- BT.com
- At home
- Business
- UK Large business & public sector
- BT Group
- Choose Country or Region : United Kingdom
Jump to:
You are seeing this message because your web browser does not support basic web standards. Find out more about why this message is appearing and learn what you can do to make your experience on this site better.
-
Cork County Council: Convergence spearheads service transformation /
Coventry Building Society: Powering a financial services transformation /
DAS Espana: Specialists on tap with intelligent call handling /
Department...
Department for Work and Pensions: Changing the focus of incapacity benefits
Challenge
DWP wanted to improve the administration of the Employment and Support Allowance scheme, managing claims over the phone.
Solution
BT has implemented an IP Contact Centre solution in 64 of the 81 Benefit Delivery Centres across the country.
Value
The solution provides a foundation for new ways of working to improve claim handling efficiency and reduce costs.
The Department for Work and Pensions (DWP) introduced a new Employment and Support Allowance (ESA) scheme, under which people previously entitled to incapacity benefits would be assessed on their ability for work rather than what they could not do. The aim? To get people who could work back into employment, while supporting those who can not.