Recommendation 15

We asked the Department whether it considered its existing performance indicators and metrics were adequate to ensure that it achieved the time and cost reductions, and increased satisfaction among claimants, intended for the Programme. The Department told us that it was seeking to provide the “best balance between outcomes and costs” through its testing to determine which service improvements to scale up. For example, the Department explained that its testing approach required some sophistication in order to consider when to best introduce case managers into the application process to achieve the right outcome.27