The government has said the decision is based on the success of a new approach, introduced during lockdown, in which most customers get help online or over the phone.
But scores of Islanders took to social media this week to criticise the decision, and politicians received a number of complaints about it.
Various States Members have now pledged to ask questions on the matter, while Scrutiny has asked Islanders to contact them if they have concerns so they can decide whether a review of the decision may be needed.
It was confirmed this week that Philip Le Feuvre House, the former Social Security building in La Motte Street which is now part of the rebranded Customer and Local Services Department, would remain closed to drop-in visitors.
The government – which has emphasised a commitment to customer service since the overhaul of the public sector in recent years – said that it was fielding over 700 phone calls (an increase of more than 250) every day and that face-to-face meetings were available to those who phoned and made an appointment.
Jersey moved to Level 1 of the exit strategy from lockdown last Saturday, meaning there is no longer any official recommendation for Islanders to work from home where possible.
Ian Burns, director general of Customer and Local Services, said: ‘Our team has been hard at work throughout the pandemic supporting Islanders and during this challenging time we prioritised telephone contact for customers, reducing their need to make a journey into town to get the advice and support they need.
‘Overall, it’s now easier than ever to access our services by making them available over the telephone and online, which in turn enables us to provide extra support to those customers who need it most.’
He added: ‘On average we are answering about 4,000 phone calls a week and had over 5,000 online forms submitted last month including registration cards, attestation certificates and income-support changes.
‘Customers have given our online forms an average rating of 4.5/5.’
St Helier Deputy Steve Ahier said he had received several complaints about the matter and hoped it would be reviewed.
‘There are a number of elderly people who are not online and do struggle to make that connection,’ he said.
Deputy Ahier said he anticipated questions from States Members if the situation had not changed when the States Assembly next meets on 8 September.
Tray Nerac Skillen was among those to contact the JEP about the issue, saying: ‘Not everyone has access to email, and have you ever tried ringing on a pay-as-you-go phone, with the credit eaten up while you’re waiting to speak to someone? People want face-to-face.’
Other Islanders expressed their frustration in response to a government post on Facebook, with Sally Roberts saying: ‘It is clear it isn’t working in any way, shape or form for the people of the island. We are NOT your customers. No one wants to discuss private or personal matters on a faceless, anonymous, unaccountable phone or email.’
Stephen Barnes added: ‘It used to be called service, not log on or jog on.’
Chris Hansam said: ‘Stop trying to spin this – it is not working.’
And Melissa Stuart added: ‘This is a joke! Why is it safe for everyone else to go to work and our kids to go back to school etc and they are still not open!’
Deputy Kevin Pamplin, a member of the Health and Social Security Scrutiny Panel, said officials had told him that those who had expressed concerns would be contacted.
‘The key for me will be providing the same level of service at all points of contact,’ he said. ‘It’s a new way for doing things and needs to be carefully monitored as ever.
‘Islanders will always prefer a human, face-to-face contact and, as long as it remains as easy as walking off the street to access support, then we must see how it goes.
‘Our panel will continue to monitor the situation and those with any concerns on this matter should contact us as we will see if we need to target a review.’
The JEP has asked the government if there are any plans to review the decision in the light of Islanders’ feedback.
To contact the Scrutiny panel email 441080 or call scrutiny@gov.je.
