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Insight gathering on overlapping benefits - DWP seeking feedback


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Joined: 14 March 2014

From DWP -

The overlapping benefits rule means that sometimes a customer may qualify for two or more earnings replacement benefits but cannot get more than one benefit at the same time. Overlapping benefits are split into contributory and non-contributory benefits.  Benefit systems not ‘communicating’ to each other properly may lead to overpayments / underpayments of these overlapping benefits.

Customer’s often contact the various product lines multiple times, often referencing financial pressures they are under, expressing the need for this to be resolved urgently, expressing further frustrations when we are unable to provide any timeframes.

The frequency of calls / contacts to the department demonstrates a series of service failings which negatively impact the customer both financially and emotionally.

The amount of effort our customers put in to trying to resolve the issue further illustrates how critical it is that we pay our customers the right money at the right time, especially in the current cost of living crisis.

We are gathering as much information of the experiences of customers when this has happened to be able to bring about a change.

With this in mind, we are looking for the support of our stakeholders / partners and would like to invite you to an insight workshop to discuss this in more detail.

If you can attend and help us with this we would be very grateful. If you are able, please could you attend with instances / examples / data to share which we can use internally to formulate a case and plan for change.

We are running two sessions in April to gather your feedback.

Dates and Times

Session 1 will take place on Wed 24th April from 13:30 – 15:00.

Session 2 will take place on Thursday 25th from 10:00 – 11:30.

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

if you are interested let me know with your email and I’ll send it in :)