Source · Select Committees · Public Accounts Committee
Recommendation 17
17
Accepted
Disabled claimants require significant external support to navigate inaccessible benefit applications
Conclusion
Written evidence from Sense highlighted findings from a survey of claimants with complex disabilities–49% of those surveyed reported that they could not apply for benefits without the support of friends, family or a support service. Sense recommended that DWP should work with disabled people to introduce clear standards on how to communicate accessibly.34 DWP said it wanted to consider any recommendation that would help it to be more accessible but emphasised that it put a lot of effort into trying to make its services as accessible as possible, including making sure its communications were available in all different forms of accessible format. 28 C&AG’s Report (customer service), para 1 29 Q 16 30 Q 17; C&AG’s Report (customer service), para 1.12; Letter from DWP to the Public Accounts Committee dated 23 December 2024 31 Q 16; Letter from DWP to the Public Accounts Committee dated 23 December 2024 32 Q 17; C&AG’s Report (customer service), para 3.13 33 Letter from DWP to the Public Accounts Committee dated 23 December 2024 34 DCSA0001 11 It also told us that it worked with other organisations to help make sure benefits were accessible, such as with Age UK on support for those claiming Pension Credit.35
Government Response Summary
The government agrees and states the recommendation is implemented, outlining plans to strengthen research data, launch a new Customer Experience Survey contract (2025-28), and develop real-time customer feedback capabilities. These measures aim to enhance understanding of customer experiences, including those with complex needs, and drive service improvements for accessibility, aligning with Sense's recommendation.
Government Response
Accepted
HM Government
Accepted
3.1 The government agrees with the Committee’s recommendation. Recommendation implemented 3.2 The department captures customers’ additional needs through its systems. This is a key part of its modernisation strategy, but it recognises that its current transformation plans run for several years, and the department needs to better understand the experiences of its customers including its vulnerable customers. 3.3 In the interim, the department is strengthening how it uses research data to better understand customer experiences and drive improvements. It already publishes analysis of variation in overall satisfaction by long-term health conditions (physical, mental, or both), and is exploring opportunities to extend this analysis to other support needs data captured on systems. Additionally, the new Customer Experience Survey contract (2025-28) will ensure the department collects and analyses the right data to gain deeper insights. The first results will be published in the 2025-26 Customer Experience Survey report and findings will be monitored internally on a regular basis to track emerging trends and identify areas for action. 3.4 These insights will complement existing research across the department, helping pinpoint where support is needed for different customer groups. At the same time, it is developing real-time customer feedback capability through the Contact Centre Modernisation Programme, enabling faster responses to customer needs and improving service delivery. 3.5 The department is strengthening data collection on customers supported by Advanced Customer Support Teams, including insights from the Call Listening Alert Service, which helps identify at-risk customers and informs the design of DWP’s future telephony platform. 3.6 By integrating these insight activities, it is building a comprehensive, data-driven view of customer experiences. This joined-up approach will drive service improvements, policy decisions, and operational enhancements, ensuring the department meets customer needs effectively across all channels.