Claimant Service and Experience Survey (CSES)

The service to be commissioned comprises a contract for 3 years and four months, with an initial term of one year, with options to extend in increments reviewed on an annual basis, subject to funding. The research will consist of four survey waves per year (quarterly). The primary aims of the research are: - To explore the views and experiences of customers and claimants who have had meaningful contact with DWP within the reporting quarter. - To assess DWP service provision against four key metrics of performance; ‘Ease of Access’, ‘Getting it Right’, ‘Keeping you Informed’ and ‘Right Treatment’. - To detect variations in the views and experiences of claimants in receipt of different benefits. - The Departmental aim underlying the research is: - To deliver an efficient and effective claimant service, delivering value for money whilst maintaining a high performance against the four metrics stated above.