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DWP Customer Service Standards/Customer Charter. Do they still exist?
Do the DWP still have an active set of “Customer Service Standards” or “Customer Charter”? The most recent documents I could find on the web date from 2014, and in the case of the Customer Service Standards are flagged as having been withdrawn.
Given that Customer Service nowadays seems to be a low priority within DWP, with ridiculous waiting times for decisions on PIP and LCW, mis-advice on phone lines and legally dubious decisions on UC, plus the continuing rudeness of Pension Service telephone advisers, I wondered if there was an up-to-date version of the Customer Charter?
All I could find was the following (that hadn’t been withdrawn ) https://www.gov.uk/government/publications/dwp-debt-management-performance-data/dwp-debt-management-customer-service-standards
The nearest thing that I can remember is the Civil Service Code as below.
https://www.instituteforgovernment.org.uk/explainers/civil-service-code
https://www.gov.uk/government/publications/civil-service-code
Given that we seem to have drawn a blank on this one, would it be possible for Daphne to raise the question with stakeholders?
I’ll send in an email and ask Benny
They’ve just referred me to this - https://www.gov.uk/government/publications/our-customer-charter/our-customer-charter - which is what you had isn’t it?
Do you want me to go back and push for something more??
Hi Daphne.
Yep, that’s the one. I wanted to know if it is still current (due to the multiple instances it is not being adhered to. Indeed, the multiple instances where decision makers and frontline staff seem to be utterly unaware of its existence.
Also, if it’s still current, why is it showing as “withdrawn” on the you.gov website?
Yes. I think more inquisitorial activity may be needed!
Thanks.
Have you got a link for the withdrawn one Benny and I can chase it up