Operational research in social security

In this paper we describe the work of the Department of Health and Social Security Operational Research (OR) Unit in Social Security. This work started in 1972 and with one break of eighteen months still continues. One of the authors (AFH) led the OR team from the beginning until September 1979 and the other (MJP) was the customer for much of its work. We describe briefly the organisation of social security work, and go on to talk about some of the projects attempted by the OR team. We will not shrink from describing some of the successes but we will concentrate most attention on the things which did not achieve the expected results. Readers will make their own judgements about the extent to which the failures were due to circumstances or to inadequacies of the team, or its leader.