[Stuart]

I don't know about the DWP, but I know someone who worked for the DSS (as it was then), in a role where they dealt with claimants.

They were stuck doing things according to a system they had no control over. They had no ability even to make decisions (these were made by the system using very rigid restrictions) about the claims. They also got abuse and daily death threats which the police advised them to take seriously. They dealt with all this while being paid a pitiful salary. Something people (and the media) like to forget when they talk about civil servants on six figure salaries and getting four figure bonuses.