By the time he left the DWP, Harper had brought about a substantial reduction in the size of the backlog of PIP claims as well. This was achieved by: drafting in hundreds more DWP decision-makers; assessing more claims on the basis of the documents supplied by claimants, rather than through more time-consuming face-to-face assessments; changing the way that waiting times were measured; and streamlining the whole end-to-end process.
