The Benefits Adviser Self Service Project

Introduction This presentation is to provide you with information about The Benefits Adviser. The Benefits Adviser is one of a number of online services being developed by the Self Service Project. Self Service is part of the DWP Change Programme.

Why Self Service? Why Self Service? The overall objectives of the Self Service Project are to:- Reduce avoidable contacts. Reduce the number of occasions customers have to provide information. Give customers greater access to their information already held. Give the customer a greater choice of options when contacting the Department.

Self Service project releases All Self Services will be available via the Directgov website The Benefits Adviser The Benefits Adviser is an ‘entitlement’ signposting service that was launched in April 2008. In September 2009 we will launch an enhancement to this service which will provide the opportunity for customers to obtain an estimate of the amount of benefit they may be awarded. In addition to this there will be a ‘what if’ facility for customers to input potential changes in their circumstances to see how this affects their benefits. Jobseeker’s Allowance Online Customers claiming contribution based Jobseeker’s Allowance will be able to do so online from 11th August 2009.

Self Service project releases State Pension On Line UK citizens approaching pension age who are entitled to a UK pension will, from late 2009, be able to claim on-line. Benefits Enquiry Service This will allow customers to find answers to common questions about some working age benefits and track claims and payments on-line. This will be available in 2010. Identity and Verification (IDV) This will enable an individual to establish, assert, and protect their identity during their interaction with the Department through the e-channel or the telephony channel. This will be phased in from Autumn 2009. Benefit Update Service During 2011 the Benefit Enquiry Service will be enhanced to enable customers to report certain changes to their circumstances online. This will be known as the Benefit Update Service

Why Self Service – how will we deliver what customers want? We will do this by: providing better signposting – customers tell us this is one of the most important improvements they want to see providing enquiry services that will answer many of the Top 10 questions asked by customers providing an efficient Self Service capability that is attractive, easy to use and meets customers’ needs Designing for effective Self Service – not just replicating current service; and testing our services with the right customer groups to ensure we are providing them with what they need.

The current Benefits Adviser The Benefits Adviser provides eligibility advice and accurate signposting for the following benefits, pensions and credits that customers may be entitled to. Attendance Allowance Industrial Injuries Disablement Benefit Bereavement Allowance Bereavement Payment Jobseeker’s Allowance Carer’s Allowance Child Benefit Child Tax Credit Disability Living Allowance Employment and Support Allowance Guardians Allowance Housing Benefit Incapacity Benefit Income Support Maternity Allowance Pension Credit Constant Attendance Allowance Second Adult Rebate Council Tax benefit State Pension Statutory Sick Pay Statutory Adoption Pay Statutory Maternity Pay Statutory Paternity Pay War Widow’s/Widower’s Allowance Widowed Parents Allowance Working Tax Credit

The Benefits Adviser - Calculation and Comparison Will provide customers with a service that will: Estimate their potential entitlement to 11 state benefits, pensions and credits which are: Income Support Jobseeker’s Allowance Pension Credit Second Adult Rebate Working Tax Credit Child Tax Credit Carers Allowance Council Tax Benefit Employment and Support Allowance Child Benefit Housing Benefit Provide the facility for customers to compare changes in their circumstances to see if they would be better off in certain scenarios.

The Benefits Adviser - Calculation and Comparison The Benefits Adviser can be accessed from the Directgov Homepage under Money, tax and benefits. The following screens are an example of how the Benefits Adviser works.

Benefits Adviser Homepage 1, Takes the user to the Landing page for BAS 2, Takes the user to a list of benefits in Directgov webpages 3, Takes the user to the required piece of information when Submit is selected 4,Takes the user to the required piece of information selected by the radio button 5, Takes the user to information 6, Takes the user to information

New customers need select either Get a benefits estimate now or check available benefits now. Users returning within 7 days can input their reference number and retrieve their answers. WE CAN’T RETRIEVE LOST REFERENCE NUMBERS, CUSTOMER WILL HAVE TO START BENEFIT ADVISER AGAIN 1, Takes the user to the Getting started page for an estimate 2, For the user to enter their reference number to retrieve their saved details 3, Takes the user to the their saved information after they have input their number 4, Takes the user into

On this page you can either enter your own details or someone can enter your details on your behalf. You can enter details anonymously or entering your personal details. 1, Default unless the user is doing an estimate for someone else 2, If the user is doing an estimate for someone else they will select this radio button 3, This should be greyed out unless a user selects 'For someone else'. 4, Takes the user to a list of benefits in Directgov webpages 5, Takes the user to the Benefits adviser

The customer or representative will enter information regarding employment, income, living arrangements, benefits etc.. The service is dynamic depending on the answers provided by the customer for example if they say they have children they will be asked for details about these children. If the customers says they don’t have children the child related questions will not be asked. There are links to help under the majority of questions if the customer clicks this it will provide a further explanation of what is expected from the question. If your in receipt of benefits then a list of benefits will appear on the next page you will tick at the side of each benefit you’re claiming so that this can be taken into account in the summary.

1, Takes the user to the previous page 2, Takes the user to the Summary page

In these screens the customer has the opportunity to edit any of their details if they are incorrect if they are just changing a typing error then after they amend their personal details they will come back to this screen. If the change is to any other details then the customer will have to go through the other screens where they may be asked additional questions.

Lorem Ipsum Benefit is a made up benefit just used for the wireframes, the adviser will prompt a list of all benefits that there could be entitlement to here. NB Where it says “JSA PDF form download” It will actually link to JSAOL The customer can then select what if to enter changes of circs

This tells the customer the procedures they need to go through if they would like to go through for different “what if” scenarios i.e if they are thinking of taking up employment it will show a comparison between current and new circumstances. 1, Takes the user to the results page 2, Takes the user to the HLQ page with stored answers

This provides a comparison between current circumstances and new circumstances. Providing the best financial option. Only one comparison can be made at once. The customer can save and return later or make another comparison. If they want to make another comparison, they should print the existing comparison and select “Try another”. The details for the original calculations will remain but the comparison will be wiped