To ask Her Majesty's Government what measures have been put in place since the publication of the National Audit Office report, Supporting Disabled People to Work, to better measure the outcomes of their job centre offer, specifically around measuring (1) progress towards work; (2) time spent with customers; (3) customer satisfaction; and (4) data on satisfaction or quality of referrals to third party provision.
Since the National Audit Office’s report on Supporting was published in March 2019, we have been working to fulfil all of its recommendations. For example, as part of the evaluations of Work and Health Programme and Intensive Personalised Employment Support, we will measure the impact of the programmes on participant employment outcomes.
We have invested in 60 minutes additional work coach time per claimant per year to offer ‘supportive steps’. For some claimants, this extra support may include activities and tailored support around work options, journey towards work and work preparation activity.
In September 2019, the Department created a Customer Experience Directorate to further our commitment to improve customer service.
We have strong oversight of DWP contracted employment provision. Since the publication of the report we have reviewed and revised our commercial processes.