Source · Select Committees · Work and Pensions Committee
Recommendation 24
24
Not Addressed
Paragraph: 104
Our predecessor Committee recommended that the Department should improve the effectiveness of the Access to...
Recommendation
Our predecessor Committee recommended that the Department should improve the effectiveness of the Access to Work central call centre system. In response, the Department said that it recognised the importance of taking action to correct the issues with the system. We have heard, however, that problems accessing support through the central call centre still persist. We reiterate our predecessor Committee’s recommendation that the Department should immediately take action to rectify the problems with the call centre system.
Government response summary AI-generated
The government response discusses Statutory Sick Pay (SSP) changes in response to the COVID-19 pandemic and the ongoing work to review SSP, stating the pandemic was not the right time for broader changes. This response does not address the committee's recommendation regarding rectifying problems with the Access to Work central call centre system.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
104
Government Response
Not Addressed
HM Government · verbatim extract
Not Addressed
In response to the predecessor Committee recommendation the Access to Work call handling journey for customers was reviewed and the issues identified addressed. Disability employment gap: Government response 17 Access to Work now provides a number of different channels through which customers can make contact, including the previously referenced Video Relay Service, and Relay UK. During the course of the last year, we have invested in a significant programme of upskilling amongst Access to Work call centre team members to ensure they have the skills and knowledge to resolve customer queries at the initial point of contact. As part of the Access to Work digital transformation we will be looking to further enhance the online offer, including by improving communication support at interview, application and renewal. Further services are being developed, including digital functionality to claim and pay access to work awards. By taking steps to improve the service we will reduce the number of customers’ needing to contact us via the call centre. Disability Confident
Read the full response on Parliament ↗