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)
Aims and Objectives
Discuss 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
Department for Work & Pensions
2
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;
Department for Work & Pensions
3
DRT – How We Are Organised (Working Age)
National DRT Manager
G6
Sandra Maughan
Finance BP
DRT Cluster Senior Operations
Manager
(North)
HR BP
DRT Senior Business Manager
Sindy Sanderson G7
DRT Cluster Senior
Operations Manager
(South)
DRT Business
Support Team
DRT Cluster
Operations Manager
Dundee, Springburn.
Bathgate, Clydebank
Coatbridge
DRT Cluster
Operations
Manager
Inverness, Wick
DRT Cluster
Operations
Manager
Middlesboro,
Newcastle ,
Stockton,
Sunderland,
DRT Cluster
Operations
Manager
Makerfield,
Oldham, Sheffield ,
Barnsley Leeds,
Hull,
Department for Work & Pensions
DRT Cluster
Operations
Manager
Chesterfield,
Nottingham, Perry
Barr,
Wolverhampton
DRT Cluster
Operations
Manager
Milton Keynes,
Lowestoft,
Norwich
DRT Cluster
Operations
Manager
Basildon, Balham
Wembley
DRT Cluster
Operations
Manager
Plymouth,
Gloucester,
Llanelli
Bridgend
4
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.
Department for Work & Pensions
5
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?
Department for Work & Pensions
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