U C 31 May 2012 Universal Credit Online NI Universal Credit revised go live – April 2014

U C Content Introduction What is Universal Credit and update on progress since March The Online Application Q & A Do It Yourself NI Universal Credit revised go live – April 2014

U C Provide an update on progress with Universal Credit Demonstrate the Universal Credit online claim process for a single unemployed person who is a non- householder Provide an opportunity for questions Do It Yourself – try the online application Introduction NI Universal Credit revised go live – April 2014

U C What is Universal Credit? A single allowance – which replaces income-related social security benefits, housing benefit and working and children’s tax credit A single allowance – which can be paid whether you are in or out of work Focused on household earnings – credit payment which reflect household circumstances (including additional elements for disability, caring duties, housing costs and children) Tapering of the allowances as earnings rise – Universal Credit withdrawn at a constant rate of 65p in the pound of net earnings NI Universal Credit revised go live – April 2014

U C What’s in / What’s out Claims made for households Replaced by Universal Credit Income based Jobseekers Allowance Income related Employment & Support Allowance Income Support Child Tax Credits Working Tax Credits Housing Benefit Social Fund (Budgeting loan elements) Not covered by Universal Credit Disability Living Allowance / Personal Independence Payment Contributory Benefits (although earnings rules aligned) Child Benefit Carers Allowance Social Fund Crisis Loans & Community Care Grants Housing Benefit (Rates) (Council Tax Benefit equivalent) Passported Benefits NI Universal Credit revised go live – April 2014

U C Scale of the Change “…the most significant change to the welfare system since Beveridge in 1940s” Iain Duncan Smith, DWP Secretary of State “…we need to break inter- generational worklessness, create new role models in families and communities, and break the cycle of benefit dependency. ” Nelson McCausland, DSD Minister NI Universal Credit revised go live – April 2014

U C Universal Credit - Overview Universal Credit JSA ESA IS HB TCs Customer Programme Self serves online Operation of the taper Finds work Benefits Increased income Employment Poverty Worklessness over generations Replacement of welfare benefits Legislation Automation Advice and assistance NI Universal Credit revised go live – April 2014

U C Nov 13Apr 13Oct 14Oct 15Oct 16Oct 17 DWP Pilot New claims to JSA phased out from Oct 13, New claims to ESA, IS, and HB cease April 2014 Management of caseload and payments will continue All new claims to Tax Credit cease beginning April 14. Renewals, caseload management and payments continue. Working Age Legacy Benefits Universal Credit caseload builds … Implementation Timeline Current assumption – full transition over 4 years Housing Costs / Child costs for pensioners - to Pension Credit Pension Age benefits Mar 11Jan 12Feb 11 Westminster Welfare Reform Bill NI Welfare Reform Bill Jun12 NI UCP Start- Up ESA & IS JSA HB NI Universal Credit revised go live – April 2014

U C Welfare Reform Bill Progress Introduced House of Commons: 16 th Feb 2011 Introduced House of Lords:16 th June 2011 Royal Assent Great Britain Bill – 8 March 2012 Northern Ireland Bill to be introduced to Assembly shortly NI Universal Credit revised go live – April 2014

U C Site Selection Castle Court selected as the initial launch site Universal Credit will also require front office staff to provide support and advice-related activity, as well as the customer facing work-focussed aspects of the new regime. Work is ongoing to determine the precise nature of the services to be delivered in the front office and the associated staffing requirements. NI Universal Credit revised go live – April 2014

U C Caseload Migration Launch Phase (October 2013 to March 2014): Currently working with partner organisations and analysts to develop an approach for closing down Jobseeker’s Allowance (income based) claims; April 2014 Approach: Currently working with partner organisations and analysts to develop an approach for closing down all other legacy benefits and tax credits from April 2014; and Managed Migrations: Continuing to work with colleagues from the Department for Work and Pensions on approach to Managed Migrations. NI Universal Credit revised go live – April 2014

U C Policy Impacts Keep pace with DWP policy decisions Identify differences for Northern Ireland Feed into the Universal Credit IT Design Work with Analytical Services Unit to liaise with all Departments to identify new eligibility for their passported benefits following introduction of Universal Credit NI Universal Credit revised go live – April 2014

U C Customer and Service Design NI Universal Credit revised go live – April 2014

U C Customer and Service Design Working closely with DWP to ensure that the IT system being built to deliver Universal Credit is suitable for use in Northern Ireland. Work to develop an “operating model” that will outline how Universal Credit will be delivered in Northern Ireland. The operating model will consider: different channels customers can use to make a claim; how those claims will be managed within the organisation; the role of the front line service in our local offices; and the roles and responsibilities for staff in the new organisation. NI Universal Credit revised go live – April 2014

U C Universal Credit – why a digital service Universal Credit will be digital by default because it is better for claimants, staff and taxpayers. It is Available Flexible Responsive Informative Integrated Accessible NI Universal Credit revised go live – April 2014

U C Universal Credit – why a digital service Universal Credit will be digital because the future is digital Employers expect digital skills for almost all jobs Mobile devices are more prevalent and powerful People can save money by accessing online services NI Universal Credit revised go live – April 2014

U C Quality of service Universal Credit will be ‘digital by default’ – which drives us to focus on service quality for everybody. We are working with the Department of Work and Pensions: involving users directly in designing and testing Universal Credit using customer insight and testing to build an easy to use service putting digital at the heart of our service providing a differentiated and compelling service building a secure and accessible service. NI Universal Credit revised go live – April 2014

U C Channels Digital by default – predominantly online Longer Term aim: 70% of customer contact by digital means Provide telephony and face-to-face services for people for whom contact cannot be digital or cannot use online services. Online services will meet the latest industry standards. To achieve key aim we need to: improve the online service raise awareness amongst working age claimants Particular challenge for Northern Ireland – online activity across welfare benefits not as developed as in Great Britain Direction of Travel NI Universal Credit revised go live – April 2014

U C Current Internet Usage Research suggests: More than 20% of people with internet access have accessed Government sites Broadband penetration now stands at 75%. 47% of people now using social networking sites regularly 33% of people have used online banking (Ofcom - The Comms Market Report NI 2011 August) NI Universal Credit revised go live – April 2014

U C Online behaviour (Ipsos MORI survey for DSD) NI Universal Credit revised go live – April 2014

U C Customer Preparation and Support Work is ongoing to develop a Customer Preparation and Budgeting Support Strategy, which will meet the needs of our customers as they make the transition to Universal Credit. NI Universal Credit revised go live – April 2014

U C Universal Credit Online claim process Marlow Carter NI Universal Credit revised go live – April 2014

U C Summary Good progress being made to deliver Universal Credit Building a 21 st Century benefits system – with flexibility and continuous improvement Designing a service based on customer journeys involving them and staff in the design Aware of the challenges ahead Work with our partners and stakeholders to design and deliver a successful service for our customers NI Universal Credit revised go live – April 2014

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U C Contact us NI Universal Credit revised go live – April 2014