Iterating UC Targeted Case Review Digital Service

Descriptions

Tackling fraud and error and dealing with consequential debt remains a key priority for the Department and a major area of focus for Government and the National Audit Office. Within Universal Credit (UC), the rate of fraud and error overpayments has risen significantly due to several factors. Targeted Case Review (TCR) was introduced as an initiative to detect incorrectness, put it right and continue to learn to help prevent further overpayments.

DWP require a team to continue iterating the end-to-end Digital service to help deliver the outcomes for TCR. This is currently a live digital service being used across both internal and Teleperformance agents. This service has been iterated to carry out full reviews of each element but has not been fully rolled out across all sites. This contract intends to enhance this
service with further iterations to the end-to-end digital solution.