Capita LGS’ voice risk analysis (VRA) service provides a new verification method for local authorities by assessing benefit fraud risk and verifying applicant information over the phone, in real time.
Our managed service offers local authorities the opportunity to validate accurate customer information quickly and fast-track them, whilst still protecting themselves from potentially fraudulent claims by identifying the risk level at the outset and flagging cases that need further verification and investigation.
State-of-the-art technology combined with expert skills
Our process uses a combination of the world’s leading VRA technology – which is capable of identifying stress and emotion in a caller’s voice pattern – together with the judgment of our operators who are fully trained in behavioural analysis, enabling them to successfully undertake and recommend further investigation where necessary.
Increasing your savings potential by reducing fraud and error
Since introducing our VRA service in 2008, the solution has been used by local authorities nationwide to assist with the fast tracking of housing benefit applications and the prevention of fraudulent claims for single-person discounts and housing and council tax benefit. Our VRA service is delivering the following benefits:
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Improved customer service: when a claimant is confirmed as low-risk over the phone their claim can be fast-tracked – this ensures that their application process is much easier and faster as there is reduced requirement for forms, interviews or documentary evidence
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Increased efficiency: the ability to use a phone-based process instead of paper reduces processing times, cuts the resources required, improves accuracy and generates savings by way of improving income streams
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Fraud reduction: the VRA process is effective in identifying risk early and in pinpointing the nature of the risk, which enables effective action to be taken in further verification and investigation of the case. It also acts as a deterrent to ‘opportunist’ individuals.
Find out more about Capita’s VRA managed service.