DWP Customer Support Standards

Owen Stevens made this Freedom of Information request to Department for Work and Pensions Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

The request was successful.

Dear Department for Work and Pensions,

Please see https://www.whatdotheyknow.com/request/e...

In the ICO decision notice relating to that request (IC-275034-F1Q1) the Commissioner states that the DWP confirmed that that two documents provided in response to that request (including the Customer Support Standards (CSS)) make up the complete framework and that in order to confirm this, DWP had consulted with DWP Quality Governance Board members and all Directorate quality leads.

The CSS enable a dedicated quality team to check a sample of cases to assure compliance against the standards: https://www.judiciary.uk/wp-content/uplo...

(1) Please provide the results of the most recent sampling exercise.

The CSS document appears to be intended to be read alongside some form of guidance on the application of the standards. For example, the CSS include a column titled 'count' - but there is no information on the purpose or application of this column in either the CSS document or the document titled 'Enhanced Quality Assurance Framework'.

(2) Please provide documentation provided to staff to help them understand and apply the CSS.

Yours faithfully,

Owen Stevens

DWP freedom-of-information-requests, Department for Work and Pensions

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freedom-of-information-request@dwp.gov.uk,

2 Attachments

Dear Owen Stevens,

Please find attached a response to your request for information, received
20th May.

Yours sincerely,

DWP Central FOI Team

Dear Department for Work and Pensions,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Department for Work and Pensions's handling of my FOI request 'DWP Customer Support Standards'.

I do not accept that (1) has been answered. The result of the sampling will presumably have been some sort of report setting out relevant statistics, drilling down into specific issues encountered and including examples of the kinds of successes and failures found in sampled cases, and possibly drawing wider conclusions - this has not been provided.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/d...

Yours faithfully,

Owen Stevens

DWP freedom-of-information-requests, Department for Work and Pensions

Thank you for contacting the Department for Work and Pensions (DWP).

This is an automated confirmation that your request for information has
been received by the DWP Freedom of Information mailbox and will be
processed accordingly.

Please note that this mailbox is for Freedom of Information (FOI) or
Internal Review (IR) requests only – If you have submitted a non FOI or IR
related email then we may not be able to action it.

Timescales for responding

Freedom of Information (FOI) Requests

If your email is a valid FOI request, as per Section 8 of the FOI Act
2000, you can normally expect a response within 20 working days.

Internal Review (IR) Requests

You can normally expect a response within 20 working days.

We will respond to all valid FOI and IR requests within our statutory
timescales, if we are unable to do so then we will contact you to explain
why. Please note that we are not able to process your FOI or IR request in
any shorter timescales that you may indicate.

Receiving a response from us

Please note that email FOI and IR responses will be issued from [1][email
address]

We recommend that you add this address to your email contacts otherwise
the response may be treated as Spam or Junk by your email account
provider.  

Further Information

Should you have any further queries in connection with your FOI or IR
request please contact us.

More information on the DWP can be accessed on gov.uk here –

[2]https://www.gov.uk/government/organisati...

show quoted sections

References

Visible links
1. mailto:[email%20address]
2. https://www.gov.uk/government/organisati...

freedom-of-information-request@dwp.gov.uk,

1 Attachment

Dear Owen Stevens,

Please find attached a response to your request for information, received
13th June.

Yours sincerely,

DWP Central FOI Team

Owen Stevens left an annotation ()

IC-319368-Q6H3

Owen Stevens left an annotation ()

The Information Commissioner has come to a preliminary conclusion that the request has been answered, but that the internal review request constituted a new request which has not been answered. DWP have undertaken to provide a response to the request for that information.

freedom-of-information-request@dwp.gov.uk,

3 Attachments

Dear Owen Stevens,

Following communication with the Information Commissioner's Office please
find attached a new response to your request for information, received
13th June.

Yours sincerely,

DWP Central FOI Team