Source · Select Committees · Work and Pensions Committee
Recommendation 39
39
Accepted in Part
Improve transparency of DWP's serious mistake learning processes with the PHSO
Recommendation
DWP should work with the PHSO in the next six months to improve the transparency of the processes it uses to learn from serious mistakes and failures, including Internal Process Reviews, the Independent Case Examiner, and the Serious Case Panel. Greater transparency would improve accountability and drive learning. This would help to ensure that claimants, their loved ones, and relevant stakeholders have a better understanding of the entire system, and drive learning within a systems-based approach to safeguarding. (Recommendation, Paragraph 161)
Government Response Summary
The government rejected the specific recommendation to work with the PHSO on transparency, stating it's DWP's own responsibility. However, DWP committed to fulfilling this responsibility by planning to publish findings from Internal Process Reviews to support transparency and improve understanding.
Government Response
Accepted in Part
HM Government
Accepted in Part
While the Parliamentary and Health Service Ombudsman (PHSO) plays an important role in investigating complaints and promoting accountability, it does not have responsibilities under the Act to improve transparency around the internal processes DWP uses to learn from serious cases. DWP sees this as its own responsibility and is committed to fulfilling it. The Government is committed to continuous learning to improve public services. As part of this, DWP recognises its responsibility to learn when experiences for our customers have fallen below expectations and to make changes that drive improvement. As previously stated, DWP plans to publish findings from Internal Process Reviews to support transparency and improve understanding of the system among customers and stakeholders. The Department also welcomes the participation of the Independent Case Examiner at the Serious Case Panel and continues to review and strengthen its processes to embed organisational learning and support those with additional needs who rely on its services.