This sounds like they are using the problems with the current system as a means of justifying a new system but with nothing actually showing that they can provide the solutions. The new system would be a walled garden, a captive market, like the NHS itself. At least with the current system a claimant can hire a lawyer which would allow market forces to provide all the lawyers that are needed. With the proposed system there would be a handful of overworked staff and the claimant would just have to accept the situation. We've seen this with the passport office and DVLA, who only have a very simple job to do.
This sounds like they are using the problems with the current system as a means of justifying a new system but with nothing actually showing that they can provide the solutions. The new system would be a walled garden, a captive market, like the NHS itself. At least with the current system a claimant can hire a lawyer which would allow market forces to provide all the lawyers that are needed. With the proposed system there would be a handful of overworked staff and the claimant would just have to accept the situation. We've seen this with the passport office and DVLA, who only have a very simple job to do.