Get Your State Pension, Department for Work and Pensions
The Get your State Pension (GySP) digital service has transformed the way citizens claim their state pension. Developed in 2018, within two years it has progressed from being a mainly form-based service to become the first benefit which can award and pay the customer without any agent intervention, in a process called Citizen Straight Through Processing (CSTP). In 2018, 25% of customers invited to claim their state pension did so online. Today, that figure is 75%. Over 60% of customers are now paid using CSTP. Through collaborative working across departmental boundaries, the customer experience has been transformed in a positive way.