VRA
What is VRA?
Voice risk analysis (VRA) is a real time system that combines
the measurement of physiological levels of voice stress with
behavioural analysis and conversation management techniques to
enable the detection of truthful statements. It is a proven
technique used in the private sector and is widely used in the
insurance business.
Why use VRA?
In order to claim Housing and / or Council Tax Benefit, the
customer is required to provide numerous documents in support of
the income, capital and circumstances of them and their
household. Such documents include bank statements, pay slips,
benefit letters and tenancy agreements and request for these can
lead to a delay in processing Benefit claims.
The Department for Works and Pensions decided to investigate the
VRA software and see whether the same techniques can be used
successfully in Housing Benefit administration and in welfare
benefits in general and therefore reduce the documentation needed
in support of a claim. A number of Local Authorities across
the country were invited to take part in the project with the
specific objectives being:
- To improve customer service by providing processes that are
quicker and less intrusive to the vast majority of claimants
- To provide a service that is more efficient and therefore less
costly
- To improve fraud and error prevention and detection
The DWP are due to publish their findings and
the results of the project in due course. Please check here
at a later date or visit their website at http://www.dwp.gov.uk/ for more
information.
Bromsgrove District Council and VRA
In the late summer of 2008, Bromsgrove District Council was
accepted as part of the 2nd phase of a national project
with the Department for Work and Pensions to test the use of Voice
Risk Analysis software in Housing and Council Tax Benefit
administration. We went “live” with the use of VRA on the
27th January 2009.
Initially the VRA process only applied to new Benefit claims but
has now been extended to include claims due for review, also known
as interventions. In the past, when making a new claim for
Benefit or when their claim is due for renew, customers had to
provide a number of documents in support of their claim.
The new process includes the making of an appointment at a time
that is convenient to the call handler and the customer.
During the call, the customer is asked a number of questions
regarding their income, capital, circumstances and rental
liability, all of which are risk assessed using the software and
behavioural techniques.
At the end of the call the risk assessment is completed and the
case is marked as low risk or high risk.
Low Risk Cases
If a new claim is classed as low risk the claim for Housing /
Council Tax Benefit can be processed immediately following the
call. This means that any Council Tax Benefit could be
credited to the Council Tax account and a revised bill issued the
same day and any Housing Benefit could be paid into your nominated
bank account within 7 days*.
If an Intervention (review) has been classed as low risk, the
claim will be reviewed and re-assessed to take into account any
changes that may have been reported. Letters may then be
issued the following day to advise you of the change to your
entitlement, if applicable.
We are required to do a sample selection of low risk cases so
some customers may be subject to a follow up visit. During
this visit the visiting officer will ask to see certain
documentation to allow us to check against the information provided
during the telephone call. In the event of anything changing
or any differences being identified, your claim for Benefit will be
re-assessed. If a visit is needed, you will be notified in
writing of the date and time of the visit.
Please be aware that in some circumstances, although the claim
may be classed as low risk, additional information may still be
needed. You will normally be advised of this at the end of
your call.
* The time taken to pay Housing Benefit may vary
depending on your preferred method of payment, who the benefit is
to be paid to, the date the claim is processed and the date any
payments are authorised.
High Risk Cases
If risks are identified during a call for a new claim, Benefit
entitlement shall not be processed and the customer shall be asked
to provide further documentation in support of their
claim.
If a high risk is identified during an intervention (review)
call, future benefit payments are suspended pending receipt of
additional information and documents.
In most instances, a visit will be arranged so a visiting
officer can come and view the documents to prevent any further
delay in the claim. You will normally be advised in writing
within one week of the date of call about when the visit will
be.
