To ask the Secretary of State for Work and Pensions, what improvements have been identified in the Internal Process Reviews undertaken in the last 12 months.
This answer is the replacement for a previous holding answer.
5 March 2020
The Department is committed to improving the way it learns lessons from customers’ experiences.
We are improving our internal guidance and communication to all staff and we are strengthening how we analyse reports and recommendations to identify systemic themes and issues so that effective improvements can be put in place.
And, a centralised team has been established to coordinate improvement activity, including monitoring where issues have occurred and the implementation of improvements.