Recommendation 31

DWP currently lacks a comprehensive system for recording and tracking claimants’ needs. The introduction of pinned notes is a step in the right direction but, as the National Audit Office said, pinned notes are the digital equivalent of a post-it note on a file: they do not enable staff to collect consistent data on who needs additional support. We welcome the Minister’s ambition to improve the way the Department identifies people who may need additional support, and his recognition that more needs to be done. We would welcome timely action to address that recognition.