Source · Select Committees · Work and Pensions Committee
Recommendation 31
31
Acknowledged
Paragraph: 138
DWP currently lacks a comprehensive system for recording and tracking claimants’ needs.
Conclusion
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.
Government response summary AI-generated
The government acknowledges the need for better tracking of claimants' needs and states that work is underway to collect sensitive information to provide more tailored support. It also notes that staff can already use pinned notes to flag ongoing easements.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
138
Government Response
Acknowledged
HM Government · verbatim extract
Acknowledged
Where it is identified, either from our own agents or via referrals from local services, that a claimant can’t make or manage their claim online, staff are able to offer support through other channels or refer to specialist provision. As the Minister for Welfare Delivery made clear when he gave evidence, we are working on how to collect sensitive information from claimants. This will enable UC to provide increasingly tailored support to claimants which is responsive to their needs, whilst also helping us to monitor where and how improvements can assist specific cohorts. Overall, our approach to vulnerability seeks to identify individuals who have complex user needs and/or require additional support to enable them to access our benefits and services. It is already easy to discretely pin notes/flag ongoing easements to a vulnerable claimant’s account to ensure the continuity of support offered.
Read the full response on Parliament ↗