They are trying to move it to "online only", which means they can close the BDCs (Benefit Delivery Centre's).PCS have written considerably about this. The idea then is to automate claims, reducing staff and back end costs.
The reality is, people are far more likely to lie to a computer than a human being. It also works on the assumption that everyone tells the truth. they don't. (Levels of fraud, rather than official error, are steady at about 0.8% of welfare payments though. Official error and mistakes is about 1.5%)
Of course, if they then get rid of the people who decide on claims, the waiting time goes up. JSA claims seem to average about 3 weeks to be decided at the moment.
By the way, don't blame the tories for this. Blame Labour. They commissioned Lord Freud to perform the 2007 Freud report, which has been implemented to the letter. 3 months after he wrote it for Labour, Lord Freud (a commerical banker, by the way) defected to the Tories and has stayed ever since. I looked at it when it was published, and said it was the end of the welfare system as we know it. So far, that prediction has turned out to be true.
Of course, if someone decides to challenge this is court as proof that the govt is in violation of article 25 of the declaration of Human rights which states, "Everyone has the right to a standard of living adequate for the health and well-being of himself and of his family, including food, clothing, housing and medical care and necessary social services, and the right to security in the event of unemployment, sickness, disability, widowhood, old age or other lack of livelihood in circumstances beyond his control." That could prove VERY interesting. At the moment I see a large number of things going on which I feel are in violation of this.