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When people need to claim benefits, DWP's Customer Management System now provides staff with on-screen information and guidance: less paper is used, and contact centres can stay open longer for customers. An improvement plan has addressed the teething troubles and the Customer Management System is now delivering reliably. A new system release in November 2006 means that cases no longer have to be rebuilt when inaccurate personal information has been recorded. Looking to the future, Jobcentre Plus is refocusing its resources to ensure delivery of the new Employment and Support Allowance by 2008.

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