Examination of Witnesses (Questions 80-82)
Mr Phil Wynn Owen and Mr Richard Heaton
27 NOVEMBER 2007
Q80 Lord James of Blackheath: Accident.
Mr Wynn Owen: The real issue behind your question
is how we communicate all these measures effectively both to our
staff, over 100,000 members of DWP staff, which in itself is a
massive communications challenge, and how we simplify our communications
to our customers. On the latter, our main mode of communication
to date, other than the obvious interactions over the phone or
in JobCentre Plus, has been by way of leaflets. We are conducting
a full leaflet review at the moment, seeking to simplify our products.
As previous witnesses suggested, there is always a balance to
be struck about giving comprehensive information, as of course
we are bound to on the pension side otherwise we can be subject
to judicial challenge, while seeking to keep things simple enough
for people to understand. That is why, fundamentally, we need
to simplify our system as recommended by Lord Turner and adopted
by the Government in the May 2006 White Paper.
Lord James of Blackheath: I would not have any
concern about the intellectual input of the team working to implement
system change, where my concern would come would be the unintended
consequence created by the sheer pressure of the changes that
you create in a year.
Chairman: I think we are probably going to get
the same answer if we ask it three times.
Q81 Lord James of Blackheath: I know,
I am just turning the screw a little tighter. I am prepared to
accept the last answer.
Mr Wynn Owen: There is no doubt that the legislative
pressure, both in primary and secondary legislation, puts huge
challenges, as we discussed earlier, upon Parliament and officials
in teams like my own Policy Directorate and Richard's lawyers.
The way DWP is organised, they are different from the officials
dealing with customers in the frontline or the customers themselves.
The important issue there is that close to the point of introduction
of any change and, going back to my previous point, how we communicate
that to customers and staff. I do not think we should confuse—
Lord James of Blackheath: The short answer is
you have never had a breach arising.
Q82 Chairman: Maybe you will not
rise to that bait. Can I thank you very much indeed for what has
been a very informative and interesting session. I trust there
is nothing further you need to add or wish to add?
Mr Wynn Owen: No, thank you very much. We have
promised a couple of letters on the Pensions Act 2007 and the
six months rule and we will certainly reflect on the lessons we
have learned from preparing and appearing before this Committee,
which has been very useful.
Chairman: Thank you very much.
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