HTP General Update November 2 - PowerPoint Presentation

1. HTP General UpdateNovember 2nd 202310am-1pm

2. Using Microsoft TeamsIf you have a contribution or a question you can raise your ‘hand’ by clicking on the hand icon or feel free to pop any questions in the chat.There will also be a chance to ask questions at the end of the session. Welcome & IntroductionsAims of this sessionTo provide a general overview of updates and recent developments within the Health Transformation Programme. To provide an update on upcoming stakeholder sessions and give an opportunity for stakeholders to consider questions in advance of the sessions/submit questions to be answered during the upcoming sessions.

3. Agenda10.00 – 10.10 Introduction and HTP Overview10.10 – 10.20 White Paper Test and Trials10.20 – 10.50 Health Transformation Area10.50 – 11.20 Health Assessment Service11.20 – 11.50 Functional Assessment Service 11.50 – 12.00 Apply for PIP12.00 – 12.10 Infrastructure and Projects Authority Review12.10 – 12.40 Target Operating Model12.40 – 13.00 AOB and Questions

4. Health Transformation Programme (HTP) OverviewThe HTP has 5 Strategic Outcomes:

5. White Paper Test and Trials

6. White Paper Test and Trials UpdateMatched AssessorsIn September, small-scale matched assessor testing began, involving existing HCPs with professional experience of supporting people with specific conditions.Will run until January 2024 and outcomes of this trial will inform our next steps.  Fluctuating ConditionsFollowing our workshop in August, prototypes were developed, and testing began in September. Awaiting report before next steps for testing are agreed and additional prototype iteration.

7. Health Transformation Area (HTA)

8. The HTA is a standalone environment serving a specific geographical area, where we are developing our service on a small, safe scale. This includes: White Paper TestsCase ManagementCase manager and healthcare professional collaborationNew Health Assessment Service digital platformHCPs trained to carry out both PIP and WCA assessmentsLondon - April 2021 Birmingham - Oct 2021 HTA Update

9. A Conversation with Senior Health Care Professionals…Chanchal Joshi & Anju Bandhu

10. Senior Health Care Professionals:Responsibilities within HTAProvide clinical advice/support to HCPs with both WCA/PIP casesProvide advice to Case Managers & Decision Makers when required to progress claimsProvide coaching, mentoring and trainingConduct quality reviewsIdentify trends and unacceptable or poorly completed reportsLiaise with clinical leads, providing support when required

11. Senior Health Care Professionals:Responsibilities within HTAAttend clinical leadership meetings and other forumsDisseminating information and changes to HCP’sWork collaborating by providing user research and suggested improvements Resource plans, ensuring optimum utilisation of HCPs time/productivelyIdentify complex cases for escalationCreating tools and tailoring support for HCP’sWork with Lead Contractor to ensure appropriate support

12. Health Assessment Service (HAS)

13. A simplified view of what HAS is…… it’s an internal facing service that we offer to benefit lines. Some statements that we believe to be true:The best Health Assessment Service is one that is never used - where possible we should make decisions without resorting to clinical helpNo claimant wants a health assessmentWithin the health assessment process, we should tailor the claimant experience to match what they’ve told us and what we need to knowIn general, assessing based on evidence rather than a conversation is better for claimants and the department but…There’s no single fit ‘right’ way to assess a claimant - it should always take their needs into account

14. Interactions with other journeys…Start of claimant journeyEnd of claimant journey

15. HAS Background To offer a transformed service to people with health conditions and disabilities, we are creating a new single, integrated Health Assessment Service (HAS); supported by a single digital platform, developed by DWP,covering all assessments, improving potential for better sharing of data and evidence within DWP, and more widely. This will deliver an improved claimant experience; a streamlined, more joined-up experience, more effective and efficient system that provides DWP staff and delivery partners with the tools to provide a first-class service; and a greater ability to support policy reform and further service improvements.Within our HTA sites, we have started to process a small number of PIP referrals/ assessments and Work Capability Assessments via HAS.

16. HAS Background Our route to the new Health Assessment Service (HAS) via a two-pronged approach:​The Health Transformation Area (HTA) - we are carefully designing and building our new HAS within the safe environment of the HTA. Within the HTA, we are developing the new service in a controlled environment at a small scale, iterating our processes and building an evidence base to support roll out on a greater scale and ultimately, nationally. The Functional Assessment Service (FAS) contracts, which are key to our transformational approach, provide the foundation for the transformation we are seeking. 

17. HAS Key FeaturesTransformation of Functional AssessmentsOne streamlined service with new IT and processA tailored service to reduce journey times & repetition of information The customer at the centre of everything & able to monitor and track their own applicationsAdministered through one digital service, helping to improve data securityFully integrated with other systems creating a seamless customer experience

18. PrinciplesConduct health assessments (clinical consultations) only by exception by placing more weight on what claimants have told usMake health assessments transparent to claimants by default – sharing more about the process and what is happeningEnable claimants who choose to self-serve in all parts of the assessment journey – purely on an optional basisMaximise use of everything that we already know about claimants (including Benefit History, Awards & Health Conditions) to prevent claimants having to repeat themselves

19. What we’ve done so farBuilt an enabling service for our healthcare practitioners that embeds the principals of supporting claimants and using the information they provide. Including;Viewing assessment details across all health benefits (PIP, UC, ESA)Viewing documents across benefits and claims A visible journey for all users A flexible appointment booking Claimant led assessments – giving our healthcare professionals the ability to move freely through the assessment journey depending on the claimant, their experience and how they express themselves, rather than attempting to follow a script that doesn’t meet their needsGroundwork to make sure our service is secure, safe and protects claimant data

20. Things we’re looking at…White Paper Tests and Trials Testing the concept of Specialist Assessors by initially Matching AssessorsFluctuating Conditions Tailored assessment experienceHow we can better tailor the claimant experience to personalise and reflect their circumstances. May include:Focussing an assessment only on the gaps in the information provided.Giving more information to the claimant when scheduling an assessment, so they know what the conversation is likely to be about.Tailoring the questions we ask a claimant to make sure they understand what we’re asking and why to ensure they have the best chance to answer.

21. Things we’re working on…

22. Transitioning to the new serviceThe transition to new assessment providers is a hugely important moment, with protecting customer experience a top priority. Through these new FAS contracts, we will be expanding the Health Assessment Service further.After the gradual, careful expansion of our service, we will reach the point where the Health Assessment Service will deliver all health assessments through a transformed service.

23. Functional Assessment Service (FAS)

24. To provide an understanding in the development of the new Functional Assessment Service (FAS) contract and provide a view of the journey leading to the new service commencement of FAS.Aims of the session

25. Functional Assessment ServiceWhere it started

26. PIP - The delivery of health assessments are split across 2 Suppliers (Independent Assessment Services (IAS) and Capita) and over 4 geographical LOTs: WCA - The Centre for Health & Disability Assessment (CHDA) delivers work capability assessments (WCA), for Employment Support Allowance (ESA) / Universal Credit (UC) and Specialist Benefits.  ATOS for Medical Support Services (MSS) delivers WCA for Northern Ireland.These services are a significant challenge in both the number of staff required to deliver and the number of assessments they undertake.How the current service looks

27. DWP’s longer term aim is to transition the currently separate assessment services for the benefits PIP and WCA into a single integrated Health Assessment Service (HAS). ​To begin this transformation, the department has procured the Functional Assessment Service (FAS) contracts, bringing the 2 current services together under 1 supplier. We are splitting PIP Lot 3: Southern England so there will be 5 geographical Lots for the FAS contracts, this increased the number of eligible suppliers in the marketplace. It is important that the claimant experience be consistent no matter the geographical Lot they are located in. The FAS contracts will provide continuity of service from September 2024 and is an important step in the Programme’s plan that will provide the foundation for the new Health Assessment Service (HAS).Functional Assessment Service

28. ProcurementCurrent PIP and WCA assessment delivery contracts end in 2024 FAS provider contracts have been secured to deliver services commencing September 2024.DWP SupportDWP is provisioning the IT systems, networks, end-user devices and telephony to deliver FAS services.Foundation for Future Transformation The new FAS Contracts will bring together both the delivery of PIP and WCA services under 1 supplier for each geographical region.Splitting PIP Lot 3 Southern England – to provide 5 geographical lots Under the FAS contracts, all providers will utilise the same DWP IT system to ensure continuity and stabilisation of the servicePIPHASFASWCAFAS Assessment Key Activities

29. How the FAS contracts will lookEach lot provides a single contractual arrangement for PIP and WCA together for a 5-year term.All assessment services in a geographic area performed by a single prime provider, which will give the Department and Provider the opportunity to join up the claimant experience across different benefits.All providers will utilise the DWP IT provisioned systems to deliver assessments ensuring continuity and stabilisation of the service.FAS will provide the flexibility to roll out the new Health Assessment Service once developed.*The Scottish Government will take responsibility for administering a replacement of PIP, but we will still be procuring WCA and other assessment services for specialist benefits. We remain committed to delivering the best outcomes for claimants and taxpayers. We continue to work closely with the Scottish Government to support the smooth transition to the new replacement benefit.Functional Assessment Service

30. Claimant Impact Assessments and Communication

31. The Department has started engagement with suppliers to ensure a smooth transition takes place in readiness for the commencement of the FAS contracts from September 2024, minimising the potential for any claimant impact. The Department recognises the need for continuity of service and will work with both outgoing and incoming suppliers to ensure report quality is unaffected during the transition period. The DWP-provisioned IT systems will ensure that the existing caseload will seamlessly transfer from current to new suppliers. Claimant Impact

32. Claimants should experience little change; Additional information in appointment letters providing the key information claimants require to ensure they can contact the new suppliers and manage their appointment accordingly. A targeted approach will reduce potential for inbound telephony enquiries for both DWP and existing providers for claimants not expecting to have an assessment. Where appropriate we will provide other secondary communications too; Updates to GOV.UKUpdates to the existing provider websites Providing DWP telephony staff updates (potential FAQs)Communicating the changes

33. Apply for PIP

34. Infrastructure and Projects Authority (IPA) Review

35. Target Operating Model (TOM)

36. By 2029 we need to be:An organisation which recognises the complexity of each customer’s needs and uses data to deliver the most appropriate tailored journey.  With a much greater shift to online self-service but with a mix of channels that integrate faultlessly with each other, where the wiring is hidden for the customerCustomers & ChannelsProducts, Services & ProcessesBy 2029 we need to be:An organisation that has streamlined processes, with products and services focused on delivering the right outcome, as efficiently as possible.  Automation of low value manual processes allows people to focus on high value customer interactions and data helps to triage and route activity to tailor to needs effectively.  Organisation & PeopleBy 2029 we need to be:An organisation anchored in case management where we build ongoing relationships with our customers & take accountability for supporting them throughout the journey, recognising this will mean different things for different customers. With greater join up between job roles across health & employment.  Technology & DataBy 2029 we need to be:An organisation that uses technology to drive efficient, effective and resilient services in PIPe2e and HAS, ensuring aligned by using SRA, where relevant. Data is at the core of all decision making & will enable as close to real time operational management as possible. Data security is maintained in all aspects of the service.Partnerships & stakeholdersBy 2029 we need to be:An organisation which delivers seamlessly, whether inhouse or via commercial partners, with flexibility and excellent VFM built into all partner relationships. Co-creating with both partners and stakeholder organisations to ensure our service is customer centred design and delivery.LocationBy 2029 we need to be:An organisation that takes a flexible approach to locations, with some localised estates and an increased virtual element. Our estate supports a more joined up experience, with relationships between case managers, HCPs and work coaches not dependent on co-location.TOM: Target Statements

37. Questions

38. Future Stakeholder SessionsExternal Stakeholder Engagement SessionsUpcoming Workshops:Apply for PIP – Next Steps – November 15th Apply for PIP – Additional User Group RequirementsWhite Paper Test Update

39. Thank you!Any questions?If you would like any further information on today’s presentation, please get in touch. ​Craig Dutton – craig.dutton1@dwp.gov.ukSteve Harris – stephen.harris1@dwp.gov.ukLana Love – lana.love@dwp.gov.ukAaron McDonald – aaron.mcdonald@dwp.gov.uk