Best Practice Events & Live Case Studies

We facilitate Live Case Studies and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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Case Study 2019: Powerful insight drives a new operating model at Capita PIP

Published on 27 April 2019

Case Study 2019: Powerful insight drives a new operating model at Capita PIP

Read the full case study.

Powerful insight, from a range of models built in-house, has transformed disability benefit assessments at Capita PIP. The new approach to scheduling optimises drive times and the geographical spread of work. These tools are used by leaders at all levels, with a new planning & performance governance framework pivotal to success. The new approach has established a sustainable operating model, with headcount stable at230, compared to 600+ in the early days. PIP claimants are seen promptly, clinics better utilised and Disability Assessors (DA) enjoy a better work/life balance. Importantly this restored confidence with the client, DWP. They asked to share this as best practice and the operation is also established as a role model for best practice across Capita Group.

Key Results

  • Claimant satisfaction over 90%
  • Contractual quality score achieved
  • Stabilisation of the contract achieved 4 months quicker than national average
  • Waiting times delivered consistently across all regions – no postcode lottery

First published in the 2019 Best Practice Guide

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Author: Leanne McNamee

Categories: Library, Data, Analytics & Insight, Awards Case Studies

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

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