Work coaches expected to save two minutes per referral as a result of automation of ‘failure to attend’ process

Work and Pensions Minister confirms that new process was rolled out last month, and that reports from test sites ‘have been very positive’

Work coaches are expected to save two minutes per referral as a result of the automation of the 'failure to attend' process, the government has said.

Earlier this year, DWP Minister Guy Opperman confirmed that while the Department has no plans to automate decision-making in the universal credit sanctions regime –

'… we are automating the creation of the referral form for claimants who miss mandatory appointments. The referral form will then be reviewed by the work coach and submitted to the decision maker to take the ultimate decision, in the normal way.'

Writing recently to the chair of the Work and Pension Committee Stephen Timms further to his appearance before the Committee on 3 May 2023, Mr Opperman confirmed that the new process was due to be rolled out on 17 May 2023 and that –

'… automation of the ‘Failure to Attend’ referral process [is] estimated to save 2 minutes per referral … Reports from the 3 test sites have been very positive; Work Coaches report that re- engagement with customers has significantly improved. The streamlined process not only makes it easier for Jobcentre colleagues but also for customers to understand what is expected of them.'

For more information, see Mr Opperman's letter to the chair of the Work and Pension Committee (24 May 2023) from parliament.uk