1. Tell Us Once – because your time matters Tell Us Once The Quantum of Solace

2. Tell Us Once – because your time matters Tell Us Once ‘Tell us Once’ is a major programme, being led by DWP on behalf of Government as a whole, to transform the way in which people can tell Government (central and local) about changes to their circumstances. At its heart – as it says on the tin – is the proposition that people should only have to tell us things – like a birth or death – once and we will make sure that information reaches all the Government Departments and Agencies that need to know. That sounds an utterly obvious thing to do – and it is – but making it a reality is very challenging.” Sir Leigh Lewis, Permanent Secretary Department for Work and Pensions

3. Tell Us Once – because your time matters Lack of trust in the Government to deliver the service Interactions with individual public services are poor - fulfilment is the key to successful delivery What was it like before Tell Us Once

4. Tell Us Once – because your time matters We went through feasibility to prove it was worthwhile making this journey and were given funding to proceed We spoke to customers and designed models which we tested through live pilots Now we want to integrate the channels and products to test in a larger area – a Pathfinder This provides critical mass and large scale testing, making the business case strong and the reasons for proceeding compelling Implementation becomes less risky we launch a service we proved works and is needed – less top down big bang more consensus Progress to date

5. Tell Us Once – because your time matters The Service Design Prototyping and Piloting Bereavement Birth e tool Evaluation Framework The Big Themes of Transformation Cross-government Identity Assurance Data Sharing IS/IT Governance Progress to date

6. Tell Us Once – because your time matters Birth : F2F used by vulnerable but not used for straight forward cases Depth of service : shallow versus deep The efficiencies we wanted were only the tip of the iceberg So what did the pilots tell us : Emerging lessons

7. Tell Us Once – because your time matters At the time I felt totally lost and confused. I didn't know what to deal with first, but by using the bereavement service I felt that a great burden had been lifted and I will always be grateful for their help and support. Please do make this service available countrywide. It is so helpful and useful in a time of great distress. Giving direction to scrambled brains at this time of great distress. I felt both positive and calmed after the interview. The staff’s attitude to me was perfect. Thank you so much. “ “ “ “ The customers’ voice

8. Tell Us Once – because your time matters Midlands and North West: Up to 7 LAs and linked central govt services Wolverhampton, Rotherham, Tameside; Lancashire County (and 3 districts) London and South East: 7 LAs and linked central govt services Southwark, Lambeth, Kent County, 4 districts Build on the pilot experience Integrated service across phone, ‘web’, face to face Geographic and demographic coverage Bigger volumes More robust business case evidence Pathfinders with Local Authorities

9. Tell Us Once – because your time matters Pathfinder Design Tell Us Once – because your time matters Signposting and Direction Contact Registrar is part of signposting and contact layer Generic signposting with posters, leaflets developed by Tell Us Once Static- LAs F2FTel ‘E’ Reporting a death Level 2 Authentication Existing remote level 2 authentication for telephony Process (core) Reporting a Death Reporting a Birth Inform (non core examples) Partners for where literature available include hospitals, GPs, funeral directors, local authorities, government premises, etc Local Media messages tested (not national) Local Authorities Housing Benefit Council Tax Benefit HMRC, ChB, CTC, CTF, WTC DWP PDCS SRP, PC, AA, DLA, CA DWP JCP, JSA, Income Support, Incapacity Benefit, Bereavement Benefits, Social Fund Funeral Payment IPS Passport DVLA Licence, vehicle Live for customer but based in offices Social Services Blue Badge Electoral Register Tax coding, IHT, Probate Info re car Child Support / maintenance Process to be based on reporting event Vulnerable- do it for me Self sufficient - let me do it Need some help Services & products Reporting a Death Reporting a Birth Mobile- Joint teams (DWP & LAs) DWPHMRC Directgov

10. Tell Us Once – because your time matters Role of Registrar in England Process agreed with the General Registrars Office Policy Team in the Identity and Passport Service: The Registrar performs their statutory function as normal when registering a death. The Registrar signposts the informant to the TUO service. The local authority employee (LAE) collects information from the death certificate and informant then notifies DWP. It is for Local Authorities as the employers of the Registrar to determine whether the role of the LAE is to be undertaken by the Registrar. Working within existing legal framework - Section 2 of the Local Government Act 2000 - that the Local Authority, through the registrar function, have been using to provide information to HMRC for the birth pilots.

11. Tell Us Once – because your time matters Evaluation Evaluating number of contacts that can be saved - both avoidable and unavoidable Measuring how much of the citizen's time is saved. Working with HMT / HMRC model Measuring customer satisfaction Seeking feedback from staff Where benefits and costs arise

12. Tell Us Once – because your time matters Pathfinder went live in October 2008 and will expand further in November Results will feed into a Full Business Case which will involve a new burdens assessment for local government Change of address will start to be scoped and piloted A go / no go decision in 2009 Next steps