Scrumconnect Team works with DWP Digital: How we made Pension Credit applications available online

At the beginning of May, we shared a post highlighting the fantastic work delivered by the Scrumconnect Consulting team working with DWP Digital to implement something truly life-changing for pensioners. While this capability had always been part of the long-term roadmap, the impact of coronavirus required the team to accelerate delivery and implement the service at pace.

Pensioners are now able to apply for Pension Credit online, supporting those who were self-isolating or shielding during the pandemic.

We are delighted to share how the team successfully made Pension Credit applications available through a digital channel.

Pension Credit Claim Method

Pre-digital:

78% Telephone

22% Paper

Since going live:

50% Digital

35% Telephone

15% Paper

This shift has enabled greater accessibility, reduced reliance on phone-based services, and provided a safer, more convenient way for vulnerable users to apply during a critical time.

Read more about how Pension Credit applications were made available online.