Source · Select Committees · Public Accounts Committee
Recommendation 14
14
Rejected
Significant improvement in PIP claim processing timeliness not expected until 2029
Conclusion
We pressed DWP on when we would see a marked improvement in the timeliness with which new PIP claims are processed.23 DWP pointed towards the Health Transformation Programme as its long-term solution to providing a modern and timely service for disabled customers. One of the big changes would be the introduction of case management to help PIP claimants through the process as, for example, people often did not know what evidence they needed to submit alongside their claim.24 DWP acknowledged, however, that improvement would be a “long journey” because the system was so complex and the scale of the transformation required was huge.25 DWP told us it expected to have the new health assessment and PIP application processes fully in place by 2029, but hoped customers would start to see some of the benefits before then.26 It highlighted that it was currently testing on a small scale an online application system for PIP, which could potentially speed up the start of the claim process.27 21 DCSA0001 22 Q 1 23 Q 2 24 Q 21 25 Qq 2, 23 26 Q 23 27 Q 2 10 Vulnerable customers and customers with additional or complex needs
Government Response Summary
The government explicitly disagrees with the committee's observation regarding PIP claim timeliness, stating it has improved clearance times but must balance speed with accuracy, while reiterating its ongoing commitment to the Health Transformation Programme for long-term improvements.
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.