Changes to script on New Claims phone line for PIP

Just had an email via the stakeholder’s forum today saying -

A change is being made to the Personal Independent Payment (PIP) New Claims line scripting which also includes Special Rules Terminally Ill (SRTI) claimants.

From today, the 9th of March, the call will contain all of the same data gather questions but will now flow in a more customer journey way.

Some of the sections are moving including consent / declaration and DS1500 question being more at the front.  Some of the wording has also been changed slightly but again we are still gathering the same information.

The change has been made to ensure a smoother journey for claimants, especially those who are third parties, where the claimant must be present and answer consent and declaration, these calls currently involve many handovers and can be very disjointed and or distressing for claimant / third party.

Do they ever communicate with you in English?

‘the call will contain all of the same data gather questions but will now flow in a more customer journey way.’ .....eh?

A new version of the sample PIP1 could be helpful, if one becomes available?

June 2018 version:
https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/713113/pip1-claim-form.pdf

I’ll check that out Jon…

I agree with Andrew. Maybe if they spent more on actual customer service rather than on business-speak dictionaries with which to mangle the English language?

What exactly is, a “customer journey way”? Anyone have any ideas?