Universal Credit Full Service Transformation.

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 Click to add notes

Universal Credit Full Service – The Story So Far Test the service 19th Aug 15 27 April 16 THORNTON HEATH PURLEY GT YARMOUTH CANTERBURY FULL SERVICE CENTRE 10 June 15 4TH Nov 15 LONDON BRIDGE SE1 5 27 March 16 MUSSELBURGH CROYDON CR0 4 26 Nov 14 SUTTON SM5 2 18 March 15 SUTTON EXPANSION SM6 7 SM6 8 10 June 15 SUTTON EXPANSION SM6 9 4th Nov 15 27 Jan 16 May 16 5 JOBCENTRE AREAS PER MONTH CROYDON EXPANSION CR0 2 HOUNSLOW Click to add notes Nov 14 May 15 June 15 Nov 15 Jan - April 16 May 16 onwards Test the service Improve Efficiency Make Scalable Transition

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. Click to add notes The service will initially be available to claimants making a new claim, or certain changes in circumstances.

CHANGES IN CIRCUMSTANCE THAT WOULD TRIGGER A CLAIM TO UNIVERSAL CREDIT Change in employment status Change in family circumstances Other Move from out of work to in work over x hours (JSA or IS → WTC) Household becomes responsible for a child for the first time. (New claim to CTC) New/underlying entitlement to legacy benefit (Could potentially trigger a new claim to all benefits) Move from working more than 16 hours to working less than 16 hours (WTC → JSA or IS) Change of address in the relevant postcode area that requires a new claim to HB (New claim to HB) Attending court/jury service (JSA → IS) Move from out of work to sick (JSA or IS → ESA) Out of work Lone Parent becomes couple parent (IS → JSA) Ceased full time education Move from sick to out of work (ESA → JSA or IS) Out of work couple parent with child under 5 becomes lone parent Remanded in custody Move from sick to working more than 16 hours (ESA → WTC) Partner leaving/joining household Income and/or capital goes over threshold (the threshold differs for each benefit) Move from in work to reduces number of hours to sick (WTC → ESA) Claimant is within 11 weeks of birth of child (JSA or ESA → maternity pay) – DN: maternity leave still counts as remunerative work   Move from permitted work to permanent work or increase hours to above 16 Out of work Lone Parent’s child reaches the age of 5 Take on full time caring responsibilities (new claim to IS) Claimant is no longer a full time carer ( IS → JSA) Click to add notes

From 2016 From 2017 From 2018 From 2020 through to 2021 Universal Credit Full Service – Where Next. Timing Our future plans. From 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 initially. From 2017 We will accelerate delivery to around 50 jobcentre areas per month going live with the digital service. From 2018 Testing Migration of the legacy system will begin in 2017 with the start of national migration in 2018 From 2020 through to 2021 The intention is that all cases are migrated, and a full service is available nationally, by 2020/2021

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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. Click to add notes The service adapts to claimants circumstances and the coaching channel shifts with it. The more self sufficient – the more digital the interaction 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.

Universal Credit Digital Service Creating a digital UC account. Click to add notes

My Phone Messages Edit Call FaceTime Add contact Text Message 11:15AM 100% Messages My Phone Edit Call FaceTime Add contact Text Message July 28, 11:15 AM I can register securely Data is secure – We know who they are It’s easy It’s easy Click to add notes I know what happens next I know what I need to do I can contact the claimant wherever they are I have quick and easy access 24 hours a day through mobile, tablet or pc I don’t need to tell them I can find out what I need