DWP strikes £15m deal to overhaul digital service behind Universal Credit case reviews

The Department for Work and Pensions (DWP) has signed a £15 million contract to overhaul the digital platform that supports its Targeted Case Review programme - a growing nationwide initiative aimed at tackling fraud and error in the UK’s flagship Universal Credit system.

The new deal, is designed to enhance the online infrastructure used by civil servants and claimants alike during the review process. It marks a significant next step in the department’s broader transformation agenda, which increasingly relies on data-led interventions and digital delivery to safeguard the integrity of the welfare system.

A response to rising fraud and error

The Targeted Case Review (TCR) team was established in 2022, shortly after the National Audit Office raised concerns about the long-term impact of relaxed verification measures introduced during the COVID-19 pandemic. DWP has since ramped up efforts to retrospectively audit potentially inaccurate claims, a task that now sits at the heart of its counter-fraud strategy.

According to the department, the TCR initiative has already identified more than £1 billion in incorrect payments, and projections suggest it could deliver £13.6 billion in savings by 2030 if fully implemented. These savings are not just about recovering funds, but also about preventing future errors, ensuring claimants receive the right support, and restoring public confidence in the benefits system.

The review process itself is complex, requiring civil servants to assess claims in detail, request further evidence, and make fair judgements. As the volume of reviews grows, DWP has recognised that its digital systems, both those used by staff and those presented to citizens, need to keep pace.

What the new contract covers

The £15 million contract will fund major upgrades to the digital platform that underpins this work. This includes improvements to the user interface that supports DWP agents in processing reviews, as well as a better experience for claimants engaging with the system.

Although DWP has not yet named the supplier publicly, procurement notices suggest the new solution will aim to streamline workflows, integrate with internal datasets, and reduce the time it takes to complete a review. It will also introduce more structured and intuitive interfaces for claimants, allowing them to upload documents, receive updates, and understand what is being asked of them - all of which should reduce the number of failed communications and disputed outcomes.

In a short statement, a department spokesperson said:

“This digital enhancement will help the department deliver faster, more accurate reviews and better support claimants throughout the process.”

While the comment was brief, it reflects a wider trend across government: the push to modernise casework systems in line with rising expectations for digital services, and in response to increasing scrutiny over how public money is managed and distributed.

Improving both control and citizen experience

For DWP, the investment represents a dual ambition - both improving internal efficiency and ensuring that claimants are treated fairly and clearly throughout what can be a stressful process. In recent months, welfare rights groups have raised concerns about the experience of being subject to a case review, especially where communication is limited or digital systems are difficult to navigate.

The department is therefore keen to present this upgrade not just as a compliance tool, but as a step forward in citizen experience. A more intuitive digital journey - with better messaging, clearer expectations, and easier access to evidence submission - is expected to reduce the burden on both claimants and caseworkers.

This move fits within a wider digital transformation effort at DWP. The department has one of the largest digital estates in government and has spent the past five years shifting away from legacy platforms toward more modular, user-centric systems. That strategy includes significant investment in cloud migration, service design, agile delivery models, and use of data analytics to inform decision-making.

The TCR platform upgrade is a key test of that approach. If successful, it could pave the way for similar enhancements across other benefit systems, including Personal Independence Payment, Housing Benefit, and Employment and Support Allowance, where complex eligibility criteria and high volumes make manual casework unsustainable.