Transforming the Personal Independence Payment service, Health Assessment Service and employment support
Through the Health Transformation Programme, the Department for Work and Pensions (DWP) is modernising health and disability benefit services to create a more joined-up health and employment journey for customers.
Our goal
A high quality and efficient service that enables disabled people and those with health conditions to access the help, advice and support they need.
What this means for you
This initiative applies to services in England, Wales and Northern Ireland only.
- Less time navigating complex processes: if you’re one of the millions of people who rely on Health and Disability benefit services, you’ll spend less time navigating complex processes and more time getting the support you need.
- Improved user journey: a transformed Personal Independence Payment (PIP) service will be easier to understand and apply for, with the option to apply, track and update your claim online. A new customer-focused Health Assessment Service will re-use information you’ve already provided to create an improved, clearer and more joined-up experience. The new Health Assessment Service will ensure a higher quality of assessments, with a reduction in waiting times.
- Tailored to your needs: through improved processes and use of data and technology, the new services will be tailored to your needs and result in decisions on your claim being made quicker. We expect to reduce journey times by 20 days nationally, by 2029. A more joined-up health and employment journey will also support you to enter or remain in work, where appropriate.
- Get the right support: the new service will automate routine tasks, freeing up caseworker time to focus on delivering meaningful support to you during the moments that matter most. It’ll guide caseworkers through tailored journeys, helping them to understand when and how to provide the right support to you.
Our progress so far
November 2020: launched digital Health Information Gather
DWP launched a private beta of a digital channel to capture health information which allowed them to invite people to complete their health information online after calling to start their application for PIP.
July 2023: launched Apply for PIP self-service
DWP launched a fully online self-service application channel for PIP, enabling a small number of customers in a limited number of postcodes to complete their application online and upload supporting documents.
September 2024: launched new PIP Service minimum viable service
DWP launched a minimum viable end-to-end version of the transformed PIP service. This enables a small number of applications submitted via GOV.UK to be processed through a new transformed service which includes checking eligibility, completing a health assessment, receiving a decision, and progressing to payment.
March 2025: began testing the Health Assessment Service
DWP began testing the Health Assessment Service with one of the assessment providers. This service will eventually replace the IT and processes that assessment providers use to enable a more customer focussed and efficient service.
October 2025: expanded the digital Health Information Gather
Expanded the ability for customers in Wales to complete their ‘Health Information Gather’ online after calling us to start their PIP claim. This allows you to access the service in both English and Welsh.
What we’re planning to do next
DWP will continue to add more features to the new service that will enable us to increase the volumes of people we can support in the transformed service.
From January 2026: expand the new Health Assessment Service with assessment providers
DWP will expand the Health Assessment Service to our three remaining assessment providers. The service will eventually replace the IT and processes that our providers use to provide a more customer focused and efficient service.
From February 2026: develop the new PIP Service
DWP will start to test a new agent assisted registration journey to support agents as they guide applicants through registering an application.
From January 2027: introduce greater employment support in the new PIP Service
DWP will begin testing the introduction of greater support in the new PIP Service, including employment support. We’ll use structured data to support staff to tailor information based on individual needs, and better connect work, health and skills support to guide you to the information you need.
December 2029: all new PIP users will have access to the new PIP Service
DWP will continue to roll out more features as part of the new PIP Service, so by 2029, you’ll be able to apply, upload evidence, report a change, track progress and see payment details online.
More information
For more information about this work, contact:
DWP Digital and Transformation Group
Health and Disability Function
digital.healthanddisabilitycommunications@DWP.GOV.UK