Health assessments represent one of the Department for Work and Pensions’ (DWP) biggest areas of expenditure and provide the gateway to 50 000 000 000 GBP of benefit expenditure each year.
The existing contracts for delivering assessment services across Personal Independent Payments (PIP), Employment Support Allowance (ESA), Universal Credit (UC) and a number of smaller benefits is the result of historical circumstance rather than design.
Services are delivered through a complex multi Heath Assessment provider base with different commercial and delivery operating models.
DWP via the Heath Transformation Programme (HTP) has identified opportunities for the transformation of the delivery of the health and disability services it delivers via a single integrated service. The new service will be a customer centric service putting the customer at the heart of the delivery within a context that recognises the differences in health journeys across the various benefits and the assessment intent to determine entitlement to a benefit.
The new service will offer a more joined up journey for customers ensuring that they get the support they are entitled to, in the most efficient and effective way.
The integrated service will be delivered by a DWP-owned single digital platform which will allow flexibility to iterate and improve the service over time. With customer consent, it will enable greater sharing of relevant information across the benefits, reducing the need for customers to provide information on multiple occasions.
We will also explore how we can better integrate the scheduling of assessments to improve the customer experience.
DWP are engaging in an open dialogue with the market to find creative, innovative solutions that could deliver the new service. The aim is to work with health assessment providers to help design services and establish potential outcomes that meet customers’ needs. As part of this dialogue, DWP will develop and finalise its lotting strategy.
DWP are planning a plenary event with interested health assessment providers to discuss initial proposals, outline views, and provide information with no commitment to the providers or the DWP.
Plenary event details:
We intend to hold the plenary event in Sheffield, April 2019, actual date to be confirmed. Please register with your interest in attending by emailing firstname.lastname@example.org by 26.3.2019. We will respond with event details in due course.
We would request that organisations limit the number of attendees to 2 per organisation.