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NEW pre-assessment for new DLA Claims (DLA960) to reduce number of claims that have no chance of success.

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Fri, 20/03/2009 - 2:01am
John
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The Department for Work and Pensions, Disability & Carers Service, wants to reduce the number of DLA claims it processes which have no chance of success.  Following a trial this is now being rolled out nationwide. 

The DLA960 will be the first stage to assess any need.

"Reducing nugatory claims to Disability Living Allowance for working age customers

Nugatory claims to Disability Living Allowance (DLA) are claims that have no chance of success. These claims may be made by customers with no mobility or care needs or those that do not satisfy the residence and presence conditions of the benefit.

It is important to reduce the number of nugatory claims to DLA as these help to create the perception of poor customer service by raising customer expectations as these claims have no possibility of succeeding. Work has therefore been underway to:

Pension, Disability and Carers Service (PDCS) have been testing a checklist with prospective customers face-to-face with Jobcentre Plus, over the telephone with Helpline and via the post with DLA claim forms issued in the Midlands area. The checklist asks a series of questions to help customers determine if they have any potential benefit entitlement. Testing has shown that customers receive an improved customer service through better handling of their expectations at the start of the claims process.

PDCS have now taken the decision to use the checklist at all points of customer contact:

Providing clear and consistent information to our working age customers will ensure they feel more informed before they consider making a claim.

The checklist will be rolled out across all customer contact points in stages and will initially be introduced into Helpline with effect from 27 February 2009."

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