Recommendation 23

The Department told us that it is starting to build a system that is based on ‘transaction risking’; its vision is to be in a place where it can, in real time, or near real time, assess every claim as it is coming through and take a view of how much it trusts the information that is in the claim. For example, having one ‘customer journey’ (quicker and easier) for claimants where the Department trusts the information, and a different ‘customer 38 Qq 27, 40 39 DWP ARAC 2019–20, page 185 40 Qq 17, 19 41 Q 19 42 Q 24; DWP ARAC 2019–20, page 17 43 Department for Work & Pensions, Annual Report and Accounts 2018–19, HC 2281, 27 June 2019, page 122 44 DWP ARAC 2019–20, pages 73 and 76, 188 Figure 2 14 Department for Work and Pensions Accounts 2019–20 journey’ with more intervention where the Department does not trust the information.45