Fraud and error
Voice Risk Analysis (VRA)
This project will evaluate the potential of VRA to simplify new claims and review processes and to produce intelligence led risk assessments that aim to produce more effective, targeted counter fraud interventions. VRA will be tested at a number of local authorities until December 2007.
Voice risk analysis is a real time system that combines the measurement of physiological levels of voice stress with behavioural analysis and conversation management techniques to enable the detection of truthful statements. It is a proven technique used in the private sector, for example, in better assessing the risk associated with insurance claims. The overall objective of the project is to see whether the same techniques can be successful within housing benefit in particular and welfare benefits in general.
The specific objectives of the project are:
- To improve customer service by providing processes that are quicker and less intrusive to the vast majority of claimants.
- To provide a service that is more efficient and therefore less costly
- To improve fraud and error prevention and detection
If the pilot is successful we will consider the case for changes to verification procedures for cases adjudged to be low risk, potentially reducing the need to issue and process forms and undertake unnecessary and expensive visits. Where cases are adjudged high risk, counter fraud activity will be undertaken promptly ensuring more fraud is detected and detected earlier reducing overpayments. We would also expect there to be a natural deterrent effect that will both encourage the self-correcting of claims when faced with follow-up action and, in the longer term, deter fraudulent claims in the first instance.
Following analysis of the evaluation gained form the pilots the Fraud and Error Policy Team will publish findings and any recommendations that can be made.