Source · Select Committees · Public Accounts Committee
Recommendation 22
22
Accepted
Department delays publicising programme changes until scaling up health assessment service.
Conclusion
The Department has yet to widely publicise or raise awareness of the changes the Programme is likely to bring to functional health assessments. We therefore asked whether the Department planned to have national information programme or equivalent to inform people about the changes to the benefits system. The Department agreed that this was something it should look at as it scaled up the health assessment service, and that this should form part of its “wider consideration about how it communicates with customers and that campaigns that we run”. However, the Department told us that it had “a couple of years before we are doing that”.43
Government Response Summary
The government agrees, stating that it has already communicated through written statements and a White Paper, and will publish a summary of the business case in Spring 2024. It also recognises the need to build public awareness as the programme develops and plans become clearer.
Government Response
Accepted
HM Government
Accepted
The government agrees with the Committee’s recommendation. Recommendation implemented 5.2 One of HTP's aims is to increase trust in disability benefits services. This cannot be achieved without working closely with claimants and their representatives and the department values the relationships it has built to ensure strong ongoing claimant voice. HTP has taken, and will continue to take, a claimant-focussed approach. HTP service design has been informed by user research conducted with claimants, operational staff and health care professionals, including one-to-one sessions with claimants at each stage of their claim. This continued approach will enable the department to develop the new services iteratively and tailor communication to claimants’ needs. 5.3 Since HTP began, the department has engaged with a significant number of stakeholder organisations, establishing positive relationships with representative groups by identifying opportunities for co-design and seeking their expertise before the department begins to develop and test new processes. The department is confident this proactive, collaborative approach to involve stakeholders will lead to better outcomes for claimants. 5.4 The department has publicly communicated the scope and ambition of the programme through Written Statements to Parliament, the White Paper on Health and Disability and the Health Transformation Programme evaluation strategy. The department will continue to take opportunities to inform Parliament and the public about the changes that the Programme will bring and will publish a summary of the business case, once approved, in Spring 2024, alongside a summary of its Accounting Officer Assessment. Stakeholder engagement is gradually increasing as activity in the Programme accelerates and to recognise increasing external interest since the publication of the White Paper. 5.5 The Programme is taking a long-term, phased approach that will move away from the current ways of operating, gradually and carefully. The department recognises the need to build awareness of the Programme and its plans as these develop and as the detail of the changes for claimants become clearer.