Getting it right, putting it right – Improving decision-making and appeals in social security benefits
“While more than 90 per cent of payments are accurate, more than a fifth of the Department of Work and Pensions thousands of decisions each day on benefits contain errors. Although the number represents less than one per cent of decisions, a quarter of a million people a year go to an appeal tribunal and 40 per cent of these cases are changed in favour of the customer. Customers are also having to wait too long for the outcome. The Department could not only reduce the number of cases where customers have to go through stressful appeals but also save money for the taxpayer, if they got more decisions right first time and put right errors effectively.
“The Department should make improving decision-making a priority in their ongoing programme of organisational change. By focusing more on good quality evidence and effective communication, and setting minimum service standards, they can help to ensure that customers across the country know what to expect from the system and have increased confidence in it.”
7 Nov 2003