Case Study: the Department for Work and Pensions improves efficiency and user experience with Valtech

Department for Work and Pensions cuts claim processing friction with Valtech as 100% of NSJSA claims move to the new service

The Department for Work and Pensions (DWP), the UK's largest public service department, faced the challenge of modernizing its complex and expensive legacy systems for the New Style Jobseeker’s Allowance (NSJSA) service. This service was hampered by a poor user experience, a high 24% dropout rate, and significant manual processing, leading to delays and high fixed costs. DWP partnered with Valtech to streamline the service and enhance its efficiency.

Valtech rebuilt the NSJSA service using an agile approach and in line with Government Digital Service standards. The solution involved refining application questions and creating a more efficient digital process. The new system proved critically resilient, handling a 2000% increase in claims during the COVID-19 pandemic. Valtech's work eliminated the need for rebooked appointments, reduced processing times, and delivered a service praised as an exemplary model for other government teams.

Department for Work and Pensions