This page covers the UK Civil Service Casework Skills assessment focus: analysing case information, applying rules, and producing accurate case decisions. It is not the Customer Service Skills Test.

For customer-facing Civil Service skills practice, use Civil Service Customer Service Skills Test.

Quick facts

Item Detail
Assessment name Casework Skills Test (Casework Test)
Typical grades Administrative Officer and Executive Officer casework duties
Part 1 Case scenario + background materials; evaluate statements as definitely/probably true or false, or cannot say
Part 2 Casework scenarios; rate each action Counterproductive / Ineffective / Fairly Effective / Effective
Part 2 volume (official) Six scenarios, four actions each; rate independently; same rating may be reused
Part 3 Timed 10 minutes: spot errors between case details or enter information accurately
Overall timing Parts 1-2 untimed; Part 3 = 10 minutes; allow about an hour overall
Media Some scenarios may be short videos (subtitles, BSL, transcripts, replay)
Scoring Percentile vs comparison group; automated feedback in Civil Service Jobs
Score reuse Follow your invitation and Civil Service Jobs messaging (see FAQ - the Casework preparation page does not mirror the detailed banked-score section used on some other CS test pages)
Official practice Free unscored Casework Skills practice test

Confirm instructions in your vacancy invitation. Meeting a minimum standard is not a guarantee of progression; recruiters may raise the pass mark after the deadline.

How the three parts work

Part 1: Information analysis

You receive a scenario plus background such as customer emails, letters and colleague messages. You then judge statements using the official style of evaluation:

  • definitely true or definitely false based on the information given;
  • probably true or probably false based on the information given;
  • cannot say based on the information given.

Official guidance notes that you need to exercise judgement about the right answer. Stay inside the file. Do not import outside facts, even if they seem obvious in real life.

Part 2: Effectiveness ratings

Use the same four labels as other Civil Service skills tests:

Rating Official meaning (GOV.UK)
Counterproductive An unacceptable action that would make the situation worse
Ineffective A poor action that would not help the situation
Fairly Effective A useful action that would be of some help
Effective A good action that would help to resolve the situation

Part 3: Timed accuracy

10 minutes to check case details (addresses, account numbers, dates and similar) for mismatches or to enter requested information accurately. Plain-text alternatives are available for image-based items when needed for accessibility.

How to prepare

  1. Read Preparing for the Casework Skills Test on GOV.UK.
  2. Complete the official Casework Skills practice test first.
  3. Practise reading short mixed-source case packs without adding outside knowledge.
  4. Drill the five-way truth evaluation: definitely / probably / cannot say.
  5. Practise effectiveness ratings independently for each action.
  6. Rehearse accuracy checking against a 10-minute timer.
  7. Prefer a larger screen; request adjustments early if required.
  8. Use independent third-party hubs only after official practice.

Practice exercises (20 originals)

Educational only. Not official items.

Part A: Case file analysis (Exercises 1-8)

Use only the case pack. Choose the most supportable evaluation.

Case pack for Exercises 1-4

Scenario: You handle grant case G-4418 for a community gardening project.

Email from applicant (3 March): “Please confirm our payment of £4,500 will arrive by 20 March. We have already ordered tools.”

Colleague note (4 March): “Award letter issued for £4,000 only. Payment run scheduled 28 March if bank details pass validation. Bank check status: pending.”

Policy extract on file: “No payment before bank validation. Written award amounts override verbal estimates.”

Exercise 1

Statement: “The applicant has been formally awarded £4,500.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: E Explanation: The colleague note shows a written award of £4,000. The applicant’s email claim does not override the award letter.

Exercise 2

Statement: “Bank validation has already been completed successfully.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: E Explanation: The note says bank check status is pending, so successful completion is false on the file.

Exercise 3

Statement: “If validation passes, payment is scheduled for 28 March.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: A Explanation: The colleague note states payment is scheduled 28 March if bank details pass validation.

Exercise 4

Statement: “The tools the applicant ordered have already been delivered to the community site.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: C Explanation: The email says tools were ordered, not that they were delivered. Delivery status is not in the pack.

Case pack for Exercises 5-8

Scenario: Correspondence case C-209 about a missed registration deadline.

Customer letter (1 June): “I posted my form on 10 May. Your deadline was 15 May. Please accept it as on time.”

Post room log: “Envelope for C-209 scanned on intake 18 May. No earlier receipt found.”

Team leader message: “We may accept late forms only with proof of posting dated on or before the deadline. Proof has not been provided yet.”

Policy line on file: “Intake date alone does not prove posting date.”

Exercise 5

Statement: “The form was scanned into the organisation on 18 May.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: A Explanation: The post room log states the intake scan date.

Exercise 6

Statement: “The customer has supplied proof of posting dated on or before 15 May.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: E Explanation: The team leader message says proof has not been provided yet.

Exercise 7

Statement: “Under the file policy, the intake scan date is enough on its own to treat the form as posted on time.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: E Explanation: Policy says intake date alone does not prove posting date.

Exercise 8

Statement: “The customer posted the form on 10 May.”

A. Definitely true B. Probably true C. Cannot say D. Probably false E. Definitely false

Most supportable evaluation: C Explanation: Only the customer’s claim supports 10 May. No independent proof is on file, so you cannot treat that date as established.

Part B: Effectiveness rating practice (Exercises 9-14)

Exercise 9

Scenario: Two documents in a case file disagree on an applicant’s address and a decision letter is due today.

Actions:

  1. Send the letter using the newer-looking address without checking.
  2. Pause the decision letter, list the conflicting fields, and seek the verification step required by procedure.
  3. Delete the older document so the file looks tidy.
  4. Contact the applicant through an approved channel to confirm the current address before issuing the letter.

Suggested ratings: 1 Counterproductive 2 Effective 3 Counterproductive 4 Effective

Exercise 10

Scenario: A colleague asks you to “just approve” a case that is missing a mandatory checklist item so the weekly target looks better.

Actions:

  1. Approve now and add the checklist later if anyone asks.
  2. Refuse to approve with the gap, explain which item is missing, and offer to finish it quickly if the evidence is available.
  3. Approve but leave no audit note.
  4. Escalate if pressured to bypass a mandatory control.

Suggested ratings: 1 Counterproductive 2 Effective 3 Counterproductive 4 Effective

Exercise 11

Scenario: A customer phones angrily because their case has had no update for three weeks.

Actions:

  1. Hang up because they raised their voice once.
  2. Acknowledge the delay, check the file, give factual status, and agree the next visible action and timescale.
  3. Invent an update to calm them.
  4. Offer the complaints route if they want to escalate service failure after the status is explained.

Suggested ratings: 1 Counterproductive (unless the call becomes abusive under a clear policy) 2 Effective 3 Counterproductive 4 Fairly Effective to Effective

Exercise 12

Scenario: You receive new evidence after a draft refusal has been written but not issued.

Actions:

  1. Issue the refusal unchanged to avoid rework.
  2. Halt issue, record the new evidence, and reassess against the decision criteria.
  3. Hide the new evidence in an unrelated folder.
  4. Ask a peer or manager to review if the new evidence changes a borderline judgement.

Suggested ratings: 1 Counterproductive 2 Effective 3 Counterproductive 4 Effective

Exercise 13

Scenario: Another team owns part of the file and has not replied; your deadline is tomorrow.

Actions:

  1. Submit as complete without mentioning the missing input.
  2. Chase promptly, record what is outstanding, and escalate if the gap is material.
  3. Invent that team’s view.
  4. Request a short extension through the proper route if the missing input blocks a safe decision.

Suggested ratings: 1 Counterproductive 2 Effective 3 Counterproductive 4 Effective

Exercise 14

Scenario: You spot a possible conflict of interest: the applicant is a close relative of a team member who asked to “take a quick look”.

Actions:

  1. Let them edit the case quietly.
  2. Remove them from involvement, record the conflict, and follow the local conflict-of-interest process.
  3. Joke about it and continue as normal.
  4. Seek management advice before any further access is granted.

Suggested ratings: 1 Counterproductive 2 Effective 3 Counterproductive 4 Effective

Part C: Accuracy and checking drills (Exercises 15-20)

Exercise 15

Case card A: Ref CW-55201 | Name: Owen Blake | DOB 22/11/1988 | UPRN 100023451 Case card B: Ref CW-55201 | Name: Owen Blake | DOB 22/11/1988 | UPRN 100023541

How many fields differ?

A. 0 B. 1 C. 2 D. 3

Correct answer: B Explanation: Only UPRN digits are transposed near the end.

Exercise 16

Source decision date: 04/02/2026 (DD/MM/YYYY). Which note is accurate?

A. Decision dated 2 April 2026 B. Decision dated 4 February 2026 C. Decision dated 4 February 2006 D. Decision dated 2 April 2006

Correct answer: B

Exercise 17

Which copied National Insurance number matches JR 60 84 22 A exactly when spaces are preserved?

A. JR 60 84 22 A B. JR 60 84 2 2A C. JR608422A with wrong grouping later treated as identical without checks D. JR 60 48 22 A

Correct answer: A Explanation: Grouping and digit order both matter in accuracy drills.

Exercise 18

Compare payment lines:

Amount Sort code Account
File £650.00 40-12-18 11887722
Extract £650.00 40-12-18 11887822

A. No differences B. Account number differs C. Sort code differs D. Amount differs

Correct answer: B

Exercise 19

Handwritten note to enter: property Flat 3, 19 St Mary's Road, postcode SW9 0AE. Which entry is correct?

A. Flat 3, 19 St Marys Road, SW9 0AE B. Flat 3, 19 St Mary’s Road, SW9 0AE C. Flat 3, 19 St Mary’s Road, SW9 OAE (letter O) D. Flat 3 19 St Mary’s Rd SW90AE (compressed incorrectly if instructions required full form)

Correct answer: B Explanation: Keep the apostrophe and distinguish zero from letter O in the postcode.

Exercise 20

You must flag every mismatch. Source vs screen:

How many mismatches?

A. 0 B. 1 C. 2 D. 3

Correct answer: B Explanation: Only the phone number final digits differ (0018 vs 0081).

Study answer strip

Exercise Study answer
1 E
2 E
3 A
4 C
5 A
6 E
7 E
8 C
15 B
16 B
17 A
18 B
19 B
20 B

Exercises 9-14 use effectiveness ratings - compare with the suggested labels above.

Official resources

FAQ

What grades use the Casework Skills Test?

Official guidance says it is used when recruiting people to carry out casework duties at Administrative Officer and Executive Officer levels.

How is Part 1 different from a pure verbal true/false test?

You work from a mixed case pack and may need definitely/probably true or false, or cannot say. Probability language appears when the file supports a likely reading without full certainty.

Is the whole test timed?

Parts 1 and 2 are untimed. Part 3 is 10 minutes. Allow about an hour overall.

Are scores banked?

The official Casework Skills Test preparation page reviewed for this guide focuses on percentile scoring, feedback and pass marks. It does not include the same dedicated banked-score section found on the Customer Service and Styles preparation pages. Treat any reuse messaging in Civil Service Jobs or your invitation as controlling, and do not assume scores transfer between tests.

Can I retake if I do not pass the minimum?

Official guidance states that if you do not pass at the minimum required standard for a job level, you can retake during future applications.

Will interview stages retest me?

Hiring managers may require candidates invited to interview to retake under supervised conditions.

Do videos appear?

Some scenarios may be short videos with subtitles, BSL translations, transcripts and replay.

Smartphone or laptop?

A larger screen is recommended. Resume from your application centre if the browser drops. Some workplaces block test sites.

Is third-party prep enough?

No. Complete the official practice test first. Independent hubs are optional and unofficial.

Next steps

  1. Complete the official Casework practice test.
  2. Watch the information video.
  3. Practise file-limited statement evaluation, effectiveness ratings and 10-minute accuracy drills.

Return to the UK Assessment Tests hub for more Civil Service assessment guides.