DWP derides claimant complaints over digital rollout of Universal Credit
By Tony Collins
Less than 24 hours after the Institute for Government criticised the DWP’s “tendency not to acknowledge bad news”, the department’s press office has poured scorn on complaints to an MP about problems with the rollout of Universal Credit’s “digital” system.
A spokesman for the Department for Work and Pensions has described as “anecdotal” complaints by the public about the “full” digital Universal Credit system in south London.
The DWP has declined to publish reports that would give a factual account of the performance of the Universal Credit digital system during rollout. Its spokespeople can therefore describe claimant complaints as “anecdotal”.
Ministers hope that the in-house and cheaply-developed “full” digital system will ultimately replace a “live” service that has many workarounds, has cost hundreds of millions of pounds, has been built by the DWP’s traditional IT suppliers, and deals with only limited groups of claimants.
But the agile-developed digital system has had its problems at a pilot site in Scotland – where the DWP described claimant…
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