Falling between the gaps
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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
