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.
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.
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: