Source · Select Committees · Public Accounts Committee
Recommendation 10
10
The Department told us it changed its quality assurance framework over the LEAP exercise and...
Conclusion
The Department told us it changed its quality assurance framework over the LEAP exercise and business-as-usual State Pension processing.21 Following our evidence session the Department explained that, as part of its quality strategy review it reviewed its training products, amended the instructions used by front-line staff to ensure they are clearer and put in place a checking regime. It added that it is using the findings of checks to identify individual training needs and improve processes and instructions.22
Government Response
Not Addressed
HM Government
Not Addressed
2.2 The department rejects the Committee’s assertion. The department has been taking action to prevent future errors since Summer 2021. As outlined at the Committee hearing on 28 October 2021 (questions 40; 79), since July 2021, the department has been reviewing its Quality Framework to further improve the likelihood of official error ‘under/overpayment’ risks being captured and acted upon.