Case Study: WestWey achieves faster claim processing with Capita One's online claims and Risk Verification Portal

WestWey improving claim processing with Capita’s online claim and Risk and Verification Portal

WestWey, the shared benefits service for West Dorset District Council, Weymouth & Portland Borough Council and Purbeck District Council, wanted to expand digital self-service and cut the cost and delays of paper-based claims. Working with Capita One, they looked to improve online benefits claim processing and reduce front-office enquiries while serving claimants with very different needs across the three authorities.

Capita One implemented Capita’s online eClaim and change-in-circumstances forms, along with eStore for secure submission and later Risk Based Verification (RBV) to focus evidence checks on higher-risk cases. The results included nearly 1,400 online claims received after go-live, around 50% of claims being scored low risk, and expected new-claim processing times dropping from 21–22 days to 2–3 days, while also reducing printing, postage, and manual handling.

WestWey

Stuart Dawson

Revenues and Benefits Manager