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Written Question
Work Capability Assessment: Standards
Tuesday 19th July 2022

Asked by: Gareth Bacon (Conservative - Orpington)

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, how performance compared to Work Capability Assessment contractual targets in relation to (a) average speed of answering telephone calls, (b) percentage of telephone calls answered, (c) face-to-face consultation waiting times and (d) percentage of claimants sent home unseen over the period March 2018 to February 2022.

Answered by Chloe Smith

Provider performance is measured across a range of service level agreements setting out the department's expectations for service delivery. These include quality, performance delivery targets and customer experience.

The monthly performance measures against contractual targets between March 2018 and February 2022 can be found in the attached PDF document.


Written Question
Work Capability Assessment: Standards
Tuesday 19th July 2022

Asked by: Gareth Bacon (Conservative - Orpington)

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, how performance compared with Work Capability Assessment contractual targets in relation to (a) quality of assessment, (b) claimant satisfaction, (c) speed of clearance for initial referrals, (d) percentage of outstanding initial referrals over 60 days old and (e) speed of clearance for end-of-life cases over the period of March 2018 to February 2022.

Answered by Chloe Smith

Provider performance is measured across a range of service level agreements setting out the department's expectations for service delivery. These include quality, performance delivery targets and customer experience.

The monthly performance measures against contractual targets between March 2018 and February 2022 can be found in the attached PDF document.


Written Question
Work Capability Assessment
Tuesday 19th July 2022

Asked by: Gareth Bacon (Conservative - Orpington)

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, how many and what proportion of Work Capability Assessments were carried out (a) face-to-face, (b) remotely and (c) on paper between March 2018 to February 2022.

Answered by Chloe Smith

The number and proportion of Work Capability Assessments (WCA) that have been carried out (a) face to face, (b) remotely, including telephone and video, and (c) paper based between March 2018 and February 2022, can be found in the tables below.

The contractual performance in relation to assessments by channel over the period March 2018 to February 2022 is:

Mar 2018 - Feb 19

Mar 2019 - Feb 20

Mar 2020 - Feb 21

Mar 2021 - Feb 22

Face-to-Face

761,000

762,000

31,000

27,000

Remote

0

0

337,000

487,000

Paper-Based

257,000

292,000

128,000

83,000

With Channel proportion as:

Mar 2018 - Feb 19

Mar 2019 - Feb 20

Mar 2020 - Feb 21

Mar 2021 - Feb 22

Face-to-Face

74.8%

72.3%

6.3%

4.5%

Remote

0.0%

0.0%

67.9%

81.6%

Paper-Based

25.2%

27.7%

25.8%

13.9%

Please Note:

  • All volumes have been rounded to the nearest 1,000
  • Proportions are based on actual values
  • The above data is derived from unpublished management information which is collected for internal Departmental use only and has not been quality assured to Official Statistics Publication standards