Universal Credit Full Service Transformation Universal Credit Full

Universal Credit Full Service Transformation.

Universal Credit Full Service It’s a whole service – work and benefit in one integrated proposition It’s built from user needs (claimants or agents) It’s empowering to users, putting their data and the responsibility for it in their hands It’s built by a multi disciplined team all focused on the outcomes and purpose of UC It’s delivery is reprioritised all the time based on evidence of efficiency and effectiveness

Universal Credit Full Service – The Story So Far 27 April 16 19 th Aug 15 CANTERBURY FULL SERVICE CENTRE THORNTON HEATH PURLEY GT YARMOUTH 10 June 15 LONDON BRIDGE SE 1 5 CROYDON CR 0 4 26 Nov 14 SUTTON SM 5 2 Nov 14 18 March 15 4 TH Nov 15 10 June 15 4 th Nov 15 27 March 16 MUSSELBURGH 27 Jan 16 May 16 SUTTON EXPANSION SM 6 7 SM 6 8 SUTTON EXPANSION SM 6 9 CROYDON EXPANSION CR 0 2 HOUNSLOW 5 JOBCENTRE AREAS PER MONTH May 15 June 15 Nov 15 Jan - April 16 May 16 onwards Test the service Improve Efficiency Make Scalable Transition

ELIGIBLE CLAIMANT TYPES Housing Benefit Child Tax Credits Working Tax Credits Income based ESA Income based JSA Income Support

CHANGES IN CIRCUMSTANCE THAT WOULD TRIGGER A CLAIM TO UNIVERSAL CREDIT Change in employment status Change in family circumstances Other Move from out of work to in work over x hours (JSA or IS → WTC) Household becomes responsible for a child for the first time. (New claim to CTC) New/underlying entitlement to legacy benefit (Could potentially trigger a new claim to all benefits) Move from working more than 16 hours to working less than 16 hours (WTC → JSA or IS) Change of address in the relevant postcode area that requires a new claim to HB (New claim to HB) Out of work Lone Parent becomes couple parent (IS → JSA) Out of work couple parent with child under 5 becomes lone parent (JSA → IS) Partner leaving/joining household (Could potentially trigger a new claim to all benefits) Claimant is within 11 weeks of birth of child (JSA or ESA → maternity pay) – DN: maternity leave still counts as remunerative work Out of work Lone Parent’s child reaches the age of 5 (IS → JSA) Take on full time caring responsibilities (new claim to IS) Claimant is no longer a full time carer ( IS → JSA) Attending court/jury service (JSA → IS) Move from out of work to sick (JSA or IS → ESA) Move from sick to out of work (ESA → JSA or IS) Move from sick to working more than 16 hours (ESA → WTC) Move from in work to reduces number of hours to sick (WTC → ESA) Move from permitted work to permanent work or increase hours to above 16 (ESA → WTC) Ceased full time education (IS → JSA) Remanded in custody (JSA → IS) Income and/or capital goes over threshold (the threshold differs for each benefit)

Universal Credit Full Service – Where Next. Timing From 2016 Rollout of the Full Service across nation and regions will be a phased delivery approach with around 5 jobcentre areas going live each month initially. From 2017 We will accelerate delivery to around 50 jobcentre areas per month going live with the digital service. From 2018 Testing Migration of the legacy system will begin in 2017 with the start of national migration in 2018 From 2020 through to 2021 5 Our future plans. The intention is that all cases are migrated, and a full service is available nationally, by 2020/2021

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Universal Credit Digital Service Creating a digital UC account.

11: 15 AM 100% Messages My Phone Edit Call Face. Time Add contact Text Message July 28, 11: 15 AM I can register securely Data is secure – We know who they are It’s easy I know what happens next I have quick and easy access 24 hours a day through mobile, tablet or pc I can find out what I need I know what I need to do I can contact the claimant wherever they are I don’t need to tell them