Experienced staff, like my best friend, predicted this would happen years ago. When there was relatively full employment, experienced staff were made redundant as they had the highest salaries, replaced by staff and a computer and 6 weeks training, using an American computer system that was out of date before it was introduced, and couldn't be programmed to include every possible option from the DWP system. Local offices closed, replaced by a computer. I'm near Southampton, Computer in Chippenham or Cheltenham!
Universal credit during coronavirus : now is an opportunity to fix it.
As many in the UK turn to the benefit, a new study of Northern Ireland claimants shows how it could be better implemented.
https://www.theguardian.com/society/202 ... -claimants
Makes very interesting reading.