Source · Select Committees · Public Accounts Committee
Recommendation 14
14
Rejected
We observed that some claimants may struggle to understand the Department’s communications and use its...
Conclusion
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
Government Response Summary
The government disagrees with the committee's recommendation, stating that there is a well-established and accepted methodology for dealing with customers who do not co-operate with the benefit review process.
Government Response
Rejected
HM Government
Rejected
The government disagrees with the Committee’s recommendation. 2.2 There is a well-established and accepted methodology for dealing with customers who do not co-operate with the benefit review process and should not be receiving benefit. These customer’s claims are classed as customer fraud, for fraud and error measurement and reporting purposes. The department continues to gain further understanding of these customers, their circumstances, their behaviours and how they came to be in receipt of benefits in the first place. The department does not expect to find a different outcome than customer fraud but wants to understand better how it might change benefit policy, process, or service design to prevent this type of customer fraud in the future. 2.3 With regards to communications, the department continually reviews all of its customer letters to ensure they are consistent, understandable, and clear. This work is led by communication professionals. Customer letters relating to the sampling exercise are subject to the same approach and seek to strike the right balance between encouraging compliance with the process but also the ability to deal with customer fraud if it is uncovered.