1. MELTON UNIVERSAL CREDIT PILOT East Midlands Councils – Strategic Housing Group 12 th June 2013 KEITH AUBREY STRATEGIC DIRECTOR MELTON BOROUGH COUNCIL

2. Key Aims of Pilot

3. 1800 working age benefit claimants, therefore circa 900 Understand the barriers faced by this cohort of people Explore ways of overcoming these barriers 1. DIGITAL INDEPENDENCE – GET 50% 0F OUR WORKING AGE CLAIMANTS USING DIGITAL SERVICES

4. 2. FINANCIAL INDEPENDENCE – WORK WITH 60 COMPLEX CASES – GET 20 INTO WORK Dedicated MBC Employability and Skills Project Worker Works Alongside SLF workers (Troubled Families). Referrals from across partners – most complex cases. Complex issues such as mental health, substance misuse, homelessness, learning difficulties, debt Single assessment of needs, single point of contact MBC People Team - Team around the family approach.

5. 3. INTEGRATE SERVICES TO IMPROVE FACE TO FACE ACCESS FOR THE MOST VULNERABLE PEOPLE Ultimately in Parkside – but CC’s for the pilot Test different ways of dealing face to face lone parent new joiners interviews and lone parent JSA interviews  Children’s Centre – Delivery by JCP  Different Children’s Centre – Delivery jointly by MBC and JCP  Delivery by JCP in their existing location Beyond Pilot – Multi-agency triage process is the ambition

6. Activities and Learning

7. ACTIVITY TO DATE – DIGITAL INCLUSION  Customer Insight – Deep understanding of cohort  Mosaic Data with Our Working Age Benefit Data  Joint Survey with JCP of JSA Claimants  New Council Tax Support Scheme – On Line Review  Council Tax Support - digital by default service  Developed a Campaign to target Cohort  Website Improvements – Monitoring Usage

8. Mosaic Public Sector is a citizen classification designed specifically for use by the public sector and focuses on the needs of citizens. It provides a detailed and accurate understanding of each citizen's location, their demographics, lifestyles and behaviours. Melton’s Mosaic Public Sector profile can be used as a soft intelligence, evidence based framework to support in the development of targeted strategies. ABOUT MOSAIC

9. MOSAIC PUBLIC SECTOR CLASSIFICATION FOR MELTON BOROUGH Mosaic Public Sector classifies citizens into one of 7 Supergroups, 15 Subgroups and 69 Types. These paint a rich picture of our customers in terms of their socio-economic and socio-cultural behaviours. RankMosaic Public Sector GroupsYour area/file%Comp.%Pen. % Index 1DSuccessful professionals living in suburban or semi-rural homes4,77822.1811,44023.1741.7796 2BResidents of small and mid-sized towns with strong local roots3,35615.587,61515.4244.07101 3AResidents of isolated rural communities2,36410.985,41410.9743.66100 4EMiddle income families living in moderate suburban semis2,34210.875,95312.0639.3490 5JOwner occupiers in older-style housing in ex-industrial areas2,1519.994,9039.9343.87101 6FCouples with young children in comfortable modern housing1,3306.183,2466.5740.9794 7KResidents with sufficient incomes in right-to-buy social housing1,2635.863,2096.5039.3690 8MElderly people reliant on state support1,0414.831,7203.4860.52139 9HCouples and young singles in small modern starter homes7843.641,3792.7956.85130 10ILower income workers in urban terraces in often diverse areas7583.521,4732.9851.46118 11LActive elderly people living in pleasant retirement locations5372.499611.9555.88128 12OFamilies in low-rise social housing with high levels of benefit need3621.688951.8140.4593 13CWealthy people living in the most sought after neighbourhoods3611.689942.0136.3283 14GYoung, well-educated city dwellers1110.521720.3564.53148 15NYoung people renting flats in high density social housing00.000 #DIV/0!#####

10. Findings: Demographic profile and self service 26% of claimants are likely to self serve 36% of claimants are neither likely nor unlikely to self serve 36% of claimants are unlikely to self serve

11. The face of the CTS process

12. So far... Cohort 1 Letters sent: 334 (03/05/2013) Reminder Letters: 225 (30/05/2013) CTS review completions : 137 Completion via internet: 124 Completed with assistance : 13 Cohort 2 Letters sent: 526 (07/06/2013) CTS review completions : 24 Completion via internet: 22 Completed with assistance : 2 Cohort 1&2 Total number of registration attempts: 278 Total number of Self Service Account Creations: 252

13. Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 CTS registration Page Figures Page: www.melton.gov.uk/ctsreview www.melton.gov.uk/ctsreview Page views: 712 Unique Page views: 381 288 followed the CTS instructions and went straight through to the URL (this page). 93 entered the process via the homepage.

14. Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 Self Serve Account Figures 342 unique page views on the login page 252 Self service account creations over all

15. Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 Overall CTS Process Average Visit Duration: 00:06:40 Largest Dropout: Filling in personal details 334 letters distributed to 1 st cohort 225 reminder letters distributed to 1 st cohort 526 letters distributed to 2 nd cohort

16. Mobile Devices 30% of customers attempted the review process through a mobile device Top 3 Devices Apple iPad Apple iPhone Samsung GT

17. Barriers so far... “Does not think that MBC / Gov should be forcing people to use computers, not everyone has one or is computer literate. Regardless of the amount of help given, it is losing the personal touch.” “Does not want to complete the review as she does not know how to even turn a computer on let alone get an email address and register online. Does not think it is fair that people who are not computer literate should be made to use online services when they do not feel comfortable doing this. Also is disabled and, therefore, would struggle to sit at a computer and operate it properly.” “Only receives a small amount of benefit and has had to supply so much information in the past already.” “Never used a computer and don't intend to start.” “Has medical condition so unable to use a computer as makes them feel ill.” “Full time carer for 8 year old son with medical condition along with two other young children, wife works to help support the family. He and his wife do not have the time or the energy to deal with anything else as their situation is never likely to change (he will never be going back to work) as his son is unlikely to get any better. He prefers to speak to a human being who can understand his situation and answer questions that may arise as he goes along. He says if this becomes fully mandatory then he will ignore all letters and let us chase him as he hasn’t physically got the time to leave his son to spend the time contacting us.”

18. ACTIVITY TO DATE – FINANCIAL INCLUSION  Employment and Skills Worker - MBC  Individually tailored support and mentoring service  Strengthened working relationship with JCP  12 so far into work – Case Study

19. CASE STUDY – FEATURED ON SUNDAY POLITICS SHOW  Divorced mother of 3 children – Engaged Oct 2012  Drug/Alcohol addiction, massive debts, homelessness.  Received help and support to navigate what can seem a daunting and complex system  support from CAB to manage debt  professional help for drug addiction  Access to training to get essential basic work skills  Sorting out housing issues  Now working as a part time carer and training to be a junior youth worker She says “the change has been massive and the support I have had has been amazing”

20. Other Insight Findings: Matrix Mosaic Public Sector 2009 Group Likelihood to claim benefits DWP Survey – Likelihood to be on JSA Likelihood to be a CAB client A Residents of isolated rural communitiesQuite unlikely B Residents of small and mid-sized towns with strong local rootsNeutral C Wealthy people living in the most sought after neighbourhoodsVery unlikely D Successful professionals living in suburban or semi-rural homes Very unlikely E Middle income families living in moderate suburban semis Quite unlikely Neutral Quite unlikely F Couples with young children in comfortable modern housing Quite unlikely G Young, well-educated city dwellersVery likely H Couples and young singles in small modern starter homes Very likelyQuite unlikelyVery likely I Lower income workers in urban terraces in often diverse areas Very likely J Owner occupiers in older-style housing in ex-industrial areasNeutralQuite likely K Residents with sufficient incomes in right-to-buy council houses Very likely L Active elderly people living in pleasant retirement locations Quite unlikely Neutral Quite unlikely M Elderly people reliant on state support Very likely O Families in low-rise council housing with high levels of benefit need Very likely

21. ACTIVITY TO DATE – INTEGRATED SERVICES  Worked with JCP (Seconded member of staff)  Lone parent new joiners – different locations and approaches  High failure to attend (16%) and re-booked (29%)  New arrangements went live 8 th April  Early results – No improvement on FTA rates  Quality of interviews appears to be better

22. Engagement Plan

23. ENGAGEMENT PLAN  Separate plan for each Mosaic Group – Part of Campaign  Take account of different preferences and tailor appropriately  Pro-active contact by front line staff – 540 of most deprived  Focus groups established to obtain deeper insight – Ability to self serve – Financial independence and work readiness

25. Digital Inclusion

26. What makes something “cool” for them Quality of the service – including their accessibility and modern What they do – is it “relevant to my life” The underlying values of the organisation

27. Digital Inclusion What do they access (middle third) 3 of 5 bank on-line All but one do some shopping All but one do some social networking Barriers End to end process not right Nervous that might get it wrong Security – don’t trust the sector with technology Preference (literacy or computer literacy) Cant ask for help when online No access (either cost or location)

30. Local Support Services Framework – February 2013

31. LSSF – KEY MESSAGES  Targets People who need Extra Support (F2F)  Heavy Emphasis on Partnership Working  Better Support Than Ever Before  Holistic and Integrated Claimant Support  Funding to come down to partnership delivery groups  Funding to be linked to Outcomes  Digital, Financial and Social Independence

32. LSSF – Melton Partnership Delivery Group  6 Key Work Areas (Beyond the Pilot)  Parkside Ground Floor/Triage/Consent  (Virtual) Work Club Development  Me and My Learning Skills Centre  Local Area Co-ordination  Communication and Engagement  Service Mapping – Universal/Targetted

33. Defined Cohort Digital independence How to measure success? Financial independence Social independence Partnerships Projects / Initiatives Services Universal OR Targeted? What partnerships are working in this space? What are the objectives / targets for these partnerships? Partners Which partners lead what services, projects and partnerships? What are the core objectives for these partners? The Whole Picture Focused on digital, financial or social independence?

34. KEY CONTACT DETAILS: kaubrey@melton.gov.uk Follow me on Twitter - @KeithAubrey https://twitter.com/#!/KeithAubrey