Department For Work And Pensions
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Department for Work and Pensions
Author: Great Britain. National Audit Office
language: en
Publisher: The Stationery Office
Release Date: 2009
The Department for Work and Pensions has made progress in reducing the number of leaflets that it produces for its customers and in making application forms simpler and shorter. The Department has significantly changed the way in which it provides information in recent years with a growth in telephone enquiries and in online provision. The Department has reduced the quantity of leaflets that it produces for customers, from 208 different leaflets in 2005 at a cost of �10.3 million to 53 leaflets in 2008 costing �1.7 million. It has also reduced the length of most of its forms, though some are unnecessarily long and guidance notes are complicated and the Department's computer generated letters are overly long and confusing for customers. The Department has put telephone calls at the centre of its application process. It is also increasingly using the internet to communicate with customers. In response to the rise in applications for the Jobseeker's Allowance, up by 81 per cent in the six months to January 2009, the Department plans to implement systems giving customers the option of full online applications for contributory Jobseeker's Allowance from summer 2009, rather than February 2010 as originally planned. Cost efficiencies from online provision have still to be realised fully. Though forms can be downloaded from the internet it is not yet possible to apply for most benefits online, meaning that staff and customer time is taken up handling claims over the telephone or face to face.
Department for Work and Pensions
Author: Great Britain: Parliament: House of Commons: Committee of Public Accounts
language: en
Publisher: The Stationery Office
Release Date: 2007-01-23
The Department for Work and Pensions (DWP) provides services to some 28 million people and, despite the development of new technology, printed materials such as leaflets play an important role in ensuring that customers are informed of services and entitlements. Following on from a NAO report (HC 797, session 2005-06; ISBN 9780102936728) published in January 2006, the Committee's report focuses on three issues: managing the process for producing accurate leaflets; accessibility of information for a diverse range of customers; and making information available to the public. Findings include: i) the DWP has reduced its total number of published leaflets from 245 to 178 and is committed to making an overall reduction of 100; ii) the DWP is unable to determine the exact cost of producing leaflets, which has been estimated at £31 million in 2004-05; iii) around 40 per cent of the 27 different leaflets tested by the NAO across the country were out of date, and all 13 of the Department's key leaflets tested required a reading age higher than the national average; and iv) leaflets are not easily accessible to groups such as those with disabilities or non-English speakers, and copies of four core departmental leaflets examined were available at only 11 per cent of key non-departmental locations such as libraries and Citizens' Advice offices visited by the NAO.
Reducing costs in the Department for Work and Pensions
Author: Great Britain: National Audit Office
language: en
Publisher: The Stationery Office
Release Date: 2011-06-23
The NAO reports that the Department for Work and Pensions will have to make rapid progress in reorganising the way it operates if it is to meet its target of achieving sustainable running cost reductions of £2.7 billion while implementing substantial welfare reforms and a £17 billion reduction in benefits and pensions by 2014-15. Since 2007, the Department has reported reductions of £2 billion in its running costs, and initial out-turn data show that it met its target from the June 2010 Budget to reduce running costs by £535 million in 2010-11. However, the NAO has concluded that the Department must make progress quickly in order to be able to demonstrate that it can secure sustained cost reductions in a structured and strategic way. The report recognises that the DWP is only at the start of its new cost reduction challenge. However, without basing its running cost reduction plans more on robust information on the profile of its business costs and how that relates to the value of the services delivered, the Department is not in the position to make rational choices about what it should stop doing, what it should change and what it should continue. Recent cost reductions have been based largely on budget restrictions rather than on fundamental reform of working practices. Three months into the Spending Review and the Department does not yet have a detailed model of how it wants to run in the future.