NEW TECHNOLOGY - The Department of Work and Pensions (DWP) has awarded a multi-million-pound contract to leading video specialist provider, Involve Visual Collaboration Limited, to provide communications services that support the virtualisation of the UK benefits system. The initial two-year contract value for Involve is £3.95m, with the option to extend the contract for a further two years, totalling up to £7.79m.
The DWP is the UK’s largest public service department and is responsible for administering the State Pension and a range of working age, disability, and ill health benefits. The DWP’s priority is to deliver accessible, effective, and fair services to customers, and assessments have traditionally been completed via face-to-face consultations. However, to respond to the increase in benefit claimants resulting from the pandemic, and to overcome the challenges customers may face in attending in-person appointments, the DWP acted fast to virtualise key business areas. 1-3 This includes Personal Independent Payments, Universal Credit, Industrial Industries Disablement Benefit, Employment & Support Allowance and Fraud.3
Virtual assessments will improve accessibility to DWP services, as customers will be able to attend remotely, which will reduce work absences, and the need for travel and childcare costs. Virtual meetings will also mitigate COVID-19 health risks and make it easier for people with reduced mobility or disability to access the support they need.
Mick Roach, Director of Strategic Alliances at Involve, commented: “The COVID-19 pandemic has driven a huge increase in the demand for virtual meetings, due to the challenges of meeting in-person. As a result, the public sector has had to adapt and speed up their digital transformation to support those they serve. Having seen the positive impact that video technology has had within the healthcare space, we are excited to partner with the DWP to provide a more accessible service for their customers.”
References
- https://www.gov.uk/government/statistics/dwp-benefits-statistics-february-2021/benefit-combinations-to-august-2020 [Last accessed: January 2022]
- https://www.gov.uk/government/statistics/dwp-benefits-statistics-august-2021/dwp-benefits-statistics-august-2021 [Last accessed: January 2022]
- https://inductionhealthcare.com/regulatory_news/induction-attend-anywhere-wins-dwp-contract/ [Last accessed: January 2022]
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