Capability Reviews: Progress and Next Steps - The Civil Service
Capability Reviews: Progress and Next Steps - The Civil Service
Capability Reviews: Progress and Next Steps - The Civil Service
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egardless of which agency they contact. In addition, the ‘My DWP’ project will offercustomers a more modern route into DWP, via a secure online account.Area for action 3: Learn how to learn<strong>The</strong>re has been good joint working between HM Revenue & Customs (HMRC),North Tyneside Council <strong>and</strong> DWP in a pilot project in Wallsend to provide betteraccess to Jobseeker’s Allowance, housing benefits <strong>and</strong> Working Tax Credit. Onecustomer of the pilot noted that:‘<strong>The</strong>y sort everything out now <strong>and</strong> even inform tax credits about any changes.’This is now being rolled out to six more local authorities. Front-line staff <strong>and</strong>customers were involved in nine Lean projects <strong>and</strong> this work has been informedby the HMRC experience of similar work. DWP is now establishing a Lean academyto capture the learning from its Lean work <strong>and</strong> share best practice internally <strong>and</strong>with other government departments. External stakeholders have reported thatDWP is more outward looking <strong>and</strong> is engaging them successfully in the policymakingprocess.ConclusionsOne year on, the review team feels that good progress has been made against all ofthe areas for action. <strong>The</strong> board has taken the recommendations from the <strong>Capability</strong>Review seriously <strong>and</strong> acted upon them in ways that have had a positive impact onthe Department. <strong>The</strong> review team recognises that DWP now identifies with anambitious transformational agenda <strong>and</strong> is leading this change with energy.12 TRANCHE 1 DEPARTMENTS: A YEAR ON