IPA Report “DWP Universal Credit Operational Plan 2019-20 Review March 2019

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Dear Department for Work and Pensions,

Re: IPA Report “DWP Universal Credit Operational Plan 2019-20 Review March 2019” (“The Report”)

RFI1: Please confirm that all actions identified in The Report have been completed.

Page 15 of The Report states:
“The KPMG study undertaken last Autumn was asked to “Review current performance of the service centres, identify areas for improvement and develop a productivity plan that enables the Department to rollout the approach across the network”

RFI2: Please disclose the KPMG study referenced

Page 17 of The Report states:
“The Review team learned that the “Work Coach” dashboard was a planned systems development but has been put on hold because of other priorities. Given the potential growth in caseload and the consequent inability for staff to remember customer details, we feel that this decision should be revisited.”

RFI3: Please confirm if the 'Work Coach Dashboard' was revisited and if held please disclose the current version.

Yours faithfully,

John Slater

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Dear John Slater,

I am writing in response to your request for information, received 19th
October.

Yours sincerely,

DWP Central FoI Team