen in: http://www.cabinetoffice.gov.uk/media/218872/numbering_clarification.pdf.