answer text |
<p>Currently, DWP provide access to State Pension (Statements and Claim) through telephony,
digital and postal methods. For customers who use State Pension Online and State Pension
Statement there is a dedicated DWP online helpdesk which is available to provide support
to anyone who needs it to complete their claim or enquiry online.</p><p> </p><p>The
Department is aware that not everyone who uses its services will have access to or
be able to use digital services independently. As the Department builds more digital
services we will provide support to access them, where necessary, in the appropriate
non-digital way such as over the phone or face to face.</p><p>The Department also
works closely with partners in a number of ways to increase the digital skills of
elderly people or to better understand the barriers. This includes a network of Partner
Support Managers, based in DWP Work Services Districts, who work closely with partners
in the community supporting the most disadvantaged or vulnerable customers to access
the full range of DWP services. The types of activities include digital demonstrations
of how to utilise Carer’s On-line or State Pension On-Line.</p><p>DWP is a member
of the <a href="http://ageactionalliance.org/" target="_blank">Age Action Alliance</a>.
The work of the Alliance is taken forward through themed working groups. One of these
groups leads on digital inclusion, working in partnership with a range of accessibility
and technology based companies and organisations. Barclays is one such member and
through its Digital Eagles Programme provides practical and helpful advice on all
online issues. Members also include Local Authorities who provide digital training
and practical support for older people.</p><p>DWP has also been undertaking research
with local customer representative organisations to understand the barriers to older
people using the digital State Pension Online service to claim their State Pension.
Additionally DWP has consulted with customer representative organisations on plans
to introduce digital self-service channels for older people wanting to trace lost
pensions.</p>
|
|