Source · Select Committees · Work and Pensions Committee
Recommendation 13
13
Accepted in Part
Paragraph: 57
We welcome the improvements that have been made on accessibility but are concerned that these...
Recommendation
We welcome the improvements that have been made on accessibility but are concerned that these efforts have not gone far enough. Support and guidance are also welcome, but simplifying forms will improve the experience for all. In response to this Report, the Department should detail what changes it plans to make to the PIP2 form to make it easier for claimants to complete it themselves.
Government Response Summary
The current PIP2 form is under review and the Department is planning changes to ensure the form is both simple to fill out and accessible, using a user-centred design approach; claimants now have the option to submit the form by email.
Paragraph Reference:
57
Government Response
Accepted in Part
HM Government
Accepted in Part
The Department is committed to making the process of claiming PIP straightforward for claimants. The current PIP2 form is under review and the Department is planning changes to ensure the form is both simple to fill out and accessible. It is undertaking research to understand how it can reduce the burden on claimants using a user-centred design approach, which ensures all changes are thoroughly user-researched before any roll-out. As well as planned changes to the PIP2 form, claimants now have the option to submit the form by email. The Department is also currently developing a new digital PIP service with the option to apply online, giving claimants a greater choice of how they interact with it. Telephony and paper-based applications will continue to be offered for those who prefer to use them. The new online service will include the ability to save, resume and upload medical evidence. The Department has already introduced a digital version of the PIP2 health questionnaire with this functionality, which is now offered to the majority of those making a claim. The new digital PIP service will simplify data collection processes, gathering data electronically where possible, to help reduce the ask made of claimants. The Department is also testing a new Enhanced Support Service, which will provide targeted help during the claiming process for those who need it the most.