Enhanced Quality Assurance Framework

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 partially successful.

Dear Department for Work and Pensions,

The DWP ARA 21/22 states that "In June 2021; the [Serious Case Panel] discussed DWP’s “Operating models for complex issue resolution in serious cases”. During the discussion, best practices were shared and areas for improvement identified. We are developing new and strengthened customer experience measures as part of an Enhanced Quality Assurance Framework which is due to be implemented during July 2022.” https://www.gov.uk/government/publicatio...

Please see:
1. https://www.whatdotheyknow.com/request/e...
2. https://www.whatdotheyknow.com/request/e...
3. https://www.whatdotheyknow.com/request/e...

In response to the 1st request DWP stated that: "Whilst the initial ambition was to have a fully revised version by July 2022 [...] it is expected that this review will be completed by March 2023"

In response to the 2nd request DWP stated that: "We expect this final approved framework to be available between April and June 23"

In response to the 3rd request DWP stated that: "We plan to have this activity complete by 30th September 2023"

Please provide the Enhanced Quality Assurance Framework. Please also provide a document (e.g. an update to staff) explaining what changes have been made to the earlier framework.

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,

I am writing in response to your request for information, received 2nd
October.

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 'Enhanced Quality Assurance Framework'.

I do not accept that all the relevant information has been provided.

The document provided states that:
"5.3. Vulnerable customers with complex needs - Tier 1 and Tier 2 assurance is enhanced to assure service delivery for vulnerable customers with complex needs, and all methodologies are aligned in assuring the whole case is correct going forward.
5.4. A set of assurance “standards” known as Customer Support Standards (supporting Advanced Customer Support) has been introduced incorporating the correct application and accessibility of this service."

The DWP ARA 2022-23 states that the Customer Support Standards are part of the Enhanced Quality Assurance Framework:
"We have developed and implemented a Quality Assurance Framework, which sets out how the department will evaluate and improve the quality of our services to ensure our customers receive high standards of support. This framework has recently been expanded to include Advanced Customer Support Standards, which sets out how we identify and support vulnerable customers."

The Customer Support Standards fall under the scope of this query but have not been provided in the response.

Please provide the Customer Support Standards.

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

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
[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 –
[1]https://www.gov.uk/government/organisati...
 

show quoted sections

References

Visible links
1. https://www.gov.uk/government/organisati...

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

2 Attachments

Dear Owen Stevens,

I am writing in response to your request for information, received 30th
October.

Yours sincerely,

DWP Central FoI Team

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ICO complaint

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IC-275034-F1Q1