Comparison of performance is based on a detailed analysis of the DWP Performance Standards. As well as the rounded DWP scores the reports show absolute scores, which give a better indication of performance.

The main cost benchmark is the cost per live case, weighted in line with the new DWP formula (ie private sector cases have a higher weighting than public).

As well as the aggregated costs, we look at costs by activity, where we divide the total cost into activities such as customer reception, processing etc. We also compare the different sources of income per weighted live case.

In addition, the report contains a large number of other measures covering:

• Workload
• Overpayments and Fraud
• Interventions
• Staffing and Employment.