Provider memo 04: Changes to Customer Service Standards
Updated 4 April 2024
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This publication is available at https://www.gov.uk/government/publications/work-and-health-programme-provider-memos-2018/provider-memo-04-changes-to-customer-service-standards
This memo is for Work and Health Programme providers.
Background
The following information will shortly be included in the provider guidance. There are 4 Customer Service Standards (CSSs) for the Work and Health Programme). The aim of the standards is to ensure continuity of customer support and drive a good customer experience on joining the programme. Early indications have shown that suppliers are trying to meet the standards at the expense of the claimant customer journey.
Summary and action
The Department for Work and Pensions (DWP) has recognised the impact and has amended Customer Service Standards 1a, 1b and 2 as a positive change to improve the claimant customer journey and provide more time for suppliers to engage with the claimant.
It will allow for genuine exceptions which may arise beyond supplier control without suppliers being penalised.
New Customer Service Standards
Customer Service Standard 1:
- 99% of ‘Referrals’ will result in a Participant Start or failure to attend within 15 Working Days of the Referral being made
- 99% of Participant Starts or failures to attend, referred to in CSS 1(a), will be recorded in PRaP within 15 working days of the Referral of the relevant participant being made
Customer Service Standard 2:
- the supplier must acknowledge 99.5% of ‘Referrals’, within 2 working days of the referral, on Provider Referrals and Payments (PRaP)
Customer Service Standards 3 and 4 remain unchanged.
Further information contact details
If you have any queries about this memo consult your performance manager in the first instance or contact the following email address: whp.enquiries@dwp.gsi.gov.uk
From: DWP Work and Health Programme live running policy team.