Fraud and error is incorrect payment caused by us holding incorrect information about a claimant’s circumstances. To what extent is this caused by non-compliant behaviour on the part of the claimant, whether intentional or not? What drives non-compliant behaviour and what levers might be successful in discouraging and reducing it?

Background

This encompasses priorities around:
- continuing to reduce and prevent fraud and error in benefit expenditure
to deliver value for money for the taxpayer and an appropriate balance between effective fraud prevention and good customer experience
- becoming an increasingly data driven organisation with modern, secure, sustainable, and automated systems to drive better experiences for DWP customers, staff and taxpayers
- understanding customers’ experience so DWP can target interventions when and where they have the most impact
- working smartly and flexibly to deliver services when, where and how DWP customers need them, increasing analytical capability to tailor services to customers’ individual needs and circumstances