1. Universal Credit Full Service
Transformation.

2. 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
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3. Universal Credit Full Service – The Story So Far Test the service
19th Aug 15
27 April 16
THORNTON HEATH
PURLEY
GT YARMOUTH
CANTERBURY
FULL SERVICE CENTRE
10 June 15
4TH Nov 15
LONDON BRIDGE
SE1 5
27 March 16
MUSSELBURGH
CROYDON CR0 4
26 Nov 14
SUTTON
SM5 2
18 March 15
SUTTON
EXPANSION
SM6 7 SM6 8
10 June 15
SUTTON EXPANSION
SM6 9
4th Nov 15
27 Jan 16
May 16
5 JOBCENTRE AREAS PER MONTH
CROYDON
EXPANSION
CR0 2
HOUNSLOW
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Nov 14
May 15
June 15
Nov 15
Jan - April 16
May 16 onwards
Test the
service
Improve
Efficiency
Make
Scalable
Transition

4. ELIGIBLE CLAIMANT TYPES
Housing Benefit
Child Tax Credits
Income based JSA
Working Tax Credits
Income Support
Income based ESA
The service will be available for all claimant groups from the start.
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The service will initially be available to claimants making a new claim, or certain changes in circumstances.

5. 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)
Attending court/jury service
(JSA → IS)
Move from out of work to sick
(JSA or IS → ESA)
Out of work Lone Parent becomes couple parent
(IS → JSA)
Ceased full time education
Move from sick to out of work
(ESA → JSA or IS)
Out of work couple parent with child under 5 becomes lone parent
Remanded in custody
Move from sick to working more than 16 hours
(ESA → WTC)
Partner leaving/joining household
Income and/or capital goes over threshold
(the threshold differs for each benefit)
Move from in work to reduces number of hours to sick
(WTC → ESA)
Claimant is within 11 weeks of birth of child
(JSA or ESA → maternity pay) – DN: maternity leave still counts as remunerative work
Move from permitted work to permanent work or increase hours to above 16
Out of work Lone Parent’s child reaches the age of 5
Take on full time caring responsibilities
(new claim to IS)
Claimant is no longer a full time carer
( IS → JSA)
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6. From 2016 From 2017 From 2018 From 2020 through to 2021
Universal Credit Full Service – Where Next.
Timing
Our future plans.
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
The intention is that all cases are migrated, and a full service is available nationally, by 2020/2021

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9. Claimant opens account to claim UC online
Claimant opens account to claim UC online. It’s the claimants account to manage and interact with the DWP.
Support continues digitally until claimant is on a zero payment. However if their situation changes, they can report this online.
Claimant may attend claimant commitment interview dependant on workgroup. Here they will receive tailored support from a work coach.
As the claimant finds work they can report this online and still receive support as their UC entitlement decreases.
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The service adapts to claimants circumstances and the coaching channel shifts with it. The more self sufficient – the more digital the interaction
A relationship is built with a mixture of face to face and digital / remote coaching using To Do’s and Journal entries. Payments are shown too.

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