appeals reform in operation “if the decision is right, explain it. if it is wrong, change it.”...

Appeals Reform in Operation

“If the decision is right, explain it. If it is wrong, change it.”

DWP Operational Stakeholder Engagement Forum

22 January 2014

Sandra Maughan Head of Dispute Resolution Team (DRT)

2Department for Work & Pensions

Aims and ObjectivesDiscuss early feedback on Appeals Reform – what’s going

well, emerging issues;

Update on Dispute Resolution Team organisation;

Discuss our Quality Approach;

Opportunity for you to provide insight and feedback – suggestions for improvements


How is it?

• We have previously advised you of the introduction of three key changes to the appeals process. These are: Mandatory reconsideration of decisions prior to appeal; Direct lodgement of appeals with HMCTS; and Time limits for DWP to return appeal responses to HMCTS

• Part of the process which wasn’t new but was “re invogorated” due to AR changes was that of the explanation; we have evidence to suggest that we are reviewing more of our decisions at this point than we have ever done before;

• Early indications are that we are revising a lot more decisions at the mandatory reconsideration stage in the favour of the claimant which is preventing escalation to appeal;

• Whilst we have no formal time target for completion of the MR we strive to complete these within 14 days: we are achieving this;

• The Outbound Reconsideration Call is pivotal to this change in outcome – it is critical if we are to review the decision and seek further evidence that this call takes place effectively;


DRT – How We Are Organised (Working Age)

DRT Cluster Senior Operations Manager (North)

DRT Cluster Senior Operations Manager

(South)

National DRT ManagerG6

Sandra Maughan

DRT Senior Business ManagerSindy Sanderson G7

DRT Business Support Team

Finance BP HR BP

DRT Cluster Operations

ManagerMiddlesboro, Newcastle , Stockton,

Sunderland,


ManagerPlymouth,

Gloucester, Llanelli

Bridgend


ManagerBasildon, Balham

Wembley


ManagerChesterfield,

Nottingham, Perry Barr,

Wolverhampton


ManagerMilton Keynes,

Lowestoft, Norwich


ManagerInverness, Wick


ManagerMakerfield,

Oldham, Sheffield , Barnsley Leeds,

Hull,

DRT Cluster Operations Manager

Dundee, Springburn.Bathgate, Clydebank

Coatbridge


Our Quality Approach

• We have adopted a new mantra which the “end to end” business has signed up to: “If the decision is right, explain it. If its wrong, change it.”

• This approach is pivotal to our quality approach and ensuring we reduce escalation to dispute at each and every stage;

• We have established a Quality Matters group where we have effected many quality improvements to the way we undertake our decisions including;

• Utilising feedback from HMCTS to consider improvements to our decisions, introduction of Quality Assurance Frameworks, the design and piloting of a feedback tool (QUEST – Quality Every Single Time), personalised Key Work Objectives which clearly state expectations, trend analysis on root cause of error.

• Our improvement agenda has representation from across DWP to ensure a holistic view to continuous improvement and we have already effected some improvements due to this focus on quality.


How is it for you?

• What are you finding since the changes were implemented?

• Any issues emerging you would like me to address?

• How would you like us to work together to instigate improvements?

appeals reform in operation “if the decision is right, explain it. if it is wrong, change it.”...

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