We asked DWP to explain its mixed performance in the timeliness with which new benefit claims are processed. DWP told us that it was undertaking a programme of modernisation, which bit by bit was building the modern service that everyone expected. It highlighted that the majority of its customers–7.5 million UC claimants and 12 million State Pension recipients–were already benefiting from the investment it had made in modern platforms, and it wanted to bring this modernisation to customers of...

We asked DWP to explain its mixed performance in the timeliness with which new benefit claims are processed. DWP told us that it was undertaking a programme of modernisation, which bit by bit was building the modern service that everyone expected. It highlighted that the majority of its customers–7.5 million UC claimants and 12 million State Pension recipients–were already benefiting from the investment it had made in modern platforms, and it wanted to bring this modernisation to customers of other services.22 Type: conclusion | Number: 13 | Response status: accepted Government response: 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The department recognises that successful service modernisation requires long-term, genuine systemic and organisational culture change. It is fostering a cultural shift by enhancing behaviours, skills, and