Page 133 - Reforming Benefits Decision-Making

where this can avoid claimants having to go through an appeal. The Working
Party’s proposed solution provides a direct right of appeal to the Tribunal
whilst requiring that the DWP review its decision before the appeal
progresses. In this way, where the DWP does not change the decision
following its review, the appeal may proceed without claimants having to
make another application.

5.7 The Working Party has highlighted both the opportunities presented by
technology and the barriers that it can cause. When used well, digitisation can
enable more streamlined processes, increase accessibility, for example, by
broadening access to services for those who may find it difficult to attend
assessments and hearings in person, and prevent claimants having to
repeatedly provide the same information in different contexts. However, such
developments require transparency around what is and is not being automated
and digitised, how this is being done, and the technological capability of the
systems. It also requires Government departments to work together in a
joined-up way. Crucially, DWP and HMCTS must remain aware of the
difficulties that digitisation poses for those who are digitally excluded and
provide meaningful alternative routes of engagement for them. This is a
particular issue for UC, where proper alternative channels for making and
managing a claim are urgently required to ensure UC works for everyone.

5.8 Finally, the benefits system is complex. Understanding entitlements,
managing claims and appealing incorrect decisions can be overwhelming and
stressful and have detrimental impacts on individuals’ health. Access to
information, advice and support is therefore crucial to ensuring individuals
receive the benefits that they are entitled to. An absence of these key
mechanisms not only comes at a significant cost to the individual, but also to
Government more widely given the knock-on effects on debt, homelessness,
and health-care services. We therefore recommend improvements to
information provision, signposting to advice and the use of technology to
deliver that advice where appropriate. However, we recognise the challenges
of providing sufficient levels of advice and support in the post-LASPO
funding landscape and very much hope that funding for early legal advice will
be reinstated.

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