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Work on the Transformation Programme's exemplar project has ended, and these pages are no longer being updated. Visit the Digital Transformation page for the latest information.

Exemplar number 13 Claim Personal Independence Payment (PIP)

Supporting 2 million people with an easy way to claim Personal Independence Payment online

Status

Discovery phase complete with work on the alpha under way. Further work on the Personal Independence Payment exemplar will be linked to the delivery of managed reassessment for claimants that begins in October 2015.

Successes

  • Successful discovery phase

Challenges

  • A final plan for a new digital service at the Department for Work and Pensions is still to be agreed

Digital strategy statement

…an opportunity to work with disability organisations to redesign business processes and facilitate a move to digital… working closely with GDS to develop an online service, learning the lessons from a controlled launch, with the intention of bringing this in as soon as possible after the launch of PIP.

Scope of exemplar

Personal Independence Payment (PIP) was introduced in April 2013 for people aged 16 to 64 to help with the extra costs of long-term ill-health or disability. Users can make a claim over the telephone or through the post and may need to attend a face-to-face consultation with a health professional to assess how much support they need.

We’re now building an in-depth understanding of user needs to see which parts of the PIP process might best be delivered through digital channels.