How we transformed PIP assessments to meet modern demands

We serve as the assessment provider for Personal Independence Payment (PIP) on behalf of the Department for Work and Pensions (DWP) in the Midlands and Wales, and the Department for Communities (DfC) in Northern Ireland. Managing over 200,000 assessments each year, our mission is to ensure a high-quality and compassionate service for claimants while handling communications for the assessment process.

The challenges of scaling and service continuity

DWP and DfC serve over 20 million customers, including vulnerable individuals with long-term health conditions who apply for PIP.

To ensure these customers were fully supported, they required not only a workforce of trained health professionals to assess claimants, but also a secure, scalable multichannel communications solution capable of handling over 200,000 PIP assessments annually. The solution needed to streamline both inbound and outbound communications while ensuring security and accessibility for all claimants.

The COVID-19 pandemic introduced another challenge when face-to-face assessments were suspended. To maintain continuity of service, the assessments had to rapidly pivot to remote formats, ensuring that vulnerable claimants could continue accessing essential benefits without delays. Furthermore, scaling operations while maintaining high service quality required the communications solution to balance increasing demands with responsiveness and accessibility. This called for innovative solutions to meet evolving needs.

Our solutions

To address these challenges, we implemented a series of innovative solutions that were designed to enhance both efficiency and service quality.

Optimising communications

We developed a multichannel communication solution to handle all claimant interactions. This included the secure printing and despatch of appointment letters, Further Evidence (FE), and reassessment packs, processing over 1.1 million letters and packs annually. Our white paper printing solution reduced costs and enhanced security by eliminating the need for pre-printed stock. We also established a digital mailroom that scans and processes 25,500 inbound mail items each year, ranging from general communications to expense claim forms, instantly routing them to the correct workflows. This streamlined process significantly boosted both productivity and responsiveness.

Ensuring accessibility and high service standards

To ensure accessibility, we provided alternative communication formats, including large print, braille, audio and coloured paper letters to meet the needs of claimants. This maintained a seamless, personalised experience for claimants. Additionally, we placed a strong focus on equipping our assessors with the skills needed to maintain a high-quality and consistent service through a comprehensive training programme. Our training programme is supported with a library of resources, covering a wide range of medical conditions. To further enhance the expertise of our assessors, we extended the duration of the initial training to 19 weeks. The programme includes classroom-based learning, alongside intensive support as assessors begin to carry out assessments, ensuring they are fully prepared to meet the needs of claimants.

Adapting to remote assessments

When the pandemic forced a suspension of face-to-face assessments, we quickly transitioned to telephone-based assessments. Within one week, we fully adapted our operations to remote services, ensuring uninterrupted support for claimants. We also introduced a video assessment service to provide sign language interpreters to further enhance accessibility.

Key achievements

Our solutions have had a significant and positive impact:

• Over 98% of claimants were satisfied with their assessments, praising the empathy of our assessors and the convenience of telephone assessments.
• Our enquiry centre has achieved a five-star service grade for five consecutive years and has won eight industry awards for service excellence.
• We have recruited and trained over 6,000 registered health professionals as assessors, delivering over 1.1 million hours of training to ensure our workforce is equipped to meet demands and have the right skillset to deliver a professional, caring and empathetic service.
• Our white paper printing solution and digital mailroom services have reduced printing and postage costs while improving responsiveness, with inbound posts typically processed 90 minutes faster than traditional methods.
• We provided alternative communication formats, ensuring that our services are inclusive and accessible.
• By continuing to offer telephone and video assessments, we have expanded our service offerings, providing more flexibility to claimants.

Partnerships

We continue to collaborate with leading technology partners such as Microsoft and AWS to support the technological delivery elements of the PIP contract. These partnerships enable us to use cutting-edge technology solutions that enhance the efficiency, security and scalability of our services, ensuring that we meet the evolving needs of claimants and maintain a high level of service quality.

A commitment to innovation and needs of citizens

Through innovation, proactive planning, and a commitment to accessibility, we have successfully transformed the PIP assessment process. Our multichannel communication solutions, rapid shift to remote assessments, and ongoing improvements have ensured that claimants receive the support they need, even in the most challenging circumstances.

Looking ahead, we remain focused on enhancing our services, exploring new ways to streamline operations, and continuing to deliver exceptional service to claimants and the DWP and DfC.

Find out more about our services for central government: