Source · Select Committees · Public Accounts Committee
Recommendation 11
11
Rejected
DWP's processing timeliness varies significantly, with poor performance for PIP claims
Conclusion
DWP’s performance in processing new claims on time varies significantly between benefits, after taking account of its different timeliness standards for different benefits, which reflect the nature and complexity of each benefit. In 2023–24, DWP processed 84% of UC claims within the expected timeframe of five weeks and 96% of new State Pension claims within the expected timeframe of 10 working days. DWP allows itself 75 working days to process new Personal Independence Payment (PIP) claims because of the time taken to gather the detailed evidence needed to assess a claim. Just 7% of new PIP claims were processed on time in 2021–22 and, although performance improved to 52% in 2023–24, it remained well short of DWP’s standard for 75% of new PIP claims to be processed within 75 working days.20 13 Q 7 14 Q 10 15 Q 10 16 Qq 9-11 17 Qq 12, 13, 15 18 C&AG’s Report (customer service), para 2.19 19 C&AG’s Report (customer service), para 2.22 20 C&AG’s Report (customer service), paras 2.20, 2.23 and Figure 7 9
Government Response Summary
The government disagrees with the committee's implied recommendation for faster processing, stating it must balance speed against accuracy and complex case management. It highlights recent improvements in PIP clearance times and long-term modernization plans via the Health Transformation Programme to simplify and automate customer journeys.
Government Response
Rejected
HM Government
Rejected
2.1 The government disagrees with the Committee’s recommendation. 2.2 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. 2.3 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. 2.4 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.