The Department for Work and Pensions (DWP) has released a new publication detailing its approach to learning from serious customer cases. The paper, titled "Advanced Customer Support: Learning and improving from serious cases (2026)", explains how the DWP identifies issues and implements changes.
This initiative follows the DWP's commitment to increased openness and transparency regarding lessons learned from serious cases. The department aims to demonstrate how it operates as a learning organisation.
Internal Process Reviews (IPRs) are highlighted as a central element of the DWP's learning strategy. The publication outlines what was identified from serious cases and the improvements introduced to deliver changes for customers.