Voice risk analysis set to simplify benefit reviews

Innovative software used in the private sector is set to increase efficiency in the Royal Borough by enabling customers to review their housing and council tax benefit claims over the phone.

The introduction of a voice risk analysis (VRA) system into the Royal Borough means customers will no longer receive review forms to fill in, but will instead simply receive a letter asking them to call a freefone number to book a telephone appointment for a review.

The Royal Borough, along with a few other local authorities countrywide, has volunteered to try out the VRA system, which is funded by the Department for Work and Pensions.

The local trial starts on Monday 19 January and will run for about six months.

Through reviewing claims over the phone, VRA - already widely used in the insurance industry - cuts down on form filling and bureaucracy, saving customers time and taxpayers money.

VRA recognises changes in a caller's voice, which may indicate that the details they have given are incorrect. If this happens trained operators can then investigate further.

The Royal Borough, which decided to trial the software after hearing about the success of pilot schemes in other parts of the country, is hopeful that it will improve the accuracy of the small minority of benefit payments which require further investigation.

Cllr David Hilton, lead member for finance, said: "In councils where VRA has already been introduced, the overwhelming majority of customers have seen it as a positive move, more convenient than laborious form filling.

"For the honest majority VRA should allow us to process their claims faster and more efficiently."

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