Universal Credit Full Service William Harwood JCP Partnership Manager Southwark and Lambeth - DWP

Universal Credit Full Service It’s a whole service – work and benefit in one integrated proposition It’s built from user needs (claimants or agents) It’s empowering to users, putting their data and the responsibility for it in their hands It’s built by a multi disciplined team all focused on the outcomes and purpose of UC It’s delivery is reprioritised all the time based on evidence of efficiency and effectiveness Universal Credit Full Service has been built using extensive testing, feedback and input from customers, partners and stakeholders. This learning has helped design a service that has been built on evidence and with each function built with the user in mind. It has helped to design a build a whole service not simply just an IT platform. We have worked closely with the Local Authority working along side the Digital Service team to ensure the Digital Service staff can share their knowledge and the learning and help to develop and build the system. We have used the input and views from Social Landlords to help develop and improve the rent verification process. Building as we learn We are developing a version of the service that provides learning about how users interact with the product in a live environment. It is not a finished product, new features are being added to it all the time (fortnightly releases). The learning and insights gained and user feedback helps shape the future service We get valuable insight into the future development of the service whilst we are building. What are we testing User - Claimants have a positive experience - Staff can operate service - Both feedback into future design choices and design choices are met with understanding. IT - That the service works That we can pay people on time with the right amount Policy - That the service upholds the policy intent and staff have learnt and understood Universal Credit’s intent

ELIGIBLE CLAIMANT TYPES Housing Benefit Child Tax Credits Income based JSA Working Tax Credits Income Support Income based ESA The service will be available for all claimant groups from the start. The Full Service: The service will incorporate all claimant types making a new claim, and reporting certain changes of circumstances. - The same policies, the same drivers for cultural change, the same outcomes as the current service. However it is new technology, it's about managing an online account and providing a full service – not an IT system. - The online account means everyone has an individual log in, including partners, although their claim is as a household - Essentially the Full Service is adding an additional digital element to Universal Credit - The Full Service service will be available for all client groups from the start - It has always been the intention to have an online element for Universal Credit Important Welfare reform changes April 2017 The policy to limit the child element of tax credits and Universal Credit to two children is planned for 6 April 2017. From this date DWP will direct new claims from families with more than two children to Tax Credits until November 2018. Thereafter, new claims from families with more than two children will be taken through Universal Credit. Families already on Universal Credit who have a third child after April 2017 will remain on Universal Credit and receive two child elements. Additionally, the policy to remove the higher rate of child element for the first child in Universal Credit will only apply where the first child is born after 6 April 2017, aligning the treatment of families within Universal Credit to that in Tax Credits. The service will initially be available to claimants making a new claim, or certain changes in circumstances.

From May 2016 From July 2017 From 2018 From 2020 through to 2021 Universal Credit Full Service – Where Next. Timing Our future plans. From May 2016 Rollout of the full service across nation and regions will be a phased delivery approach with around 5 jobcentre areas going live each month. We will accelerate delivery to 30 jobcentre areas per month going live with the full service, then 55 per month between October and December 2017. From July 2017 From 2018 This will increase to 65 per month, finishing with the final 57 jobcentres in September 2018 In April 2016 we completed the national rollout of Universal Credit for single unemployed people, with Universal Credit available in all 712 jobcentres and every local authority area. In May 2016 we started the expansion of Universal Credit to a wider range of claimants. The Department will continue its successful rollout of five jobcentres a month to June 2017 expanding to 30 in July 2017. From 2020 through to 2021 The managed migration of existing benefit claims will start in July 2019 and complete in March 2022.

Claimant opens account to claim UC online Claimant opens account to claim UC online. It’s the claimants account to manage and interact with the DWP. Support continues digitally until claimant is on a zero payment. However if their situation changes, they can report this online. Claimant may attend claimant commitment interview dependant on workgroup. Here they will receive tailored support from a work coach. As the claimant finds work they can report this online and still receive support as their UC entitlement decreases. The service adapts to claimants circumstances and the coaching channel shifts with it. The more self sufficient – the more digital the interaction With Universal Credit Full Service we have - Fully digital service from the start of the claim. A single transactional on-line account from which claimants can make and manage their claim; the claim can be saved as they go along and does not need to be completed all at once. There is a single view of the claim, visible to both claimant and staff This enables remote support for claimants, if a claimant is struggling to complete a claim or report a change of circumstances. Level of face to face support depending on the claimants workgroup, and individual need. Over 50% of claimants making claim via tablet or a smart phone. A relationship is built with a mixture of face to face and digital / remote coaching using To Do’s and Journal entries. Payments are shown too.

Southwark Story -Universal Credit Full Service Live in London Bridge Jobcentre since November 2014 currently 2500 live claims. There is continuing support for claimant with budgeting and digital provided by Citizens Advice Southwark with on average 10 people referred each week. Support for Claimants with CV up-skilling and digital support is in place with Strive Training and the National Careers Service both offering an in house service. We are working closely with Southwark Council colleagues particularly around housing to provide feedback to our UC design team. Universal Credit Full expands in Southwark over three dates: 5 October -50 % of the Peckham JCP 19 October – Kennington Park JCP 9 November – Remaining 50% Peckham JCP There are 2500 live claims at London Bridge but over 5000 registrations for UC FS. This information is flawed as multiple claims are created the don’t result in a claim. There have requested around 332 Advance Payment Arrangements for claimant to pay rent directly to landlords. We are continuing to work on rent verification and how we manage the process. Issues raised by Southwark included multiple rent verification form being received UCFS GO LIVE 50% 5/10/16 Peckham Jobcentre UCFS GO LIVE 50% 9/11/16 Peckham Jobcentre Kennington Park Jobcentre on 19th October SE16 3 Shared with Lewisham SE15 1 Shared with Lewisham SE5 0 Shared with Lambeth SE21 7 SE15 2 Shared with Lewisham SE11 9 SE21 8 Shared with Lambeth SE15 3 SE17 1 SE21 9 SE15 4 SE17 2 SE22 0 SE15 5 SE17 3 SE22 2 SE15 6 SE17 4 NON VALID POSTCODE SE22 8 SE5 7 SE17 5 NON VALID POSTCODE SE22 9 SE5 8 Shared with Lambeth SE17 6 NON VALIDE POSTCODE SE17 7 NON VALID POSTCODE SE17 8 NON VALID POSTCODE

Southwark Story – Live Service The Universal Credit Live service went live at Peckham and Kennington Park Jobcentre on 8 February 2016 848 live claims at the Peckham JCP 294 live claims at Kennington Park JCP Budgeting support at Peckham Jobcentre is provided by Southwark Council with 50 referrals made CAB provides support for Kennington Park and London Bridge as part of tri borough agreement with Lambeth and Lewisham All Live Southwark UC Customers will transfer to Full UC through controlled migration after 5 October Trail in place at the Peckham Jobcentre as Southwark Council wanted to test the support they could offer claimants with digital and budgeting support rather than an outside provider. Couldn’t get any figures for Kennington Park but I was told the number are very low Issues raise with rent verification. Delays with Service centres Multiple requests from service centre to verify housing costs All issued should be escalated to the UC live service team Forms are not return in the correct timescales