Universal Credit Roll-out

Allan Gunn

Head of Revenues and Business Support

Contents

• Impact on affected

stakeholders

• Stakeholder preparation

• Support arrangements between

DWP and wider sector

• Key lessons learned

Highland

• Official stats

– 770 claimants completed the

claim process and accepted

their Claimant Commitment

– 630 claimants still claiming

Universal Credit.

– No local data on Housing

costs

• Inverness Jobcentre

• 1 of 6 in Highland

– Single ‘live’ 25th Nov 13

– Couple ‘live’ 30th Jun 14

– Families ‘go-live’ Feb 15

• Claimants must meet

specific qualifying criteria

Support arrangements between

DWP and wider sector

Delivery Partnership Agreement

• Local Authority

– Personal Budgeting

Support

– Digital access

– Housing cost knowledge

– Advice & Support

• DWP

– Funding

– Engagement

– Issue resolution

– Awareness

Universal Services Delivered Locally

• Trialling sites will focus on a range of

support options but with 3 main

elements:

– triage

– digital inclusion

– financial inclusion

• Previously known as Local Support

Services Framework.

• Various trials being undertaken – ‘live’

sites were excluded from participating.

• 12 month period from 1 September 2014

Key lessons learned

Communications

• Stakeholders

• Customers

• Delivery Channels

– Awareness sessions

– Service Centre/Points

– Digital

– Leaflets

• Importance

• Timescales

• Local v National

• Credibility/reputation

Impact on Operations

• UC Service Centre

• Communication

• Housing Benefit

• Processes

• Escalation – Quality of services

– Reputational damage

– Credibility

Landlords

• Arrears

• APA

• APA Escalation Process

• Data sharing

• Smith

• Temporary

Accommodation

Personal Budgeting Support

• New culture for claimants

• Original referral process

did not work

• New process from Nov 14

• Generic service

• Co-location

• Promote service

Impact on affected

Stakeholders

and

Stakeholder preparation

Stakeholders

• Internal

– Members

– Senior Leadership Team

– Finance

– Housing

– Care and Learning (Social Work)

– Employability

– Learning and Development

• External

– Public

– DWP

– IRRV

– Scottish Government

– COSLA

– NHS

– Landlords

– Advice Agencies e.g. CAB

– Third Sector organisations

Engagement & Reporting

• WR multi-agency Delivery

Group

• UC operational Group

• Highland Social Landlord

forum

• Resources Committee

• Member/Officer WR Group

• Officer WR Group

• DWP/LA planning & delivery

forum

• COSLA WR Advisory Group

• DWP UC Communication

Group

Training, Awareness & Resource

• Managing the change

– Cultural

– Knowledge

– Process

– Political

– Welfare Fund

– Digital Access

– Information sources

• Local workshops

– Members

– Frontline staff

• Experience

• Support

PBS & Resource management

• Restructuring

• Reduction in HB caseload

v admin grant reduction

timelines

• Workforce management

• Mapping of staff

• Advice Services

• CAB contract management

PBS & Resource management

• Restructuring

• Reduction in HB caseload

v admin grant reduction

timelines

• Workforce management

• UC significant change –

but others e.g. Smith

• Mapping of staff

• Co-location

• Asset management

• Advice Services

• CAB contract management

Statistics

Description Dec 14 compared to:

Apr 11

Dec 14 compared to:

Nov 13

HB Caseload -6% -1.5%

CTR (/CTB) -7% -3%

Admin Grant -25% -10%

CTR expenditure* -12% -1%

CT base +2.5% +0.6%

*Impact of (examples):

- non-dep deductions – 22.5% increase comparing 14/15 to 12/13 for instance

(10% of caseload has non deps)

- Income (e.g. state pensions) rising more than applicable amounts

Your Delivery Partnership Agreement

• Think about:

– Already delivering & how

– What extra work

– Future delivery

– DPA → USDL

• Know your:

– Volumetric

– Content

– Format

– Services: in-scope / out-

of scope

Negotiate assertively!

Finally……checklist!

• Advice Service delivery

model

• Co-location opportunities

• Digital matters

• DPA negotiations

• Monitor-Analysis-Report

• Resource management

• This impacts on you!

• Identify the Council SPOC

• Identify your stakeholders

• Engage

• Awareness sessions

• Training

• Communication

• Client literature

Any questions?

Thank you.