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Forum Home  →  Discussion  →  Access to justice and advice sector issues  →  Thread

DWP workshops seeking insight on claimants with mental health conditions accessing its services

Daphne
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Joined: 14 March 2014

Have just had the following through from stakeholder forum - if anyone interested in attending drop me your details and I’ll pass your name on -

We are running 2 workshops in February to gather insight on the experiences of people with Mental Health Conditions ( and organisations such as yours who support these customers) in accessing and navigating DWP services.

Your insight will help inform the Customer Experience Journey maps that we are developing and be key to highlighting the main pain points that customers face. These maps will be used to identify opportunities for improvements and influence future service changes.

We are already aware of many of the issues that this customer group faces in accessing and navigating the Department’s services.

Several including Implicit consent, identification & recording of vulnerabilities and failure to tailor the service to meet these vulnerabilities were referenced by yourselves at OSEF last week.

We need your insight to both identify the most important and to show the impact of these issues from a customer’s perspective.

Customer Experience journey mapping is a new insight function and will help the Department to develop it’s services tailored to the needs of its customers. Your insight through these workshops will be fundamental to its success.

Dates and Times

Session 1 will take place on Tuesday 13th February from 10:30 – 12:00.

Session 2 will take place on Thursday 15th from 14:00 – 15:30.

There are two sessions in order to give our stakeholders more opportunities to join us. Both sessions will cover the same material and will run for no more than 90 minutes