Enabling Virtual Benefits Assessments.

Voice and video digital contact centre to ensure safe claimant assessments during the pandemic.

About The Client.

The client is a government department responsible for welfare and pension policy. As the UK's biggest public service department it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.

What the client needed?

When the COVID-19 pandemic forced the client to suspend its face-to-face assessment activities for health and disability benefits, the knock-on effect for its claimants could have been very significant. The client needed to deploy a rapid solution to ensure the continued provision of assessments in a safe environment.

They needed stable and secure cloud technology to enable Assessors to work from home, whilst continuing to provide a secure and supportive assessment service for claimants:

  • Scalable, robust voice technology
  • Easy to use video conferencing capability
  • Streamlined assessor desktop
  • Consolidated reporting and analytics

How we helped.

Mission Labs developed an Amazon Connect voice implementation for the Client, along with our omnichannel desktop application, SmartAgent. The desktop runs in the assessor’s browser enabling them to securely access the service via Single Sign On with multi-factor authentication and manage contact directly from the interface.

We also leveraged the Amazon Chime SDK to provide a bespoke video conferencing service directly from SmartAgent. With this solution, ease of use from the claimant’s perspective is paramount and we were able to offer a service that doesn’t require the claimant to download video software. Instead they receive a unique one-time code by SMS or email, which is then clicked to launch the video conference in the browser. Additional features including multi-participant rooms and background blur for improved confidentiality were also developed and delivered as part of this project.

The solution helps the Client to:

  • Pre-schedule assessments
  • Conduct virtual face-to-face assessments by video & voice
  • Streamline all services into a single view (SmartAgent)

Why they chose Mission Labs.


The Client needed a partner that could deliver on its vision for virtual assessment services. With our technology stack and key partners we designed and built a bespoke solution that fits their needs.


The Client needed to continue providing its critical services. They needed a partner who could build and deploy a secure, robust and scalable solution quickly.


As a government organisation security and data sovereignty is of utmost importance. Mission Labs offers SC cleared engineers and is G-Cloud listed for peace of mind.


The client wanted to ensure PCI DSS compliance as the priority, but also wanted to improve customer service. Mission Labs expertise in customer experience transformation ensured they could deliver both.

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