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National Audit Office Report - Getting it right, putting it rightOn 7 November 2003 the National Audit Office (NAO) published the report "Getting it right, putting it right - Improving decision-making and appeals in social security benefits".
The report examined the overall impact of the changes to decision-making and appeals arrangements, and the effectiveness of arrangements for two benefits, of which one was DLA, following the changes made under the Social Security Act 1998.
DLA was chosen because it affects a large number of people (2.4 million). The NAO used a number of research methods. They utilised performance data, claimant files, claimant interviews and visits to departmental offices. They also consulted welfare rights advisers from Citizens' Advice.
Being the NAO they were as concerned with the costs of service delivery (and cost of failures in service delivery) as with the quality of the services themselves.
The NAO felt that £4 million could be saved in avoiding DLA claims going to appeal. This could be achieved by better evidence gathering, shorter forms (a shortened form tailored to claimant needs is being piloted in Glasgow), improved contact with, and better feedback to claimants, improved staff training and better Information technology support.
