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Transforming the management of customer communications

The Department for Work and Pensions (DWP) administers the Personal Independence Payment (PIP).  Capita PIP is the assessment provider for DWP assessing over 200,000 PIP claimants every year. In order to manage all contacts with claimants they needed a service partner that could provide a multichannel communication process to facilitate this service.

The Department for Work and Pensions (DWP) is the UK’s biggest public service department, serving over 20 million customers. One of the benefits it administers is the Personal Independence Payment (PIP) a non-means tested benefit for people aged between 16 and 64 who have a long-term health condition or impairment.

Capita PIP is the assessment provider for DWP in England and Wales and for the Social Security Agency (SSA) in Northern Ireland, assessing over 200,000 PIP claimants every year.

As part of the delivery of this assessment service to the DWP, Capita PIP is required to manage all contacts with claimants and needs a service partner that can provide a multichannel communication process to facilitate this service.

Capita PIP needed an assessment service which allowed them to manage all communications to claimants, and would deliver a consistent and personalised customer experience.

Capita Intelligent Communications (CIC) partnered with Capita PIP in 2013 to develop a multichannel communication solution to support this assessment process.

Using our secure printing facility in Mansfield we have optimised their printing through a white paper solution. Storing all artwork and data digitally, twinned with printing directly onto reels of white paper, has removed the need for expensive and bulky pre-printed stock. All items are printed, inserted, sealed and posted on site thereby minimising the risk of a breach of security.

CIC also handle Capita PIP’s customer correspondence as part of a digital mailroom service. Physical mail items are received daily, converted into digital files and routed directly into the correct workflow for the client. Hard copies of documents are archived, to be easily accessed for audit and customer service purposes. Retention and secure destruction is carefully managed.
Services we deliver include:

  • Print and despatch of appointment letters, Further Medical Evidence (FME) and Managed Reassessment packs. Files are received and despatched on a daily basis with 1.4 million letters and packs despatched every year
  • Production and despatch of accessibility formats such as large print, Braille and audio CD’s to claimants who request a different communication method
  • Provision of a digital mailroom service including the scanning of written communications such as:
    o General mail
    o Claimant expense claim forms
  • Storage and archiving of files and correspondence

“As a major provider of a high volume and critical service to the DWP we are delighted with the standard of service and support provided by Capita Intelligent Communications. Their end to end solution and management is a key factor in our success.”

Simon Freeman Capita PIP MD


Improved responsiveness – By managing the expense claim forms and other inbound correspondence, enables work to be allocated to the Capita PIP teams in digital format on the day of receipt
Boosted productivity – By utilising our state-of the art white paper solution, enables large volume of letters and packs to be despatched and sent to claimants quickly and efficiently
Higher output, lower outgoings -Streamlined operations are improving productivity whilst driving down costs
Print procurement– access to a single source supplier list providing a choice of accessibility formats

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