Improving the claimant experience for vulnerable people in society

We’re reducing travel time and distance for many claimants, making it easier for vulnerable citizens to access this service.

Personal Independence Payment (PIP) can help individuals with a long-term health condition or disability to lead independent lives by providing additional financial support. It is available to those in work and those out of work.

Capita carries out 25,000 functional assessments each month on behalf of the Department for Work and Pensions (DWP) and the Department for Communities (DfC), covering Wales, the East and West Midlands and Northern Ireland. After each assessment a report is compiled to support the DWP and DfC in making a benefit award decision.

As around half of assessments are conducted face-to-face at our 39 centres, we created an intelligent scheduling and route optimiser solution. This automatically creates appointments in the best location for claimants, taking the stress out of what can, for some, be a difficult experience. Attendance at appointments has also significantly increased as a result.