Recommendation 22

The Department also highlighted that it was trialling the idea of having a named caseworker to support claimants with the PIP application process: helping customers understand the eligibility requirements, talking them through the evidence they needed to provide, acting as a point of contact and explaining the final decision on their claim. It told us that it has not had an integrated IT system for PIP – each of the different elements have had their own IT, and the outsourced providers have had their IT. However, it was now developing a new IT system that would support the end-to-end process.34 Cyber risks and upgrading the Department’s legacy IT