1. The Benefits Adviser Self Service Project

2. 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.

3. 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.

4. 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.

5. 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

6. 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.

7. 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

8. 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.

9. 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.

10. 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

11. 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

12. 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

13. 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.

14. 1, Takes the user to the previous page
2, Takes the user to the Summary page

15. 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.

16. 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

17. 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

18. 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