That sounds a bit like "I voz only following instructions". It's people dealing with people, labour, Tory, Libdem or whatever.........
I'll give an example to support the above then actually - when I worked there, you had to shop a set amount of people for investigation every week. It didn't matter whether you actually came about that number of people who deserved investigation; you had to do it regardless.
So say you had to refer 10 people for investigation, but only came across, say, 5 dodgy ones, then you had to shop 5 perfectly fine benefit claimants.
If you didn't, you'd be called to a meeting with your manager asking why. In turn, that manager would be called to a meeting with their higher-up, and if the Job Centre overall were failing to meet targets then the regional manager would be called into a meeting, and so on.
So it wasn't about "helping" benefit claimants most of the time - it was looking for ways to get them off the things at all costs. Late for an appointment by five minutes? Strike, off the list, one claimant down towards the target.
This is 100% spot on - http://www.mirror.co.uk/news/uk-news/stitching-up-claimants-part-job-says-3537051
The coalition policies had a very direct effect on the dehumanising of benefit claimants within 12 months. I was there during the transition - the difference was disgusting, not encouraging. Everyone who works at a Job Centre wants to help people into work, and the vast majority of those who go also want work, but there's right ways to go about it and wrong ways - treating people like subhuman scum for claiming the benefit no matter what the circumstance is the wrong way.