The House of Commons Work and Pensions Committee have published their report into the Decision making and appeals in the benefits system.
The report recognises that while the DWP has met its targets official errors have increased substantially since 2000-2001. It highlights the lack of reporting, scrutiny of the DMA system, lack of publication of data as key issues which mean that it is impossible to measure the agency’s decision making performance.
It cites the DWP computer-generated letters as being ineffective at communicating the reasons for decisions being made. Anyone who has received a computer generated letter from ANY government agency can probably appreciate this finding!
Atos Healthcare’s LiMA system also came in for criticism for both the use of “cut and paste” in assessments and the misrepresentation of claimant responses. There are also worrying findings about the way terminally ill people are being treated.
The Committee are clearly getting quite peeved about these issues as they are calling on the Government AGAIN to establish a Welfare Commission to examine the benefits system and look at alternative simpler systems that can be understood and administered more accurately.
Recommendations include:
An interesting read in an otherwise barren period of news.
Independent scrutiny of service delivery with realistic solutions to increase efficiency and performance!