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DWP decides not to run project to test digital mandatory reconsiderations process in PIP
The response to an FOI request published to whatdotheyknow.com yesterday provides details of proposals to run a ‘Modernisation of Disputes’ project last year focusing on PIP mandatory reconsideration.
A scoping document explains -
The Modernisation of Dissatisfaction supports the Departmental strategic objective of delivering excellent services for citizens and taxpayers by
- becoming more sustainable and resilient by increasing automation, intelligent use of data and joining up systems
- using customer insight to better tailor services, targeting our intervention where and when they can have most impact
The vision is to create a modern and transformed Dissatisfaction Service developed in line with customers’ needs, which builds and sustains trust through fair and consistent treatment across all products and services and all customers, partners and the taxpayer.
However, in a DWP digital blog about the project, the Department concludes that digitalising the mandatory reconsiderations service in PIP could be more of a hindrance than a help at the moment. However, they add that -
Our alpha work highlighted that our agents are using systems that aren’t fit for purpose when dealing with mandatory reconsiderations and appeals. For appeals especially, we saw some key areas where we can improve the user experience for our agents.
We have already started to look at this and identify where we can add value. We know that anything we can do to improve processes for agents will ultimately help citizens too.
[ Edited: 20 Jul 2022 at 12:04 pm by Stuart ]
A “Dissatisfaction Service”!
You really couldn’t make it up.
And what is “alpha work” when it’s at home!
I also note “For appeals especially, we saw some key areas where we can improve the user experience for our agents.” Let’s home that might also result in improving the user experience for claimants.
And what is “alpha work” when it’s at home!
I also note “For appeals especially, we saw some key areas where we can improve the user experience for our agents.” Let’s home that might also result in improving the user experience for claimants.
Everything you ever wanted to know about “alpha work”.
https://www.gov.uk/service-manual/agile-delivery/how-the-alpha-phase-works
And what is “alpha work” when it’s at home!
Everything you ever wanted to know about “alpha work”.
https://www.gov.uk/service-manual/agile-delivery/how-the-alpha-phase-works
Skim reading that, it’s a complete collection of gobbledygook. It appears to have been written by somebody who does a day job for a satirical magazine,
But thanks for posting!
[ Edited: 21 Jul 2022 at 05:22 pm by Ianb ]If you work in IT, especially in business analysis, then it makes a lot of sense. You go alpha, beta and then public. However, there are an awful lot of alarm bells ringing around what they’re suggesting here. In particular more use of automation in respect of disputes is something to be raised with those already expressing concern on the lack of transparency on such issues.