Recommendation 84

Unlike previous benefit systems Universal Credit is designed to be a digital by default system, meaning that digital mechanisms are the DWP’s primary approach for the application and processing of Universal Credit. This process has reformed benefit administration; online applications and regional Service Centres have replaced in-person 200 Q182 201 Q204 202 Scottish Government, Universal Credit Scotland Bulletin – April 2021, accessed 13 May 2021 203 Q182 204 Q182 205 Q66 206 Q118 207 Q182 208 Q182 209 Q204 Welfare policy in Scotland 35 ‘signing-on’ processes in local job centres. People who want to claim do so by creating an online account (usually from their own devices such as laptops and mobile phones) and from there fill out an online application form and carry out other tasks such as: • keeping a record of the things they’ve done to prepare or look for work • have conversations with their work coach • report a change of circumstances • record childcare costs • provide details about a health condition or disability • see how much their Universal Credit payments are • check what they have agreed to do in their Claimant Commitment210