Putting things right: complaints and learning from DWP - the ...

Falling between the gaps
DWP is an enormous organisation. It is,
understandably, challenging for large departments
such as DWP to avoid communication failings
between, and within, the different parts of the
organisation, and between themselves and citizens.
These failings can and do lead to a lack of joined-up
service. Sometimes the problems arise from system
failures. On other occasions they are the result of
individuals failing to be ‘customer focused’.
We continue to see complaints about DWP where
such failings are entirely avoidable; different parts
of the organisation failing to see beyond their
immediate responsibilities and to appreciate the
wider responsibilities of the department and the
needs of their customers. As a result individuals
‘fall through the gaps’ between the services DWP
provide. These failings lead to poor customer
satisfaction or, on occasion, to significant financial
loss and considerable distress.
‘I feel that the main problem
is that there is no continuity
of personnel who deal with
one’s affairs’
Mrs P complained about The Pension Service
(page 82)
Putting things right: complaints and learning from DWP | March 2009 55