Veterans UK, a part of Defence Enterprise Companies ( DBS ), has launched a brand new on-line declare service to assist folks to entry damage and sickness compensation extra simply. Veterans UK is accountable for administering compensation and pensions schemes for each serving personnel, veterans and their households. The brand new service is a part of our dedication to modernising the companies we offer to the Defence neighborhood and is step one within the digitalisation of DBS ’s Compensation Schemes. Earlier than launching the service, the Veterans Modernisation Staff needed to efficiently full a Cupboard Workplace Beta Evaluation and supply proof to indicate they’d met a 14-point service normal.
How will the brand new on-line service assist clients?
Though the paper declare type can nonetheless be used if clients want, the web service has been developed solely utilizing a ‘consumer wants’ method, figuring out what customers need and wish and offering a digital resolution. It has the next added advantages for patrons:
The web type takes much less time to finish compared to the paper type
The web type is extra intuitive, which means it solely asks questions related to the people declare and relies on earlier questions
People can submit a number of claims on one utility
There may be an choice to save lots of progress and take a break
It permits people simply add supporting paperwork related to their declare
The web type could be accessed by way of any web machine, together with telephones
Tom Stewart, AH Veterans Modernisation at DBS mentioned:
Our digital transformation and enterprise innovation is basically elevating and assembly our clients’ elevated expectations. This very important work elevates the enterprise to a brand new degree of effectiveness, heralding a brand new tradition which is now basically and profoundly altering our folks and our processes. The companies that the staff have developed are agile, improve the status of DBS however most significantly, they’re demonstrably enhancing customer support.
The Challenge
The Challenge started in 2019 following a overview of the present, largely paper based mostly, approaches to delivering our companies and the way digital enhancements may enhance our buyer expertise. The web declare service was considered one of a number of initiatives, all of which have been accomplished together with:
reviewing and re-writing the Veterans UK internet pages on GOV.UK
offering voice to textual content software program for our workers
new iPhone know-how for our Welfare Employees
introducing file barcoding and scanning/monitoring service
DBS handed an Alpha evaluation in July 2020 and have just lately accomplished the Beta Evaluation which has concerned producing 120 slides of proof, a four-hour interview with an impartial panel outdoors of DBS and giving proof for instance responses. This has been a difficult evaluation course of, but it surely ensures necessary Authorities transaction companies are match for goal and DBS are delighted to have handed all required levels to have the ability to formally launch the digital type. This achievement wouldn’t have been potential with out the numerous DBS groups and people concerned. Particular thanks are additionally given to the charities and 1400 clients who volunteered to assist.
The web claims service, the primary of our modernised companies, is now dwell. We shall be persevering with to modernise extra of our companies and can maintain you knowledgeable of those enhancements as they develop, by way of the Veterans UK GOV.UK web page. You may as well observe us on Fb @modveteransuk and Twitter @VeteransUK_MOD.