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Veterans UK launches online claims service


Mark Say Managing Editor

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Veterans UK has launched an online claims service for military veterans to make claims for injury and illness compensation.

The organisation, which is part of Defence Business Services (DBS) and responsible for administering the schemes, said applications should take less time than with paper forms as the online form only asks questions relevant to individuals.

They can submit multiple claims on one application and there are options to save progress and upload supporting documents.

The development has involved reviewing and rewriting Veterans UK web pages on GOV.UK, providing voice to text software for staff, a new iPhone technology for welfare staff, and the introduction of file barcoding and a scanning and tracking service.

Raising expectations

The launch is a significant step in the digitalisation of DBS’s compensation schemes. Its veterans modernisation lead Tom Steward said: “Our digital transformation and business innovation is fundamentally raising and meeting our customers’ elevated expectations.

“This vital work elevates the business to a new level of effectiveness, heralding a new culture which is now fundamentally and profoundly changing our people and our processes. The services that the team have developed are agile, enhance the reputation of DBS but most importantly, they are demonstrably improving customer service.”

Before launching the service, the Veterans UK modernisation team had to successfully complete a Cabinet Office beta assessment and provide evidence to show it had met the 14-point service standard.

Paper claims will still be available for those who prefer to use them.

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