Addressee: Department for Work and Pensions · Source location: Page 13, 22a
To improve its customer service, DWP should review the effectiveness of how it communicates claim-processing and call-waiting times to customers, and identify how it can provide fuller and more up-to-date information, at the point of claim and during other key interactions, so customers are informed about the level of service they can expect.
Response position:
Partially accepted
Delivery:
Implemented
· 04/2026
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 13, 22b
To improve its customer service, DWP should publish comprehensive reports which bring together annual performance, trends over time and whether it has exceeded or fallen short of its standards for its main customer service measures (customer satisfaction, payment accuracy, payment timeliness and telephony).
Response position:
Partially accepted
Delivery:
Implemented
· 07/2026
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 13, 22c
To improve its customer service, DWP should build its evidence base on the scale and type of avoidable customer contact, and develop a plan to improve its processes and communications in order to reduce avoidable contact and realise efficiency savings.
Response position:
Accepted
Delivery:
In progress
· 12/2026
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 13, 22d
To improve its customer service, DWP should take action to improve customer service in light of the results of its customer experience survey and follow-up qualitative research, particularly on the reasons for dissatisfaction.
Response position:
Accepted
Delivery:
In progress
· 01/2027
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 13, 22e
To improve its customer service, DWP should use its insights on the areas that customers prioritise to develop measurable objectives for its customer service improvement plans, including defining what success looks like and how progress will be assessed.
Response position:
Accepted
Delivery:
In progress
· Q4 2026-27
· Confirmed by NAO
Addressee: Department for Work and Pensions · Source location: Page 13, 22f
To improve its customer service, DWP should further develop key performance indicators for the Service Modernisation Programme.
Response position:
Accepted
Delivery:
Implemented
· 12/2025
· Confirmed by NAO