The Department for Work and Pensions (DWP) has signed a £6m three-year contract with outsourced contact centre provider Teleperformance to handle calls and process claims for winter fuel payments.
The deal extends an existing contract with Teleperformance, which has designed a bespoke software package and infrastructure to integrate with the DWP’s in-house payment centre. The system allows real-time data sharing, allowing a high volume of claims to be verified and processed.
DWP winter fuel planning and implementation manager Thea Quinn said the contractor handled and verified more than 300,000 applications and sent out 700,000 packs to claimants every year.
The department will be particularly keen to ensure that the elderly recipients of winter fuel allowances receive a good service after a DWP security blunder hit pensioners earlier this year.
A processing error in a bulk mailing to more than 11 million pensioners, designed to tell them what their pension would be next year, led to 26,000 people receiving letters intended for another recipient – including their bank and personal details.