This problem is a UK government area of research interest (ARI) that was originally posted at https://ari.org.uk/ by a UK government organisation to indicate that they are keen to see research related to this area.
What is claimants’ experience of the welfare disputes process (Mandatory Reconsiderations and Appeals) and how does it affect them?
This encompasses priorities around:
- continuing to reduce and prevent fraud and error in benefit expenditure
to deliver value for money for the taxpayer and an appropriate balance between effective fraud prevention and good customer experience
- becoming an increasingly data driven organisation with modern, secure, sustainable, and automated systems to drive better experiences for DWP customers, staff and taxpayers
- understanding customers’ experience so DWP can target interventions when and where they have the most impact
- working smartly and flexibly to deliver services when, where and how DWP customers need them, increasing analytical capability to tailor services to customers’ individual needs and circumstances
Contact details
Send correspondence and further questions to evidence.strategyteam@dwp.gov.uk.