Source · Select Committees · Public Accounts Committee
Recommendation 2
2
Rejected
Set out expected timelines for achieving 75% target for new PIP claims processing.
Recommendation
DWP processes only around half of new PIP claims on time against a target for 75% of claims to be processed within 75 working days. DWP’s performance in processing new claims on time varies significantly between benefits, with claimants of disability benefits receiving a worse service than recipients of UC and State Pension. For example, in 2023–24, DWP processed 96% of new State Pension claims within the expected timeframe of 10 working days. Due to the complexity of the assessment process for PIP, DWP allows itself much longer — 75 working days or well over three months — to process new claims. In 2021–22, just 7% of new PIP claims were processed within this timeframe and, although performance improved to 52% in 2023–24, it remained well short of DWP’s standard for 75% of new claims to be processed on time. Written evidence from Sense highlights that disabled peoples’ experiences of the benefit system are often negative due to issues with the design of the system and how DWP communicates, which can make the impacts of their condition or impairment worse. DWP points to the Health Transformation Programme as its long-term solution to providing 3 a modern and timely service for disabled customers, but acknowledges that improvement will be a long process. In our view, it is unacceptable that some customers will have to wait years for DWP’s service to improve. recommendation DWP should set out when it expects to achieve its target for 75% of new PIP claims to be processed within 75 working days.
Government Response Summary
The government rejects the recommendation, stating it must balance speed with accuracy and risk, especially with upcoming changes from the "Pathways to Work" Green Paper. It refers to the long-term Health Transformation Programme for modernisation.
Government Response
Rejected
HM Government
Rejected
The government disagrees with the Committee’s recommendation. Whilst the department has significantly improved clearance times for PIP claims in 2023-24, with 52% cleared within 75 working days (increased from 7% in 2021-22) despite demand increasing 22% over the same period, the government disagrees with the Committee’s recommendation. Whilst the department will continue to make every effort to improve clearance times, as the Committee will understand, it has to balance speed against the risk of inaccuracy and ensuring the department is processing complex cases and avoiding harm. Ensuring safe delivery will be particularly critical as the department implements the changes outlined in the recent “Pathways to Work” Green Paper. The department continues to look for ways to improve its service to customers and is modernising the PIP customer journey through the Health Transformation Programme. So in the longer-term, the Health Transformation Programme will modernise PIP to improve customer experience and build trust. Simplifying and automating customer journeys, and tailoring how customers are assessed, will mean many customers get a decision quicker. Once fully developed, the new service will include an option to apply and track the application wholly online.