u c 31 may 2012 universal credit online ni universal credit revised go live – april 2014

UC

31 May 2012

Universal Credit Online

NI Universal Credit revised go live – April 2014

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Content

Introduction

What is Universal Credit and update on progress since

March

The Online Application

Q & A

Do It Yourself


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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


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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Tapering of the allowances as earnings rise – Universal Credit withdrawn at a constant rate of 65p in the pound of net earnings


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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


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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


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Universal Credit - Overview

Universal Credit

JSA ESA IS HB TCs

Customer

Programme

Self serves onlineOperation of the taper

Finds work

BenefitsIncreased income

Employment

Poverty

Worklessness over generations

Replacement of welfare benefits

Legislation

Automation

Advice and assistance


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Nov 13Apr 13 Oct 14 Oct 15 Oct 16 Oct 17

DWP Pilot

New claims to JSA phased out from Oct 13, New claims to ESA, IS, and HB cease April 2014Management 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


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Welfare Reform Bill Progress

• Introduced House of Commons:

16th Feb 2011

• Introduced House of Lords:16th June 2011

• Royal Assent Great Britain Bill – 8 March 2012

• Northern Ireland Bill to be introduced to Assembly shortly


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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.


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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.


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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


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Customer and Service Design


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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.


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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


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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


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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.


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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


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Current Internet UsageResearch 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)


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Online behaviour

52% 48%55%

45%

0%

10%

20%

30%

40%

50%

60%

Willingness toapply online

Require support

Yes

No

(Ipsos MORI survey for DSD)


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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.


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Universal Credit Online claim process

Marlow Carter


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Summary

Good progress being made to deliver Universal Credit

Building a 21st 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


UCNI Universal Credit revised go live – April 2014

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Contact us

[email protected]


u c 31 may 2012 universal credit online ni universal credit revised go live – april 2014

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