“When I tried to sort this out by phone I was passed between offices, each denying it was its responsibility. Hours of hold music, occasionally being cut off – until eventually I was told there had been a computer error and I should visit my local Jobcentre Plus with evidence of my brother’s status.
“When I got there, I was told I needed to go to a different branch because of my postcode. When I pleaded with the staff member simply to stamp my letter rather than send me to the other office to get it stamped there, I was told: “If I do it for you I have to do it for everyone.”
“I looked around the empty office and said that there was no one else, but she refused. I repeated – calmly I might add – that this was for my brother, who was severely disabled. But then a security guard came over and shouted at me to remain behind the line. I asked: “What line?” – there was no line. He shouted that I wasn’t allowed to pass the edge of the desk that separated the staff member from me.
“If this had not been for my brother, at this point I would have been in tears. As I looked around, I thought how my university degrees, my 20 years working as a professional and my supposedly good people skills were all completely useless here. I felt humiliated. I wondered how this experience would make people feel who have to come to Jobcentre Plus and are vulnerable and in need: motivated, or to want to just give up?”
Read the full thing here:
Read, and weep.
This is people behaving like machines. It may well be cheaper, especially given government’s track record with IT, to train humans to act like machines than to train machines to act human.