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Implementing multichannel communications

In April 2013, Capita PIP was awarded a 5-year managed service contract (with a 2-year extension) by the Department for Work and Pensions (DWP) for the provision of Personal Independence Payment (PIP) Assessment Services. As part of the delivery of this service to the DWP, Capita PIP was established to provide the assessment service as part of the long-term contract.


The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department, it administers numerous benefits, including the Personal Independence Payment (PIP) which is a non-means tested benefit for people aged between 16 and 64 who have a long-term health condition or impairment.

Capita Intelligent Communications developed a multi-channel communication process to support the assessment process. Appointment letters, Further Medical Evidence (FME) and Managed Reassessment packs are printed and despatched daily. Most of this work takes advantage of CIC’s white paper continuous solution. In 2017, 1.4 million letters and packs were despatched.

We can produce and despatch large print, braille and audio CDs if requested by claimants.

A digital mail room enables the scanning of written communications such general mail and claimant expense claim forms. We also store and archive 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


We provide a complete document management solution to support the assessment process. This utilises our white paper solution to deliver benefits including:

Improved responsiveness: By managing the expense claim forms and other inbound correspondence, this 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, this enables large volume of letters and packs to be despatched and sent to claimants quickly and efficiently

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