Parliamentary Search

Written question asked by Lord Black of Brentwood (Conservative) on Monday, 5 July 2021, in the House of Lords. It was due for an answer on Monday, 19 July 2021. It was answered by Baroness Stedman-Scott (Conservative) on Wednesday, 14 July 2021 on behalf of the Department for Work and Pensions.

Pension Service: Standards

Question

To ask Her Majesty's Government what use they have made of (1) focus groups, and (2) other qualitative techniques, to improve the functioning of (a) the Pension Service, and (b) the Department for Work and Pensions.

Answer

The Department for Work and Pensions (DWP) makes extensive use of qualitative techniques to improve the functions of its services, extensive examples can be found on gov.uk by searching ‘government/ collections/ research-reports’. With specific reference to improving the functioning of Pension Service – the Department has not undertaken a stand-alone qualitative research project examining this issue in isolation.

The Department does however undertake a regular customer experience survey with a range of DWP services, including state pension customers. The survey includes questions around being treated with respect, speed of service delivered and overall satisfaction. The latest published report can be found on the gov.uk website by searching ‘DWP claimant service and experience survey 2018 to 2019’.

Secondary information

Type
Written question
Reference
HL1671
Session
2021-22
Subjects
Standards Pension Service
Link
View this Written question on www.parliament.uk