Page 141 - Reforming Benefits Decision-Making -(updated - August 2021)

27. DWP and HMCTS should work together to consider ways in which
technology can be used to streamline the process for making an appeal, in
particular by reducing the re-keying of information by appellants and the
provision of information already held by the DWP. Thought should also be
given to how those using the paper-based route can benefit from a similar
streamlined process (para 3.37).

28. HMCTS introduce a small-scale pilot with the aim of reducing adjournments.
The pilot should involve caseworkers reviewing bundles and where
appropriate directing parties to provide additional medical evidence and
missing documents. Data from the pilot should be collected and evaluated to
see if improvements are achieved (para 3.44).

Claimant support

Applying for, managing and challenging a decision

29. Existing DWP guidance on benefits should be less fragmented and clearly
signposted to on all application forms, benefits webpages and correspondence.
Hardcopies of the guides should be provided to those who are digitally
excluded (paras 4.7 and 4.8).

30. Claimants should be provided with information on the different types of
easements that are available (para 4.10).

31. The current two stage process for challenging benefits decisions should be
better explained by way of an infographic or flow chart. This should be
provided with all decision letters (para 4.11).

32. Videos explaining the processes for applying for benefits, how to prepare for,
and what to expect at health and disability assessments and the initial
interview and providing information on sanctions, would help people better
understand these processes. Whilst some videos already exist, further research
should be conducted into the most engaging and comprehensible format and
length for these and the subject matter they cover should expanded. They
should also be subtitled in a number of different languages, be prominently
displayed on relevant webpages and links to them provided in DWP
correspondence (para 4.13).
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