Recommendation 14

We observed that some claimants may struggle to understand the Department’s communications and use its services. We questioned the Department on how it might improve its customer service to make it easier for claimants to engage, especially where they have less experience of understanding of the benefits process. It acknowledged that its services can be complicated for customers, and it committed to understanding this in more detail and to simplify some of its processes to make it easier for genuine claimants. It told us this may include mapping out its services from the customer point of view to understand where it can simplify the process and making greater use of digital solutions, but did not set out a timeframe for this work.25 25 Qq 30–33 14 The Department for Work and Pensions’ Accounts 2021–22 – Fraud and error in the benefits system 2 Reducing fraud and error in the benefit system The Department’s strategy to tackle fraud and error