The Department is running two distinct health assessment services, one processing most claims using its current approach and one which is testing how it might change its approach in the future. We asked the Department how it was ensuring that any issues with the pilot service were being picked up and that claimants in the trial areas were not being disadvantaged. The Department told us that in the early stages of the testing, there were relatively few claims being processed in the new way, there was a lot of support available, including senior staff reviewing “each and every case as it comes through”. It 47 Q 15 48 Qq 13, 15; C&AG’s Report, Figure 8. 49 Cystic Fibrosis Trust (RDB00002) para 4 50 Q 15 51 Q 15 52 Qq 22, 25–26, 29 Revising health assessments for disability benefits 17 also told us that it had “active management through a case manager”, which it didn’t have for the current service, which meant that it could pick up and address issues quickly.53 The Department told the us that it had a ‘very low tolerance for inconsistency between the two services’.54 The Department said that it was being very careful to ensure that it was applying the legislation in a consistent way, that it was providing the same standard of service, and that the outcomes were right for customers.55 Providing transparency to Parliament