Case Study: Luton Borough Council achieves 5x faster benefits processing and retains 35% of DWP funding with SS&C Blue Prism

Luton Borough Council Optimizes Benefits Payment Process

Luton Borough Council, which serves around 215,000 residents, faced a growing backlog processing DWP VEP (Verify Earnings and Pensions) alerts: each manual case took over 30 minutes, pulling skilled officers away from higher‑value work and exceeding the capacity of existing systems. To address this, Luton implemented Robotic Process Automation (RPA) using SS&C Blue Prism Digital Workers (with delivery support from D4S) to automate the VEP alert assessments.

SS&C Blue Prism’s solution matched DWP updates to council records in real time, cutting processing time and reducing benefits overpayments. As a result, Digital Workers now handle up to 90% of cases, operate five times faster than temporary staff, and enabled the council to retain 35% of DWP grant funding (reinvesting £42,000), delivering substantial time and cost savings.

Luton Borough Council

Clive Jones

Revenues and Benefits Manager