Source · Select Committees · Public Accounts Committee
Recommendation 5
5
Accepted
Provide information on legacy IT risk reduction plans and multi-benefit pilot rollout timetable.
Recommendation
While we are encouraged that the Department has ambitious plans to address the risks associated with its legacy IT systems, implementing these plans over the next three years will be highly challenging. Reducing reliance on legacy IT systems is a key part of the Department’s service modernisation programme and will also help it to manage the significant cyber risks it faces. The Department plans to reduce the overall risk from its legacy IT systems by 58% over the next three years and to tackle the larger systems which are used by more staff and customers first. If implemented successfully, these plans could transform the Department’s customer service and productivity. For example, the Department told us it is piloting a customer account which would enable citizens to do things across multiple benefits, rather than just one by one. However, as we have noted before, major digital transformation programmes have often failed to deliver as intended, and government is struggling to modernise a legacy environment at the same time as harbouring a major ambition to exploit opportunities from new technologies such as AI. recommendation The Department should set out more information about: • its plans for reducing the risk from legacy IT systems over the next three years, including milestones for replacing key systems, and the changes its customers can expect as a result; and • the timetable for rolling out its pilot to enable citizens to do things across multiple benefits, rather than just one by one, and how long it will take to evaluate this pilot. 6 1 Jobcentres and skills Introduction
Government Response Summary
The government agrees and details its accelerated three-year plan to address 36 critical legacy IT systems, including full transformation, refactoring, and code fixes, aiming for improved customer service. It is developing the first iteration of a multi-benefit customer account, will launch a message centre MVP this Summer with six-monthly releases, and enable digital evidence uploads, with all new capabilities to be rigorously evaluated.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented The Service Modernisation Programme is delivering as intended. The Customer Account went live in September 2025 providing customers with a 24/7 service enabling them to access and immediately download a Proof of Benefit letter for Employment Support Allowance, Job Seeker’s Allowance, Income Support, State Pension, Pension Credit, Disability Living Allowance, Attendance Allowance and Personal Independence Payment. To date over 50,000 requests have been processed and by Summer 2026, the department expects customers will be able to view past and upcoming payments information across a range of benefits via the account. Moving forward, the department will deliver the ability for customers to report certain changes in circumstance via the account. All required information will be captured at the first point of contact and shared across relevant benefit lines. The department is currently working on the first iteration of that service. The department will deliver a message centre capability enabling customers and colleagues to view digital copies of letters. A minimum viable product is due to go live this Summer, followed by planned six monthly releases for additional notifications to be included. The department will deliver functionality for customers to upload documentary evidence to support claims and changes, reducing risks associated with postal services, improving convenience for customers and reducing fraud, error and debt. All new capabilities will be rigorously evaluated following Government Digital Service standards, before releasing services to the public. As a Government Major Projects Portfolio programme, all deliverables are reviewed by the National Infrastructure and Transformation Authority (NISTA) to ensure quality, value and readiness for scale.