Improving Support for Disabled Individuals

htp june update 26 th june 2025 n.w
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Explore the initiatives and strategic outcomes of HTP's June update, focusing on enhancing support for disabled individuals through innovative systems, processes, and people-centered approaches. Discover how Exploration Hubs aim to improve the employment support offer for disabled individuals, leading to increased trust, efficiency, and take-up of support services.

  • Support
  • Disabled
  • Exploration
  • HTP
  • Employment

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Presentation Transcript


  1. HTP June Update 26th June 2025 10am-11.30am

  2. Agenda HTP Overview Exploration Hubs PIP Update HAS into FAS Transformed Case Management HTP Now and Next Questions

  3. HTP Overview Systems Processes People

  4. HTP Overview SYSTEMS Developing two new IT systems from scratch entire application and assessment process o Engaging with our colleagues and stakeholders to gain insights from the people that support those with health conditions and disabilities every day. PROCESSES Rethinking the PEOPLE Bringing our colleagues with us o the New PIP Service to replace PIPCS, used by DWP staff to process PIP claims; and exploring how we can provide more tailored, personal support. o Introducing online applications as an additional option for the PIP process, and Systems Processes o a Health Assessment Service (HAS) IT platform to deliver all health assessments on a single digital platform. already holds, tailoring assessments and only conducting them if necessary. support our most vulnerable customers when it really matters. o Reducing the burden of health assessments by using information DWP colleagues have more capacity to o Enabling efficiencies so that our o Focusing on making the right decision first time and explaining it as clearly as possible - reducing the need for customers to request MR/appeal. part of People o Preparing and motivating colleagues for the improved service they will be

  5. HTP Overview The HTP has 5 Strategic Outcomes: 1 2 3 4 5 More efficient service with reduced demand for health assessments Improved customer experience with shorter journey times Increased customer trust in services and decisions Increased take up of wider support and employment Transformed in house data and IT infrastructure that is secure

  6. Employment Support Exploration Hubs

  7. Exploration Hubs An Exploration Hub is a dedicated space where we will explore ways to improve how we support disabled people and people with health conditions Barking Jobcentre Exploration Hub We are focused on what a good employment support offer looks like for these customers and ensuring Jobcentre colleagues have the processes, training and awareness they need to offer effective support Future Exploration Hubs We will be opening similar hubs in other locations to explore national and local opportunities

  8. Exploration Hubs We are currently looking at the following areas in Barking: Flexible Additional Work Coach Time (Health) appointments Work Coaches have the autonomy to set appointment structure, channel, duration and frequency How and where support is offered Looking beyond Jobcentres and the UC claim process as the only locations and occasions to offer support Occupational Therapy offering voluntary therapeutic interventions to Limited Capability for Work and Work-Related Activity (LCWRA), PIP and other customers on a case-by-case basis Additional Training identifying training needs of Jobcentre colleagues to enhance their understanding and awareness

  9. PIP Update Latest Developments

  10. Invited Digital Majority of customers who call to apply for PIP are invited to complete their PIP2 digitally, if they wish. Available to all postcodes in England and most user groups. Teams continue to work on extending the offer to all user groups. March 2025 Some Repeat Claims Summer2025 Wales & Welsh Language All Repeat Claims June 2024 DLA Child Advanced Claims Third Party Ongoing Personal Appointees Corporate Appointees

  11. New PIP Service First version of new system that will replace PIPCS Introduced on 30th September 2024 Number of iterations since then as we test, learn and develop Small scale for stability and functionality Improved communications and letters Reduce overall processing time and duplication of work Better integration with other DWP services Modern architecture supporting future enhancements

  12. Capturing Health Conditions Current Challenge Health condition data is recorded in free text. New Approach Introducing a central health condition dataset. Benefits Improved data quality and consistency. Clearer understanding of the people we support. No standard way to capture health conditions, leading to variation. Capturing data in a structured way: Intelligent claim routing. 1st : Decision Makers Creates limitations in understanding and analysing caseloads. Tailored health questions. 2nd : Healthcare Professionals 3rd : Customers

  13. HAS into FAS Expanding HAS

  14. HAS into FAS FAS Functional Assessment Service HAS Health Assessment Service

  15. HAS into FAS DWP is initially working with Capita to test HAS in their space on a small scale and work with us to develop the service The Test & Learn launched on Monday 31st March commencing the initial 6 month testing period Following the initial test with Capita, the three remaining providers will start to use HAS over time Ensuring sufficient HCP capacity Exploring NHS Data Sharing

  16. Transformed Case Management Update

  17. Transformed Case Management The service so far: New Claims received into the service SMS Notifications Award Rates Mandatory Reconsiderations Journey Times

  18. HTP Now and Next

  19. HTP - Now and Next Now 2027 2026 Structured Health Conditions Increased HCP resource Majority of user groups (inc Motability) in scope NPS/ HAS Invited Digital user groups increase HAS volumes increase TCM embedded in New PIP Service, ready to scale Scalable approach to case management determined Scalable approach to reducing the need for full assessments More tailored notice periods TCM Approval of transformed approach Ongoing evaluation of new approach

  20. Planning for the Future 2027 End of Programme All customers seeing an improved, efficient service Recording assessments by default Assessment reports available by default Self-service appointments for health assessments Ability to raise MR online Online applications available in all areas Change of circumstances online Improved, simpler evidence gathering Employment support offer

  21. Questions

  22. Thank you! Any questions? If you would like any further information on today s presentation, please get in touch. Craig Dutton craig.dutton1@dwp.gov.uk Steve Harris stephen.harris1@dwp.gov.uk Lana Love lana.love@dwp.gov.uk Martyna Albinowska martyna.albinowska@dwp.gov.uk

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