Lambeth voice technology pilot 'prevents £450,000 in possible benefit fraud'
Fraud busting technology piloted by Lambeth Council has prevented £450,000 in possible benefit fraud and helped claimants to access increases of around £210,000.The project, run in partnership with the Department of Work and Pensions (DWP) and Capita, has proved hugely successful.
Voice Risk Analysis (VRA), the technology on which the scheme is based, is used during phone calls to existing claimants who have been identified as potentially undergoing life changes that could impact on their benefit entitlement.
The VRA picks up minute changes in the voice, which can indicate when people are lying. Benefits staff can then make further checks to see if claims need investigation.
“Lambeth has a clear and tough policy of zero-tolerance of fraud,” said Divisional Director for Revenues and Benefits David Ashmore. “We have a strong and multi-facetted counter fraud strategy. This cutting edge technology is another weapon in our armoury.”
But, he explained, the VRA also works in favour of claimants who are not aware of their full entitlement.
”Underclaiming is quite common, especially as people’s circumstances change. We use the system to quickly help those who are entitled to more. When their details have been verified, we can get assistance to them, often within a matter of days.”
While operating VRA over the last five months, 2,000 residents were telephoned by benefits staff who explained how the initiative worked, stressing its voluntary nature.
Of these, 47 refused to take part. Another 275 were considered unsuitable, either because of language issues or because of vulnerability. All of these were then checked in the traditional way.
A further 261 customers were helped to boost their benefits, while 377 had benefits stopped or decreased.