Policy paper

Advanced Customer Support: Learning and improving from serious cases

How DWP learns when its customers’ experiences have fallen below expectations and uses this to make changes that improve what it is doing.  

From:
Department for Work and Pensions
Published
17 July 2025

Documents

Advanced Customer Support: Learning and improving from serious cases

PDF, 742 KB, 50 pages

Details

After reporting on the wider activities of its Advanced Customer Support Teams in its Annual Report and Accounts, DWP has committed to be more open and transparent about what it learns from serious cases and how it grows as a learning organisation.​​

This publication explains how Internal Process Reviews (IPRs) form a core part of DWP’s overall approach to learning, detailing what was identified from serious cases, and the improvements put in place to deliver change for our customers.

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Published 17 July 2025

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