GDS pilots digital service to support people with health conditions in work

A new GDS pilot has explored how government could better support people whose health conditions affect their ability to stay in, return to, or find work, highlighting both the potential and the complexity of joining up health and employment support.

The pilot focused on the real experiences of people navigating the system when illness or disability intersects with work. Many users face a confusing landscape of services, eligibility rules and organisations, often at moments of significant stress or uncertainty. The aim of the pilot was to explore how a single, user-focused service could make that journey clearer and more supportive.

GDS research with users revealed recurring challenges. People often did not know what help was available to them, were unsure where to start, and were required to repeat the same information multiple times to different parts of government. Support was frequently perceived as fragmented, with health and employment services operating in parallel rather than together.

In response, the pilot tested a digital journey designed to help users understand their options, prepare for conversations with professionals and access relevant support at the right time. The service was trialled with people whose health conditions were affecting their ability to work, alongside frontline staff across health and employment services, including clinicians and employment advisers, to understand how it would operate in real-world settings. 

A basic prototype was built within GDS and tested in partnership with the NHS and the National Rheumatoid Arthritis Society to gather early feedback from both patients and professionals. Particular attention was paid to tone and language, ensuring the service felt supportive rather than transactional or compliance-led.

A key finding from the pilot was that digital tools work best when they complement human support. While the online service helped people make sense of their situation and next steps, many users still wanted reassurance and guidance from a trusted professional. The pilot explored how digital journeys could sit alongside existing face-to-face or telephone support, rather than replacing it.

The work also demonstrated the importance of collaboration across policy and operational boundaries. Health and employment support sit in different parts of government, with distinct systems, data standards and legal frameworks. Designing a coherent service required early alignment between teams and a shared focus on user outcomes rather than organisational responsibilities.

Find out more about the project here