We asked the Departments what feedback they had received from victims about transparency during the claim process and what it was doing to address feedback it received. DBT told us it amended the claim guidance on the Horizon Compensation Schemes, in response to feedback from claimants about wanting more information, and has considered an online tracker so claimants could view their progress. The Home Office similarly confirmed it is reflecting on whether it should make an online system for tracking claims that is easily accessible and transparent, rather than relying on an individual caseworker to update a claimant.78 We also pressed the Departments on whether an app would be useful so every claimant to a scheme could track the status and progress of their claim. The Cabinet Office agreed that an app would work in certain circumstances, but it advised that there are others where it would not – particularly when a claimant is very ill. It also acknowledged that it is its job to make sure that there are appropriate and transparent channels available that match the diversity of people claiming through schemes. DBT then echoed this point, asserting that claimants to the Capture Scheme, for example, prefer paper-based communication such as letters.79 76 See Annex: Summary of survey results 77 GTS0003 78 Qq 93, 94 79 Q 96 24