How effective are claimant communications and campaigns at improving awareness and understanding of benefit rules and promoting take-up and compliance and how can we improve their effectiveness? To what extent is the current regime of penalties for benefit fraud (and error) an effective deterrent and how can we make it more effective?

Background

We want to better understand what our wide range of different claimants need and expect, and how and why this is changing, for example, in light of the continued rapid development and use of technology, artificial intelligence and digitalisation.

We want to learn how we can improve how to measure and manage operational performance and productivity across the different parts of the business and identify and exploit opportunities to make delivery more effective, efficient and economical to reduce costs and ensure value for money for the taxpayer. We also want to better understand how to minimise the opportunity for fraud and error to enter our systems, and how to improve the speed and accuracy with which we detect it if or when it does.