Source · Select Committees · Public Accounts Committee
Recommendation 27
27
Accepted
Department commits to supporting claimants through vital visiting teams, monitoring resource allocation.
Conclusion
We asked whether it was more cost-effective for the Department to expand its home- visiting service as opposed to putting extra resources into the Help to Claim service. The Department told us that it was committed to supporting claimants, particularly those who were moving from its legacy benefits, to make sure they could make a claim, and described its visiting teams as vital in supporting people. It also said that it would monitor the situation and that it could move resources around should it need to.58
Government Response Summary
The government states it agrees with the implicit recommendation and confirms it already comprehensively monitors the Help to Claim service, working with Citizens Advice to ensure effective support. It is also considering the impact of upcoming migration changes to ensure appropriate support.
Government Response
Accepted
HM Government
Accepted
5.1 The government agrees with the Committee’s recommendation. Recommendation implemented 5.2 The department comprehensively monitors Help to Claim’s performance and works with Citizens Advice to ensure the support offer is working effectively and able to meet demand. Regular monitoring activity includes: • weekly delivery checkpoints which review telephony and webchat performance, • monthly finance and operational meetings with Citizens Advice, • monthly meetings with the department’s operational colleagues to gather feedback on Help to Claim delivery, • quarterly board meetings to review delivery against agreed outcomes and Key Performance Indicators, • monthly senior meetings between the department and Citizens Advice, focused on overall delivery and strategic planning, and • mid and end-of-year reports assessing performance, client data and client experience. 5.3 The department is confident that the current support offer is working effectively. Since April 2019, Help to Claim has supported over 900,000 people, with 90% rating their overall experience as good or very good. 5.4 The department is currently working with Citizens Advice to consider the impact on Help to Claim of bringing forward the migration of remaining Employment and Support Allowance claimants to Universal Credit and what steps are needed to ensure the right support is in place for these customers. This is in addition to the department’s existing monitoring to check the system can meet demand and iterate the approach as required if any problems arise.