PIP Kit as a Service

The PIP Kit design created during last year’s study helps support advisor-assisted form-filling appointments to make a claim for Personal Independence Payment (PIP). In the current pandemic situation where controls are in place to limit human-to-human transmission, face-to-face (F2F) assistance is severely curtailed. To enable the use of PIP Kit diaries remotely, I have been looking how an online digital service might help advisors and claimants generate, distribute, complete and share information – all without F2F appointments.

PIP Kit as a Service does not replace however each advice agency supports remote clients (service users), but would be an additional resource.

Below is an outline sketch for the flow of information between the various parties using an online PIP Kit diary service. It shows the roles of claimant, PIP Kit remote service system, advice agency and advisor on the left-hand side, and how the online system could be used by an advisor to generate a unique online form for a claimant, how the claimant fills this in online, how additional documents and supporting evidence could be uploaded, and how all these materials used in the discussion (by telephone or messaging) between the advisor and claimant to complete the claim form together

High-level process flow diagram for the online version of PIP Kit as a Service

This could also be made to work in a claimant “self-service” mode (without any initial input by an advisor), but that would lack the knowledge and experience an advisor offers.

To provide an offline option, the service could also be extended to let the advisor build a paper diary which is posted to the claimant using an intermediary direct mail organisation. The modified sketch below shows how the online system could be used by an advisor to generate a customised form which is posted to the claimant by a direct mail organisation, how the claimant fills this paper form in each day, how additional documents and supporting evidence could be gathered and returned (by post or email).

High-level process flow diagram for the paper version of PIP Kit as a Service

These are just some initial ideas for PIP Kit as a Service; thoughts and suggestions are welcome.