Source · National Audit Office

DWP customer service

Published: 23 Jul 2024 Recommendations: 6 Type: Value for Money NAO confirmed: 6 Department: Department for Work and Pensions

DWP’s customer service has fallen short of expected standards in recent years, and is letting down some of the most vulnerable in society.

Dept: Department for Work and Pensions Topics: BenefitsOperations and process managementPensionsPeople and operationsWork, welfare and pensions nao.org.uk →

Recommendations

6 items

4 accepted 2 partially accepted 1 implemented 5 in progress

Rec	Recommendation	Addressee	Acceptance	Implementation
1	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. Ref Page 13, 22a · Implemented 09/2026	Department for Work and Pensions	Partially accepted	In progress ✓ NAO
2	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). Ref Page 13, 22b · Implemented 07/2026	Department for Work and Pensions	Partially accepted	In progress ✓ NAO
3	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. Ref Page 13, 22c · Implemented 12/2026	Department for Work and Pensions	Accepted	In progress ✓ NAO
4	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. Ref Page 13, 22d · Implemented 09/2026	Department for Work and Pensions	Accepted	In progress ✓ NAO
5	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. Ref Page 13, 22e · Implemented 04/2026	Department for Work and Pensions	Accepted	In progress ✓ NAO
6	To improve its customer service, DWP should further develop key performance indicators for the Service Modernisation Programme. Ref Page 13, 22f · Implemented 12/2025	Department for Work and Pensions	Accepted	Implemented ✓ NAO

Public Accounts Committee follow-up

1 report

The Public Accounts Committee examined this NAO report and published its own recommendations. The government responds to PAC recommendations via Treasury Minutes.

31 Jan 2025 Public Accounts C… 6th Report - DWP Customer Service and Accounts 2023-24 — 15 recommendations · parliament.uk