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Pension Service: Standards

Question for Department for Work and Pensions

UIN HL1671, tabled on 5 July 2021

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.

Answered on

14 July 2021

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’.