PIP Assessment Provider update

1. PIP Assessment Provider update Norfolk, 21 January 2014 Patrick Thomson, Capita Personal Independence Payment

2. What is Personal Independence Payment (PIP)? • PIP is designed to help people meet the extra costs that come from having a long-term health condition or disability. • PIP will apply to all new claimants aged 16 to 64 and existing DLA claimants who are aged 16 to 64. • PIP is made up of two parts, a Daily Living component and a Mobility component. Each component has two rates; standard and enhanced. • PIP isn’t affected by income or savings, it’s not taxable and people can get it whether they’re in or out of work.

3. PIP timetable 10 June 2013 • PIP open to new claimants across Great Britain • No new claims to DLA for people aged 16 to 64 from this date. • End October 2013 • In Capita areas (Wales and Central England) reassessmentsbegin for: • Existing DLA claimants (if theirfixed period awards are due to end after March 2014) • Young people turning 16 • DLA recipients who report a change in their needs October 2015 • Remaining DLA claimants invited to apply for PIP

4. Empathy Professionalism Dignity Capita’s approach • PIP is a new benefit and this is Capita’s first involvement with Government disability assessments. We have a wealth of knowledge and experience throughout our health and wellbeing business. • Our approach is focussed on: • Understanding the lived experience • Quality of our staff and training • Disability equality and confidence • Transparency and continual improvement

5. Where we work • Wales and Central England • Northern Ireland (pending Welfare Reform Bill)

6. Our delivery model • How we are delivering assessments: • Majority home visits (estimate 60%) • Field based health professionals and accessible local assessment centres • Independent signposting information from Disability Rights UK to all claimants • Directly employing assessors • Assess every claimant as an individual

7. Customer journey

8. Ongoing engagement and improvement • The Capita PIP Expert Collaboration Forum is a group of over 30 organisations: • Disabled people’s organisations and representative groups • National and local third sector organisations and • Conditions specific organisations. • We meet with engagement forums in Northern Ireland and Wales and with welfare rights advisors. • Why this is important: • To update, inform and share information transparently • Gather expert insight and discuss ways to improve • Feedback directly into our operation

9. Recruitment and training • Stringent recruitment and comprehensive training to prepare assessors for their role • Situational Judgement Test • E-learning • Face-to-face training • Competency assessment • 100% audit • Ongoing: Disability equality & confidence; CPD; Auditing

10. Face-to-face consultation

11. Operational update • 10th June new PIP claims in Central England and Wales • End of Oct began assessments for some existing DLA claimants • Over 150 Health Professionals recruited and trained • Proportion of home visits as planned (c. 60%) • Accessible assessment centres open across Central England and Wales • Face-to-face assessments vary in length: requires flexibility in scheduling appointments • Terminal illness assessments returned to DWP in 48 hours • Improving call handling operation at enquiry centre

12. Six month learnings • Anew benefit with a new and complex assessment criteria, health professionals require training, mentoring and feedback to understand and perform their role to the highest standard. • Some claimants facing delays at various points of the claimant journey. Requires revisiting working assumptions on health professional training, assessment time and audit. • Capita working closely with DWP to meet complex assessment and audit criteria. Investing further in recruitment, training and 1:1 mentoring • Aim is to deliver well evidenced, high-quality reports within a timescale that meets claimants expectations.

13. Contact details Enquiry Centre: Email: contactus@capita-pip.co.uk Phone: 08081788114 (England and Wales) 08081788115 (llinellGymraeg/Welsh line) 08081787177 (Textphone: If you have speech or hearing difficulties) Write to: Capita PIP, PO Box 307, Darlington, DL98 1AB If you wish to make a complaint use any of the above contact details or complaints@capita-pip.co.uk