<p>In 2019 the Department made a bid, through the Spending Review process, for additional funding in the financial year 20/21 to implement the Excellence Plan. This funding was to improve support for vulnerable customers and their interactions with the Department.</p><p> </p><p>In March 2020, prior to the beginning of the 20/21 financial year, and like many other organisations, we had to reprioritise our operations due to the Covid-19 pandemic. However, the following work has been undertaken in the time since.</p><p> </p><p>We have introduced more than 30 Advanced Customer Support Senior Leaders (ACSSLs) who have now been appointed across Great Britain.</p><p> </p><p>The Department has also created central teams in the Customer Experience Directorate to focus on strategically supporting our most vulnerable customers.</p><p> </p><p>In August 2020 the Internal Process Review Group was established to increase oversight of Internal Process Reviews at a more senior level.</p><p> </p><p>The Serious Case Panel was set up in late 2019 to consider systemic themes and issues that have arisen from serious cases.</p>