Two developments were central to making this work at scale. The team quickly identified that our existing tool could be adapted to meet the challenge. A bespoke bulk-loading template was developed, allowing multiple payments to be processed simultaneously rather than individually, making the entire process straightforward and efficient.
Delivering for our clients: collaboration in action
The challenge
When the transfer of Civil Service pensions to Capita created a backlog of hardship cases, government departments needed a fast, reliable solution to ensure Civil Service pensioners received the payments they were entitled to without delay.
Acting on instruction from the Cabinet Office, client departments established internal panels to review individual hardship cases and approve payments. They turned to us to help deliver them — and a genuinely collaborative partnership was formed.
Key deliverables
From the outset, this was a true team effort. Client departments take ownership of eligibility reviews and approvals, while our teams handle the rest. The process runs to a consistent weekly rhythm, giving clients and customers alike the certainty and reliability they need.
Alongside this, Reg King from our D&I Enterprise Applications team built a dedicated pay group, creating a standalone payment run that sits entirely separately from our existing payment cycles. This meant the new service could operate at pace without any impact on business as usual.
With multiple client departments involved, clear communication was essential. A dedicated Microsoft Teams site - with separate channels for each department - keeps every colleague informed, ensures handoffs between teams run smoothly, and means nothing falls through the gaps.
The results
Since launching, the service has operated reliably week after week, ensuring payments reach those who need them quickly and accurately. By working in close partnership with our clients, we identified what was needed, built the solution, and put it into action — all without disrupting our existing operations or the wider services we deliver.
The process is a strong example of what can be achieved when teams come together with a shared purpose. Client departments handle what they know best, and UKSBS delivers what we do best — creating a joined-up service that works for everyone involved, and most importantly, for the customers it serves.
What comes next
As this service continues to mature, we remain committed to working closely with our client departments to ensure it keeps pace with their needs. We will continue to look for opportunities to improve and streamline the process, drawing on the same spirit of collaboration that made it possible in the first place.
Thank you to everyone who played a part in getting this service up and running, and to those who continue to deliver it every week on behalf of our clients and their customers.