How we are improving our service
Our priorities
We will:
- continue to improve the experience of our customers and partners
- invest in the professionalism and improve the experience of the people who work for us
- be more accurate and efficient.
Improvements so far
- Customer feedback – We take your complaints very seriously and aim to improve our services as a result. Here are some examples of what we have done to make things better for our customers.
- Customer Service Survey – Findings from the Customer Service Survey 2007-2008 show we are delivering on our promise to treat customers and representatives with respect and deliver an accessible, accurate and efficient service.
- Disability Living Allowance and Attendance Allowance Helpline – Improvements at the Helpline mean customers are receiving a better, faster and more responsive service.
- Carer's Allowance Contact Centre – The Carer's Allowance Unit has opened a Contact Centre following the Government's commitment to modernise public services.
- Simplified claim process – DCS is committed to simplifying the Attendance Allowance and Disability Living Allowance claim process. We want to make it easier for disabled people to give us the information we need to make correct decisions on their claims, as quickly as possible.
- Customer Case Management– new electronic guidance for Attendance Allowance and Disability Living Allowance, to help staff make quicker, more accurate and consistent decisions.
- Consultation with our customer organisations – Early consultation with partners in voluntary and community organisations and joint development and testing of initiatives.
- Accreditation for Decision Makers – Improved training and development opportunities to support Decision Makers.
- Other improvements – Information about other improvements.
More information about improvements
There is more information about improvements we are making in our Business Plan.
