Social Security Benefits

(asked on 13th March 2015) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what steps he plans to take to implement consistent communications by his Department on mandatory reconsideration.


Answered by
Mark Harper Portrait
Mark Harper
Secretary of State for Transport
This question was answered on 18th March 2015

We recognise the importance of consistent messaging in Mandatory Reconsiderations which were introduced in 2013 as a result of the Appeals Reform Project. The need for better information throughout the benefit process was evident, providing clear progression and escalation of any disputes. The claimant is now better informed through this systematic approach plus better and constant messaging.

DWP is continuing improvements in customer communications and ensuring effective communications are sent to claimants. We have a specific team to work with a range of stakeholders and drive improved communications across our different customer areas. We do this by using behavioural insight, innovation and excellent communications practice to improve customer experience and reduce avoidable cost. Through having this specific team, we can ensure product consistency by a consistent body taking forward changes.

There is specific accountability to ensure the accuracy of our communications, the embedding of process compliance and also to ensure that our products meet the needs of both the business and our customers. We seek feedback on messaging from customers and implement changes as a result. For example, customers have fed back that they would like written notification of their request to withdraw and as such, we have implemented a trial to test this. By having accountability in one area, we are able to ensure consistency in the development of products.

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