Department for Work and Pensions: Communication
The question
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to modernise communications with the public and claimants, including increased use of email correspondence.
Answered by Andrew Western
The Department is modernising communications with the public and claimants as part of its wider digital-first strategy, while ensuring that support remains available for those who need non-digital channels.
We are moving towards the digitisation of notifications so that, by 2030, most communications will be delivered through the most appropriate channel, including email, SMS, secure messages via customer accounts and the GOV.UK App, whilst always providing a printed letter or other reasonable adjustment option where relevant customer needs are identified.
This multi-channel approach is designed to provide quicker, clearer, and more accessible communications, tailored to individual preferences and support needs, while maintaining paper correspondence and other reasonable adjustments for those who require them.
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