Source · Select Committees · Scottish Affairs Committee
Recommendation 92
92
We heard in evidence from the DWP of their pilot of using video calls as...
Conclusion
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.
Government Response
Not Addressed
HM Government
Not Addressed
The Department considers the existing resource to be sufficient. There is already assistance available to help claimants to make and maintain their Universal Credit claim using the Freephone Universal Credit helpline. Throughout the pandemic, Jobcentres have remained open for anyone who needed face- to-face support and could not be helped in any other way. Jobcentres in Scotland resumed full face to face services, returning to normal opening hours from 9am to 5pm, on 26 April 2021. All Jobcentre Plus offices have Wi-Fi and computers available for claimants to access the internet. Work Coaches will continue to support those who need it to maintain their Universal Credit claim. To support DWP’s ongoing commitment in helping claimants, it has recruited an additional 1,152 Work Coaches in its Jobcentres in Scotland. DWP agreed to fund Citizens Advice Scotland to deliver Help to Claim for another year (up to 31 March 2022) to provide support to people to make a new claim to Universal Credit. If Citizens Advice Scotland Advisers identify that a Help to Claim client cannot make their Universal Credit claim on-line, then they will support the claimant to make a claim by phone. Through Help to Claim, DWP has also funded Citizens Advice Scotland to provide Public Access Terminals to enable people who don’t have access to a device to go on-line to claim Universal Credit.