Skip to main content

Search results

Showing 51 - 60 of 168 results. Order by:

Department for Work and Pensions: Handling Customer Complaints

“Whilst there is general satisfaction with the services customers receive from the Department and its Agencies, there is scope to handle complaints better. The three Agencies need to record accurately customer complaints so that they can identify where they are not meeting customer needs and can improve services accordingly. Agencies also need to do more to understand why some customers are dissatisfied with the handling of their complaints.”

Published:
23 Jul 2008

Department for Work and Pensions: Management of benefit overpayment debt

“The Department has improved the effectiveness of its debt management operations. More benefit overpayments are being identified and referred for recovery action. The amount of cash recovered is increasing, but so is the amount tied up in debt, as recoveries are not keeping pace with the growth in identified overpayments. Helping more customers stay out of debt will need to be an important part of the answer.”

Published:
1 May 2009

Department For Work and Pensions: Progress in tackling benefit fraud

“The Department for Work and Pensions has made tackling benefit fraud a priority and has made good progress in reducing fraud, which represents a substantial achievement by its staff. It is also ahead of other comparable countries in its measurement and understanding of benefit fraud.

“The Department’s specific counter-fraud activities cost £154 million during 2006-07 and identified £106 million of overpaid benefits. Although some of the Department’s initiatives lead to earlier interception of overpayments and may deter potential fraudsters, I believe the Department could do more to determine whether its activities are cost effective.”

Published:
23 Jan 2008

Department for Work and Pensions: Tackling Benefit Fraud

“The Department have a set of programmes that are designed to make fraud more difficult to commit, increase deterrence, increase the probability of frauds being detected and have increased the penalties for committing fraud. These programmes have produced some good results but more needs to be done to maintain progress. Amongst other actions the Department should continue to concentrate on areas of higher risk, address the decline in the fraud prevention and investigative activity, and evaluate the deterrent effect of the different sanctions available.”

Published:
13 Feb 2003

Department for Work and Pensions: Using leaflets to communicate with the public about services and entitlements

“It is vital that people can rely on the accuracy of the leaflets the government produces to make informed choices about their lives. And it is vital that they can get hold of these leaflets and easily understand them when they do. The Department for Work and Pensions has made progress in these respects but needs to manage better the leaflets it produces to ensure those needing information can access it when they need to.”

Published:
25 Jan 2006

Department of Education and Skills – Connexions Service for all Young People

“In a relatively short period of time the Connexions Service has made significant progress towards reducing the proportion of young people not in education, employment or training. The costs of not tackling this issue are huge, both to society and to the individuals affected. Connexions is providing valuable services to help young people make important life decisions but more can be done to ensure that all young people obtain the support they need and my report makes recommendations to help build on the very good results achieved to date.”

Published:
31 Mar 2004

Department of Social Security Resource Accounts 2000-2001

“Despite the success that the Department has had in exceeding the targets they have been set to reduce the estimated overpayment of Income Support and Jobseeker’s Allowance, large amounts of these benefits are still being lost through fraud and error.

“Income Support is the benefit of last resort for those most in need in society. This makes it essential for the Department to make accurate and prompt payments while also protecting the public purse. I welcome the strategies being adopted by the Department to strengthen its defences against loss of this benefit and address variations in performance in local offices.”

Published:
31 Jan 2002