There is a risk that the Department will deliver a new service without the important improvements to claimant’s experience. The Department intends to make a lot of changes to the process of making a claim before it launches the new health assessment service in 2029. In advance of this, it plans to build its own case management IT system and develop the new service. It then needs to use a ‘test-and- learn approach’ to trial changes and identify what works to improve the claimant experience. Th...

There is a risk that the Department will deliver a new service without the important improvements to claimant’s experience. The Department intends to make a lot of changes to the process of making a claim before it launches the new health assessment service in 2029. In advance of this, it plans to build its own case management IT system and develop the new service. It then needs to use a ‘test-and- learn approach’ to trial changes and identify what works to improve the claimant experience. The Department needs to have identified exactly what its new health assessment service will look like by 2027 to either invite the private sector to bid fo Type: recommendation | Number: 2 | Response status: accepted Government response: The government agrees with the Committee’s recommendation. Transformation Programme (HTP) business case, based on the approved Programme scope at November 2023. This business case is based on delivery of the HTP in line with the current programme plan, as well as t