Page 29 - Reforming Benefits Decision-Making -(updated - August 2021)

this and would like to see both the outcomes for claimants and the impact on
claimants’ experience of the process evaluated, and the results of that
evaluation published.

2.10 We have had mixed feedback from claimants and advisors about the use of
telephone assessments. For some claimants, telephone assessments are less
stressful than appearing face-to-face, for example, because it means there is
no need to travel to the assessment. However, for others they pose greater
challenges. We were told that they can be particularly difficult for claimants
whose first language is not English and who therefore find it more difficult to
express themselves over the phone. This is exacerbated by the current
technological limitations which mean only three-people can be on the
assessment call – it means that claimants have to choose between having an
interpreter or their support worker/adviser on the call. We also heard concerns
about informal observations made by assessors, for example about the
claimant being alert and having good focus, when this cannot reliably be
known over the phone. We have not had specific feedback on video
assessments. We can see how they may be preferable to telephone
assessments in certain circumstances as they allow for the use of visual cues.
However, for others, the experience of talking on camera may cause
considerable anxiety and be detrimental to their mental health. In addition,
video assessments will not be possible for claimants who are digitally
excluded either because they do not have access to the necessary devices and
internet, they have a certain impairment, or they lack the required digital
skills.
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2.11 The DWP has told us that they are “closely monitoring all new assessment
processes, including telephone assessments.” We echo the SSAC’s
recommendation that the DWP and DfC should produce – and publish –
a comparative analysis of case outcomes for telephone, paper-based and
video assessments, including consideration of the protected

52 See further Chapter 4 in respect of digital exclusion.

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