Self-Serve Proof of Benefit Letters - DWP Insight Gather
- 2 days ago
- 2 min read
The DWP’s - Service Modernisation Programme - Customer Journey Mapping Team request your help in gathering insight into a self-serve platform established last year to enable customers to access proof of benefit letters. The insight sessions will take place on Tuesday 21st and Wednesday 22nd July online.
Self-Serve Proof of Benefit Letters - DWP Insight Gather
Date: Tuesday 21st + Wednesday 22nd July
Location: Online
Registration: by email, contact operational.stakeholders@dwp.gov.uk
In September 2025, DWP provided a platform for customers so that they could self-serve proof of benefit letters.
These letters are solely for the purpose of assuring a third party that the customer is in receipt of benefit. It isn’t an entitlement letter, nor does it provide any in-depth information.
The aim was to reduce the need for customers to ring us, but some analysis has shown that there has been no reduction in telephony as expected. This has highlighted the fact that we are still not meeting the needs of the most vulnerable of our customers and potentially delaying the process for those that may need a Blue Badge or a Motability car for example. Of course, the intention always, was to make the journey easier for our customers rather than add an additional step.
Therefore, we would like to speak to you for several reasons:
To see if you know that the portal exists
As advocates, have you used the portal yourselves on behalf of customers?
Feedback from customers regarding ease of use.
Any feedback you have that customers may prefer a telephony route.
Of course, we are happy to hear all opinions and discuss any issues at all around self-serve proof of benefit letters, so that we can attempt to get to the bottom of the issue.
Dates and Times
We will be holding two insight gathering sessions using MS Teams on the following dates:
Tuesday 21st July – 10:00 – 11:00
Wednesday 22nd July – 14:00 – 15:00
There are two sessions which hopefully will give you an opportunity to join us. Both sessions will cover the same material so you would only need to attend one if you were able to help us.
If you can assist us and attend the session, please respond by close Friday 17th July. Please reply to this mail or email operational.stakeholders@dwp.gov.uk.
You will then receive your invite for the session.
We would be very grateful if you could join us. Your perspective will be very useful and very much appreciated.
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