As it has done previously, the Department pointed to the work it was doing to transform the PIP service through its Health Transformation Programme. It explained that, as part of this programme, it was testing an online application form which took claimants to the questions that related to their situation, making it quicker to complete. The Department said it was testing the full online process in only a few postcodes, but in those places it had, on average, reduced the time taken to process claims by 20 days, and enabled it to achieve its target to process 75% of PIP claims in 75 days.31 In 2023, the Department told the previous Committee that it had started to process applications from claimants living in specific postcodes in London and Birmingham and that it intended to process up to 20% of PIP claims using the new online service by 2026.32 However, during our evidence session, two years later, the Department 25 Committee of Public Accounts, DWP Customer Service and Accounts 2023–24, Sixth Report of Session 2024–25, HC 354, 23 January 2025, p 1 26 The Department for Work and Pensions, Annual Report and Accounts 2024–25, HC 995, July 2025, p 72 27 Qq 26-27 28 Qq 25-26 29 Q 30 30 Q 28 31 Qq 29, 40 32 Committee of Public Accounts, Revising health assessments for disability benefits, Third Report of Session 2023–24, HC 79, 29 November 2023, pp 7-8 and 10 13 said only that it believed it could reach the 20% target by 2029, when the programme is due to be completed.33 We think that this is far too long for claimants to have to wait to see an improvement in how their claims are processed.