Source · Select Committees · Work and Pensions Committee
Recommendation 15
15
Accepted
Paragraph: 61
Just as a one-size-fits-all approach does not work for assessments, the same is true for...
Conclusion
Just as a one-size-fits-all approach does not work for assessments, the same is true for applications and contact channels. We welcome progress towards better online provision, but digital does not work for everyone and people’s independence should not be compromised by poor accessibility. As the Department moves towards a single digital platform for health benefits, it must ensure the system is accessible to everyone, and that alternative formats and channels are easily available to those that need them, and maintained and updated in the long-term alongside the digital platform.
Government Response Summary
The Department is transforming the entire PIP service and will make improvements to existing ways to claim and create a new digital PIP service, giving claimants the option to apply online, while also continuing to offer a telephony service and paper-based forms.
Paragraph Reference:
61
Government Response
Accepted
HM Government
Accepted
The Department accepts this recommendation and is committed to ensuring that the claims process for health benefits is accessible for all. Through the Health Transformation Programme, the Department is transforming the entire PIP service and will make improvements to existing ways to claim and create a new digital PIP service, giving claimants the option to apply online. This will provide claimants with a greater choice over the way they interact with the Department. We are ensuring all accessibility considerations are taken into account during the development of the PIP online service, including the availability of alternative formats. The Department will continue to offer a telephony service and paper-based forms for those who are unable or prefer not to use a digital service. In line with government standards for digital services, we will ensure a focus on high accessibility standards as the digital service is developed, so that everyone who wishes to can use the service. The Department will also carry out rigorous user research in developing the transformed service.