Recommendation 92

We heard in evidence from the DWP of their pilot of using video calls as a way of supporting people with their Universal Credit claim especially during the pandemic when people have not been able to travel. They stated this would also continue in ordinary times for individuals who would find it difficult to travel in rural areas. A pilot trial in Inverness, Dingwall and Invergordon was taking place during our inquiry and we were told by the Minister for Welfare Delivery that this has been so successful that he believes this innovation ‘has potential to be rolled out across the United Kingdom.’230 Officials from the DWP explained that they knew there ‘will always be customers that will need to come in and see us’231 but this video call service allows those with the right skills and who know what they ‘wanted to do and, therefore, were able to do that over video.’232 As we understand it this pilot does not accommodate for Universal Credit claims to be made via this service but instead allows for claimants to meet with their work coach and discuss their situation whilst they are claiming Universal Credit.