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The Universal Jobmatch system and bogus and non-compliant postings
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TITLE: The Universal Jobmatch system and bogus and non-compliant postings
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- Enclosure_1_Detailed_Overview_of_Universal_jobmatch.pdf | https://www.whatdotheyknow.com/request/the_universal_jobmatch_system_an/response/555682/attach/4/Enclosure%201%20Detailed%20Overview%20of%20Universal%20jobmatch.pdf?cookie_passthrough=1 | application/pdf | 927424 bytes
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- Enclosure_2_Letter_from_Amyas_Morse_to_Frank_Field_2.pdf | https://www.whatdotheyknow.com/request/the_universal_jobmatch_system_an/response/555682/attach/5/Enclosure%202%20Letter%20from%20Amyas%20Morse%20to%20Frank%20Field%202.pdf?cookie_passthrough=1 | application/pdf | 754340 bytes
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MESSAGE 1 [outgoing]
HEADER: Frank Zola
9 August 2014
Delivered
--------------------------------------------------------------------------------
Dear National Audit Office,
Please email me a copy of the 10 page Universal Jobmatch information detailed below:
Now, we have exclusively obtained a 10-page document by the National Audit Office (NAO) entitled "The Universal Jobmatch system and bogus and non-compliant postings"
http://www.channel4.com/news/universal-j...
Yours faithfully,
Frank Zola
================================================================================
MESSAGE 2 [incoming]
HEADER: FOI, REQUESTS,
11 August 2014
--------------------------------------------------------------------------------
OUR REFERENCE: FOI-832
Dear Mr Zola,
Thank you for your request for the following information:
* Copy of an NAO document entitled "The Universal Jobmatch system and
bogus and non-compliant postings"
This is referred to in a Channel 4 news item found at the web link which
you included in your email.
Your request was received 11 August 2014 and I am dealing with it under
the terms of the Freedom of Information Act 2000. Please contact the FOI
team should you have any queries about this email.
Yours sincerely,
Joseph da Silva | FOI Team
National Audit Office, 157-197 Buckingham Palace Road, Victoria, London,
SW1W 9SP
Telephone: +44 (0)20 7798 7264 | Web: [1]
http://www.nao.org.uk/
Helping the nation spend wisely
The information contained in this email, and any files transmitted with
it, is intended only for the individual or entity to whom it is addressed.
Such information may be confidential and privileged, and no mistake in
transmission is intended to waive or compromise such privilege.
If you have received the email in error, please notify the NAO's Post
Master at mailto: [
email address
].
This footnote also confirms that this email message has been swept for the
presence of computer viruses.
Please visit our website at
www.nao.org.uk
show quoted sections
Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.
References
Visible links
1.
http://www.nao.org.uk/
================================================================================
MESSAGE 3 [incoming]
HEADER: FOI, REQUESTS,
29 August 2014
--------------------------------------------------------------------------------
3 Attachments
FOI 832 Response.pdf
514K
View
Download
Enclosure 1 Detailed Overview of Universal jobmatch.pdf
905K
View
Download
Enclosure 2 Letter from Amyas Morse to Frank Field 2.pdf
736K
View
Download
Dear Mr Zola,
Please find, attached, a letter in response to your recent Freedom of
Information request, together with two documents being released.
Yours sincerely,
Joseph da Silva | FOI Team
National Audit Office, 157-197 Buckingham Palace Road, Victoria, London,
SW1W 9SP
Telephone: +44 (0)20 7798 7264 | Web: [1]
http://www.nao.org.uk/
Helping the nation spend wisely
The information contained in this email, and any files transmitted with
it, is intended only for the individual or entity to whom it is addressed.
Such information may be confidential and privileged, and no mistake in
transmission is intended to waive or compromise such privilege.
If you have received the email in error, please notify the NAO's Post
Master at mailto: [
email address
].
This footnote also confirms that this email message has been swept for the
presence of computer viruses.
Please visit our website at
www.nao.org.uk
show quoted sections
Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.
References
Visible links
1.
http://www.nao.org.uk/
================================================================================
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ATTACHMENT: Enclosure_1_Detailed_Overview_of_Universal_jobmatch.pdf
TEXT_FILE: Enclosure_1_Detailed_Overview_of_Universal_jobmatch.pdf.txt
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--- PDF page 1 ---
1
The Universal Jobmatch system and bogus and non-compliant postings
July 2014
Background
1. The Department for Work and Pensions introduced Universal Jobmatch in November
2012. Similar to commercial websites such as monster.co.uk, it allows jobseekers to
search and apply for jobs. It currently has more than 500,000 employer accounts, 1
million active jobseekers and 6 million job searches a day. The Department
increasingly expects jobseekers to use Universal Jobmatch as part of their weekly job
search requirements in order to qualify for Jobseeker’s Allowance.
2. Universal Jobmatch allows employers and jobseekers to advertise and search for job
vacancies themselves. As 25 per cent of jobs can now only be found online Universal
Jobmatch widens jobseekers’ access to opportunities. Through Universal Jobmatch the
Department aims to help jobseekers find suitable positions more quickly and improve
their access to job search services. The touch-screen terminals in Jobcentres, known
as ‘Jobpoints’ have been removed.
3. Universal Jobmatch allows employers to register job vacancies free of charge and
jobseekers to search and apply for jobs at any time (Figure 1).
Figure 1: The Universal Jobmatch process
Source: National Audit Office
--- PDF page 2 ---
2
4. The Department pays Monster Government Solutions UK (Monster), a private sector
job search company, to deliver the Universal Jobmatch system. Monster is contracted
to administer Universal Jobmatch from a technology, service and compliance
perspective. This includes running various checks for bogus or non-compliant activity
and managing a fraud and compliance team alongside the Department’s own team.
The Department retains overall responsibility for the direction, procedures and
policies of Universal Jobmatch. The Department pays £4 million a year in service
maintenance.
Scale of fraud and non-compliant jobs
5. Between November 2012 and mid-July 2014, Department data showed it withdrew
1,833 employer accounts, covering at least 250,000 vacancies, from the Universal
Jobmatch system. Accounts can be withdrawn for various reasons, not all of which
constitute fraud or misuse (Figure 2). The Department categorises misuse between:
Bogus jobs: Fraudulent postings and non-financially motivated false postings where
there is no genuine employer or it is unclear why the job has been advertised.
Genuine jobs: Duplicate or inaccurate jobs which do not meet the terms and
conditions. This includes, for example, overseas and potentially discriminatory jobs
and those not paying the minimum wage.
Figure 2: Type and scale of fraudulent and non-compliant jobs
Notes:
1.
Impact on individuals excludes distress and opportunity costs.
2.
The Department has not identified the use of premium rate lines as an issue.
3.
Numbers of the accounts and vacancies withdrawn covers 19 months from November 2012 to 14 July 2014.
4.
Genuine accounts and jobs include those identified by the Department through its February 2014 review of inappropriate accounts
(443 accounts/ 248,723 vacancies).
5.
Monster compiles its own data showing the number of accounts withdrawn. This shows 2,700 companies withdrawn of which 956
bogus and 1,754 genuine. The Department does not reconcile this data.
Source: Department for Work and Pensions and National Audit Office
--- PDF page 3 ---
3
Bogus jobs
6. Since the introduction of Universal Jobmatch, the Department has withdrawn 916
bogus accounts, covering 12,528 job vacancies. The Department does not breakdown
the number of bogus accounts. It accepts that fake jobs and scraping occur across the
Universal Jobmatch system but feels this is minimal. It estimated that 0.06 per cent of
new vacancies placed on Universal Jobmatch since November 2012 have been
removed as bogus. Further fraud could exist that has not yet been identified. The
Department does not estimate undetected fraud and has not tested the success of the
controls designed to identify bogus jobs. The Department routinely receives data from
Monster on the number of accounts withdrawn based on Monster records. It does not
reconcile this data to its own data to validate information and better understand the
reasons behind bogus cases. Before Universal Jobmatch, the Department identified
185 bogus employers in 2011 and 145 in 2012.
7. In December 2013, the Department investigated a rogue employer, Options 4 Families,
who interviewed jobseekers at Birkenhead Jobcentre and requested payment for
criminal record checks. It refunded jobseekers based on their individual circumstances
and financial loss. The Department has subsequently reviewed its processes. Figure 3
describes how the Department applied its controls in this instance.
Figure 3: Detailed description of the recent example of fraud
--- PDF page 4 ---
4
Source: National Audit Office
8. The Department refunded the individuals identified as having paid for criminal checks
the costs incurred and is reviewing its processes for authenticating employers
proposing to use the Department’s premises. Our review did not identify any further
instances of this type of fraud. The Department has in place a combination of
automated and undocumented manual checks, as detailed in the attached overview,
but these do not mitigate the risks of such a fraud happening again.
9. The Department does not view the levels of fraud across the Universal Jobmatch
system as out-of-control and does not see fraud as a persistent problem. Differences
between Universal Jobmatch and commercial job search websites make comparisons
as to the level of fraud difficult. Universal Jobmatch faces a higher risk of bogus cases
than commercial job search websites. Differences include:
Unlike commercial websites, the Department does not charge employers for posting
jobs and accessing CVs. This removes a potential deterrent for fraudsters and
makes the system more open to employers posting the same or similar jobs
multiple times to encourage applications.
As a government website, individuals disagreeing with the Department’s decisions
and policies will continually seek to post joke or inappropriate jobs to discredit the
Department.
Genuine but non-compliant jobs
10. Since the roll-out of the Universal Jobmatch system the Department has withdrawn
917 genuine accounts. It identified almost half of these (443 accounts covering
248,723 vacancies) through an ad hoc review in February 2014 which followed media
attention and an increase in multi-marketing level opportunities. The review focused
on identifying inappropriate use of the Universal Jobmatch system. In March 2014,
Lord Freud indicated to Parliament that this review involved investigating 179
accounts, advertising 352,569 jobs, which potentially breached the Department's
terms and conditions
11. The Department does not breakdown data across the types of genuine accounts
withdrawn. This includes:
Multi-level marketing opportunities such as catalogue or selling opportunities.
Recruited applicants will be responsible for selling goods, often cleaning and
household products, directly to the public. Individuals are then paid a share of
their sales, alongside a share of the sales generated by those they recruit. The
Department estimated 10,000 such jobs were added to Universal Jobmatch in
January 2014 and that 140,000 jobs have been removed since February 2014
--- PDF page 5 ---
5
Other genuine jobs not meeting the Department’s terms and conditions such as
overseas job, voluntary postings, foster care vacancies and jobs not paying the
minimum wage.
Duplicate jobs, which the Department estimates as 12 per cent of vacancies. These
can arise from employers posting similar jobs, to keep their job at the top of
search results, and the use of Job Boards. Universal Jobmatch uploads jobs from a
number of Job Boards which constitute an estimated 48 per cent of Universal
Jobmatch vacancies. The Department and Job Boards are working to reduce the
risks associated with duplicate jobs. To upload jobs, Job Boards must confirm a job
exists, have permission to advertise and remove a job once filled. The Department
accepts duplicate job entries as an inevitable consequence of an online
recruitment service using Job Boards.
12. Although, given its nature, Universal Jobmatch will never be resistant from bogus
postings Monster has identified potential improvements to the system that could
reduce the risk of fraud. It operates various tools, processes and techniques on its
commercial job search website to protect users from fraudulent activity. Universal
Jobmatch does not currently use all these techniques. Monster has proposed these
changes to the Department.
Processes for identifying and investigating bogus and non-compliant postings
13. To help identify bogus and non-compliant jobs and employers, the Department and
Monster conduct a series of checks across the Universal Jobmatch system including:
when employers register and post jobs;
jobseekers search and apply for jobs;
continually on jobs recorded on Universal Jobmatch; and
processes to investigate potentially bogus and non-compliant jobs.
Employers register and post jobs
14. The Department conducts a manual check to determine the validity of all new
employers and identify potentially fraudulent employers when they first register to
use Universal Jobmatch (Figure 4). To register, employers must provide contact
details, a valid e-mail address and details on the type of business and number of
employees. The Contact Centre conducts internet searches and uses common sense to
confirm the identity of an employer. There is no formal guidance on the depth or
nature of this check. Local employer teams, responsible for building relations with
employers in Jobcentres, do not feed into this assessment. Commercial job search
websites generally undertake enhanced company vetting involving in-depth checks,
such as against other government department’s records.
15. Both the Department and Monster conduct automated checks on all new jobs manually
posted to Universal Jobmatch by employers (Figure 4). This does not include jobs
--- PDF page 6 ---
6
uploaded through Job Boards. Job Boards conduct their own checks and these jobs will
be covered by the Fraud Query Tool run daily by Monster.
Jobseekers search and apply for jobs
16. Jobcentres and the Universal Jobmatch website provide jobseekers guidance on how
to apply for a job, including on how to protect their personal details. The Department
recently introduced more explicit guidance for jobseekers on what a fraudulent or
inappropriate job posting could look like and inappropriate information, such as
personal details, to include in their CV.
17. When applying for a job, jobseekers contact with the Department will vary.
Jobseekers may apply for jobs through Universal Jobmatch or directly with employers.
Many employers will conduct interviews, some of which can be conducted at
Jobcentres. When an employer seeks to use Jobcentre premises, local employer
advisors, who help employers fill vacancies, should satisfy themselves that employers
are genuine employers. This could be done through internet searches on company
background, company house searches, local knowledge and information from business
forums and organisations. Checks do not have to be documented. Following a
fraudulent employer recently using Jobcentre premises the Department is developing
a ‘learning framework’ to improve the professionalism of staff and reflect lessons
learnt.
Figure 4: Controls over new employer registration and new, manual job postings
Notes: Checks conducted on manually posted jobs only and not those uploaded through Job Boards which will be checked by the Fraud
Query Tool. Table shows checks conducted on new employers and new jobs before they go-live on the system.
Source: Department for Work and Pensions and Monster
--- PDF page 7 ---
7
Continuing review of jobs and employers already registered on Universal Jobmatch
18. The Department uses various controls to identify potentially bogus or non-compliant
jobs (Figure 5) that have been posted on Universal Jobmatch. This includes routine
tools run by Monster, ad hoc investigative reviews by the Department and feedback
from jobseekers. The Department estimates that half the bogus cases investigated had
been identified through Monster analysis, 22 per cent from Departmental investigations
and 19 per cent from jobseekers (Figure 6).
Figure 5: Routine controls over the Universal Jobmatch system
Notes: Bogus cases can also be identified through checks on new employers and jobs as outlined in Figure
4. Monster escalations include cases identified through routine controls and the Fraud Content Filter run
on new jobs.
Source: Department for Work and Pensions and Monster
--- PDF page 8 ---
8
Figure 6: Source of bogus cases investigated by the Department
Source
Number
Percentage
Monster
520
57
Employer Complaints Team
188
21
Customer (Jobseeker)
123
13
Employer Adviser
34
4
Contact Centre
32
3
Other
16
1
None recorded
3
0
Total
916
Notes: Source of bogus cases from the start of Universal Jobmatch in November 2012 to the latest position
on 14 July 2014. Monster collates their own data on the source of bogus and genuine jobs investigated
since go-live. Of the 4,755 cases logged, 73 per cent (3,455) had been identified by Monster, 19 per cent
(894) by jobseekers and 9 per cent (406) by the Department.
Source: Department for Work and Pensions
Investigating potential bogus and non-compliant jobs
19. The Department has overall responsibility for the direction, procedures and policies of
the Universal Jobmatch system. Monster can immediately suspend a job or employer
when they suspect fraud or non-compliant activity but the Department retains
responsibility for determining whether postings should be suspended. The Department
has processes in place to investigate potential bogus and non-compliant jobs before
withdrawing (Figure 7).
20. Up to November 2013, Monster escalated all cases it identified of potential bogus and
non-compliant activity to the Employer Complaints team. From November 2013, it
escalates enquiries to either the Contact Centre or Employer Complaints team. The
Employer Complaints team investigates potential fraud, abuse and reports of
inappropriate offline activity. The Contact Centre investigates minor issues of non-
compliance, such as discrimination or unpaid internships, which could more easily
comply with Universal Jobmatch terms and conditions.
--- PDF page 9 ---
9
Figure 7: Process for investigating potential bogus and non-compliant jobs and
accounts
Source: Department for Work and Pensions and Monster
Glossary of terms
Contact Centre
Departmental team responsible for conducting checks on new
employers, handling some jobseeker enquiries and resolving
instances of jobs not meeting terms and conditions. Known as the
helpdesk.
Bogus accounts/ jobs
Fraudulent and non-financially motivated false postings where
there is no genuine employer or it is unclear why the job has been
advertised.
Employer Complaints Team
Departmental team of two responsible for investigating potentially
bogus jobs and accounts. They recently undertook an in-depth
review of jobs on the Universal Jobmatch system not meeting the
terms and conditions.
Fraud Content Filter
Monster’s primary fraud detection tool which filters key words,
company names, company e-mail domain and IP address. Filter
applies to all new jobs posted on Universal Jobmatch and
automatically suspends jobs not passing the filter for 24 hours.
--- PDF page 10 ---
10
Fraud Query Tool
Similar to the Fraud Content Filter, the tool runs a filter to draw
out low and medium risk words. Tool run across the Universal
Jobmatch system at least once a day. Jobs not passing the filter,
automatically suspended
Fraud and Compliance team
Monster’s team of seven staff responsible for running fraud tools
and investigating anomalies across the Universal Jobmatch system.
Where they identify potentially fraud or inappropriateness they can
suspend jobs or employers.
Local Employer teams
Termed Employer Engagement teams, teams are based in local
Jobcentres and are primarily responsible for building relationships
with employers and helping them fill vacancies. They also
investigate potentially bogus employers on behalf of the Employer
Complaints team and ascertain the validity of employers seeking to
use the Department’s premises.
Genuine accounts/ jobs
Duplicate or inaccurate jobs which do not meet the terms and
conditions. This includes overseas and discriminatory jobs and those
not paying the minimum wage.
Job Boards
Commercial job search websites, such as monster.co.uk and CV
library, where employers register vacancies for a fee. Universal
Jobmatch uploads vacancies from some Job Boards.
New employer check
Manual check conducted by the Contact Centre on all new
employers registering on the system.
Vacancy taking rules
Automatic check run by the Contact Centre on the content of all
new jobs to identify key words. Jobs not passing the rules will be
flagged for investigation.
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ATTACHMENT: Enclosure_2_Letter_from_Amyas_Morse_to_Frank_Field_2.pdf
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National Audit Office
Comptroller and Auditor General
Sir Amyas Morse KCB
Frank Field MP
House of Commons
LONDON SWlA OAA
Helping the nation spend wiselY
Telephone
Facsimile
Email wotk
+44 (0)20 7798 7777
+44 (0)20 7798 7990
a mya s. m orse@) nao.g si. gov. u k
Reference
GF11121t14
18 July 2014
Date
S*"^^,'N"ÇG\$.'
Í:ll/-\lJl) lN f Hl: L-JNìVL:lì.S,¿\1. .JOi,Ji\,1;\ì Ol'l
Thank you for your letter of 4 March, and the additional emails and letters from constituents you
forwarded on 17 March. You raised concerns about fraud in the Department for Work and
pensions' Universal Jobmatch service and provided evidence on the recent fraud involving
Options4Families. You asked me to investigate the scale of job fraud across the programme.
I have taken my time to write back to you as I wanted to thoroughly understand the issues
before replying. I enclose an overview of the Universal Jobmatch service, which explains the
scale of bogus or non-compliant jobs and the Department's approach to identifying and
preventing them. I thought it would be helpful in this letter to summarise my view of the service,
The scale of bogus or non'compliant Jobs
There are two broad types of misuse of the Universal Jobmatch service. The Department
ditferentiates between jobs which are bogus (e.g. fraudulent or spoof postings) and jobs which
are genuine but non-compliant with terms and conditions (e,9. duplicate postings of the same
job). Between November 2OiZ and mid-July 2014 the Department withdrew 916 bogus accounts
covering 12,528job postings, and 917 non-compliant accounts covering around 250'000 job
postings. The Department does not collect data showing how much money jobseekers have lost
as a result of fraud,
The extent of fraud may be greater than the recorded number of bogus accounts withdrawn if
fraud remains undetected. The Department does not estimate undetected fraud, but believes
that the overall scale of fraud is limited, The Department and its contractor Monster conduct a
range of checks and analysis to try to detect fraud, lt is also likely that jobseekers would report
widespread fraud involving any payments,
Overall we have no evidence to suggest that fraud is more widespread than the Department's
figures suggest, but we have recommended to the Department that it estimates undetected
fraud and tests the success of its different controls. We also found a significant difference
between the Department and Monster's estimates of the number of bogus and genuine
accounts withdrawn, The Department has not reconciled these datasets and we have
recommended this as an important first step in understanding the type and levels of fraud.
INVESTORS
IN PEOPLE
157-1g7 Buckingham Palace Road, Victoria, London swlw gsP 020 7798 7000 www nao.org,uk
û
--- PDF page 2 ---
Factors contributing to bogus or non-compliant jobs
As well as the scale of misuse in the Universal Jobmatch service, we considered the underlying
factors that might contribute to bogus or non-compliant jobs, We identified two elements of the
process that increase risks of misuse relative to commercial search websites:
.
Weaker controls over the registration of new employers: When a new employer first
registers to use the Universal Jobmatch system, the Department conducts a manual check
of the employe/s details. lt does not have formal guidance and policies on the scope,
depth and nature of this check, The check was designed by the Contact Centre who
conducts it and involves reviewing the name, address and job content to 'see if anything
looks suspicious', Local employer teams, responsible for building relations with employers,
do not feed into this assessment. Commercialjob search websites generally undertake
enhanced company vetting against a more clearly specified list of checks and use
available data and records,
.
Lack of charging: Unlike commercial job search websites, Universal Jobmatch does not
charge employers for posting jobs or accessing CVs. This removes a potential deterrent to
employers posting the same or similar jobs multiple times to encourage applications. The
Department accepts the existence of duplicate jobs but sees this as an inevitable
consequence of how the system has been set up,
ln both cases the Department designed the Universal Jobmatch service to make it accessible to
employers and encourage them to post jobs. Employer checks or charges could have deterred
employers by making the service more difficult or time-consuming to use. Universal Jobmatch
takes nearly half of all its listed jobs from other job boards, greatly expanding the number of jobs
that users can see and inevitably leads to duplication.
The Department is reviewing its processes for allowing employers to use jobcentre premises, in
light of the fraud involving Options4Families. We have recommended to the Department that it
also reviews its processes for new employer registration, and develops a more explicit
assessment of the balance between preventing fraud and improving accessibility.
Thank you for raising your concerns with me. lt is obviously of great importance that the
Department gets the right balance between an accessible job search website and protecting its
users, We have no current plans to conduct a more substantial investigation of the Universal
Jobmatch service, I hope nonetheless that I have addressed the concerns you raised.
I appreciate your continued interest in this area.
,[\f\,-,
E MORSE
157-197 Buckingham Palace Road, Victoria, London SWlW gSP 0207798 7000 www.nao.org,uk
úr\ tNvrsrons
\¡r' n PEoPLE
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ia)
National Audit Office
Helping the nation spend wisely
Switchboard +44 (0)20 7798 7000
Facsimile
— +44 (0)20 7798 7070
Frank Zola
By email to:
,
7
Direct Line
+44 (0)20 7798 7264
request-224181-e16232f8@whatdotheyknow.com
Email
FOl@nao.gsl.gov.uk
Location
Green 2
Reference
FOI 832
Date
29 August 2014
Dear Mr Zola,
Freedom of Information request - Universal Jobmatch document
Thank you for your email of 9 August 2014 in which you asked for a 10-page document by the
National Audit Office (NAO) entitled "The Universal Jobmatch system and bogus and non-
compliant postings".
;
Your request is being handled under the terms of the Freedom of Information Act 2000.
Enclosure 1 provides the document requested,
Additional Information you may find helpful
We are also providing you with Enclosure 2, the letter from the Comptroller and Auditor General
to Frank Field MP that included the overview of the Universal Jobmatch system as an
enclosure.
| hope you find this response helpful. Annex A sets out the steps you should take if you are not
satisfied with the way we have handled your request for information under the Freedom of
Information Act 2000.
Yours sincerely
sig
Nick Lacy
Head of Policy and Legal Advice
4]
INVESTORS
157-197 Buckingham Palace Road, Victoria, London SW1W 9SP_ 020 7798 7000 www.nao,org.uk
IN PEOPLE
--- PDF page 2 ---
Annex A
Statement of Policy
Our policy is to respond to requests made under the Freedom of Information Act as helpfully
and promptly as possible, having regard to the principles set out in the Act. | therefore hope you
are happy with the way we have handled your request. If you are not, then you should take the
following steps.
In the first instance, write to the National Audit Office Freedom of Information (FOI) Team at
FOlI@nao.gsi.gov.uk or by post to:
FOI Team, Green 2, National Audit Office, 157-197 Buckingham Palace Road, London, SW1W
9SP
The Head of FOI will arrange a review, which will be conducted by a senior member of staff who
was not involved in decisions relating to your original request. Once the review has been
completed we will write informing you of the outcome.
If you are not content with the outcome of the internal review, you have the right to apply directly
to the Information Commissioner for a decision. The Information Commissioner can be
contacted at:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF