THE opening of a new call centre in the North-East next month will see the next stage of how benefits are delivered in the region put into place.

Two Jobcentre Plus offices in north Durham communities are to close on March 12 and staff will be transferred.

Six people from Milburngate House, Durham, and 12 at Townley House, Stanley, will be moved to Wearview House, Sunderland.

A spokesman for the Department of Work and Pensions (DWP) said: "In June 2004, we announced plans to reduce the number of sites processing benefits by centralising into larger centres so that we could provide a more efficient, customer-focused service that takes advantage of new technology and modern telephone systems.

"In September 2004, benefit processing took place in approximately 650 sites.

"By March 2008, we plan to have centralised our processing activities into 77 sites."

The DWP is investing £80m in the new benefit processing infrastructure, which involves the centralisation of the system around the country. But the Public and Commercial Service Union, which represents staff, said the process has been detrimental to workers and the public.

Alex Flynn, Public and Commercial Services Union, spokesman, said: "There is a reduction in face-to-face contact for people trying to get back to work, which has resulted in a deterioration of the service.

"Gone are the days when you could go to the job centre and be seen and dealt with. You have to go in and make a phone call and have someone ring you back, then make an appointment.

"It is no good for people who want to get back to work quickly. Staff previously were helping people in their community and now work in an area where they are not familiar with the local job market."