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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