UK Dept for Work and Pensions

Going paperless helps agency deliver faster service

Published on 28-Feb-2011

Validated on 17 Jan 2013

Customer:
UK Dept for Work and Pensions

Industry:
Government

Deployment country:
United Kingdom

Solution:
Enterprise Content Management

Overview

UK Dept for Work and Pensions...Going paperless helps agency deliver faster service

Business need:
The agency can experience delays managing paper-based applications as each application for benefits was typically routed to two or three different case workers before it landed on the right person’s desk. It could take three to four days before the paperwork was sent to the correct case worker. And with new applications received daily, staff constantly had to reprioritize requests.

Solution:
Using IBM® ECM software, the agency created a single electronic repository for case information so staff has immediate access to the information they need for any customer query or claim. The solution enables the agency to assign cases the same day it receives them, and also helps prioritize cases so team leaders don’t have to wade through paper files to identify the most urgent cases.

Benefits:
With a 360-degree view of each applicant in one place, the agency is more efficient and can better meet citizen needs. The agency also has flexibility to distribute workloads as needed. For example, if a factory closes and hundreds of people in one area are out of work, the agency can easily spread applications across multiple offices so that one site isn’t overwhelmed. Additionally, the agency has greater insight into the number and type of cases under management. Previously, these numbers were manually tallied.

Case Study

The Dept for Work and Pensions (DWP) administers unemployment and disability benefits, pensions and child support across the United Kingdom. The agency serves 30 million people and has 105,000 employees.

Challenge
If you’re out of work, any delay in receiving assistance can affect your ability to meet basic life needs. As a result, when UK citizens contact their local Dept for Work and Pensions, agency staff are committed to responding as quickly as possible. However, with 800 sites across the country and a growing number of applicants due to the recession, the agency can experience delays managing paper-based applications. Each application typically was routed to two or three people before it landed on the right person’s desk. And with new applications received daily, staff constantly had to pore through files manually to reprioritize requests. DWP currently receives approximately 112,00 pages per day and issues about 350,000 pages per day. The organization also holds in excess of 46 million paper files in storage. “It could take three to four days before the paperwork got to someone who could actually deal with it,” says Jacqui Leggetter, paper reduction project manager, UK Dept for Work and Pensions.

Solution
To respond quickly and efficiently, the organization is moving to a paperless environment that can support “straight through processing” of requests from receipt through payment. “Ultimately, much of the process will be automated with decision makers validating approval and payment,” says Leggetter.

The first step toward this vision has been the agency’s use of IBM® Enterprise Content Management (ECM) software to create a single electronic repository for case information and to implement workflows that help the agency assign cases based on urgency. “With IBM ECM software, we have a single version of the truth,” says Leggetter. “Our agents know exactly where to find the information they need for any query or claim. We can assign cases the same day we receive them. We can also prioritize cases so team leaders don’t have to wade through paper files or wait for citizens to call in a desperate state.”

For agency staff, the transition to a paperless system has been very positive. “They like working with the images,” says Leggetter. “If they have someone on the phone, the information is at their fingertips. There’s no need for a callback. The IBM ECM solution is transforming the way service is delivered and making a huge difference to both our staff and our clients.”

Benefits
With a 360-degree view of each applicant in one place, Leggetter says the agency is more efficient and can better meet citizen needs. “We can provide much faster service, eliminating up to four days from the process, and can reduce the time spent on each claim,” says Leggetter, who points out that this increased efficiency is critical during recessionary times when the number of claims rises dramatically.

The agency also has flexibility to distribute workloads as needed. For example, if a factory closes and hundreds of people in one area are out of work, the agency can easily spread applications across multiple offices so that one site isn’t overwhelmed. “With IBM ECM software, we can create a virtual organization and move the workflow digitally,” explains Leggetter. “We don’t have to rely on moving paper, which causes delays and increases the risk of loss.”

Additionally, the agency has greater insight into the number and type of cases under management. Previously, these numbers were manually tallied. “For the first time, we can get reliable information on how many contacts we have and in which areas,” says Leggetter. “This will help us inform and shape future policies based on citizen needs.”

For more information
To learn more about IBM Enterprise Content Management solutions, please contact your IBM sales representative or IBM Business Partner, or visit the following website: http://www.ibm.com/software/data/content-management

Products and services used

IBM products and services that were used in this case study.

Software:
FileNet Image Services, FileNet Content Manager, FileNet Business Process Manager, FileNet Content Federation Services for Image Services, Enterprise Records

Legal Information

© Copyright IBM Corporation 2011 IBM Corporation Software Group Route 100Somers, NY 10589U.S.A. Produced in the United States of America Februaryr 2011 All Rights Reserved IBM, the IBM logo, and ibm.com and are trademarks or registered trademarksof International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at: ibm.com/legal/copytrade.shtml Other product, company or service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.

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