We inherited a system full of rules that are difficult to understand or apply, forms that are difficult to complete correctly, and processes which are so complex that they lead to double handling and inefficiency. The system is difficult for staff to administer and mistakes are easily made which can lead to unnecessary hardship for customers and cost to taxpayers. We want to change that and make the system work better so that we get things right, and get them right first time. We want to build a system that enables us to break through the barriers of inefficiency and waste. We want a system that allows us to focus on investing in people's opportunities and success instead of staff being tied to administering outdated procedures and customers being tied into the system.
Service delivery is essential to our approach to welfare reform.
Our services must actively help people to move off welfare and into work. They must be focused on what customers need, and they must ensure that help goes to those who need it and not to those who try to rip off the system. They must be efficient services that offer the best deal to customers, taxpayers and staff. The difference that an active service will make for our customers is that the work of staff will change from passively paying out benefits to actively helping people into work where they can be better off than they could ever be on benefits. We are already finding some of that success coming through for our new deal for lone parents where, with the help of a personal adviser, lone parents receive support, guidance on job search, training and after-school childcare and job action plans tailored to their circumstances.