The Benefits Adviser Self Service Project

1. The Benefits Adviser Self Service Project

2. Introduction • This presentation is to provide you with information about The Benefits Adviser. • The Benefits Adviser is one of a number of online services being developed by the Self Service Project. • Self Service is part of the DWP Change Programme.

3. Why Self Service? Why Self Service? • The overall objectives of the Self Service Project are to:- • Reduce avoidable contacts. • Reduce the number of occasions customers have to provide information. • Give customers greater access to their information already held. • Give the customer a greater choice of options when contacting the Department.

4. Self Service project releases • All Self Services will be available via the Directgov website • The Benefits Adviser • The Benefits Adviser is an ‘entitlement’ signposting service that was launched in April 2008. • In September 2009 we will launch an enhancement to this service which will provide the opportunity for customers to obtain an estimate of the amount of benefit they may be awarded. • In addition to this there will be a ‘what if’ facility for customers to input potential changes in their circumstances to see how this affects their benefits. • Jobseeker’s Allowance Online • Customers claiming contribution based Jobseeker’s Allowance will be able to do so online from 11th August 2009.

5. Self Service project releases • State Pension On Line • UK citizens approaching pension age who are entitled to a UK pension will, from late 2009, be able to claim on-line. • Benefits Enquiry Service • This will allow customers to find answers to common questions about some working age benefits and track claims and payments on-line. This will be available in 2010. • Identity and Verification (IDV) • This will enable an individual to establish, assert, and protect their identity during their interaction with the Department through the e-channel or the telephony channel.This will be phased in from Autumn 2009. • Benefit Update Service • During 2011 the Benefit Enquiry Service will be enhanced to enable customers to report certain changes to their circumstances online. This will be known as the Benefit Update Service

6. Why Self Service – how will we deliver what customers want? • We will do this by: • providing better signposting – customers tell us this is one of the most important improvements they want to see • providing enquiry services that will answer many of the Top 10 questions asked by customers • providing an efficient Self Service capability that is attractive, easy to use and meets customers’ needs • Designing for effective Self Service – not just replicating current service; and • testing our services with the right customer groups to ensure we are providing them with what they need.

7. The current Benefits Adviser • The Benefits Adviser provides eligibility advice and accurate signposting for the following benefits, pensions and credits that customers may be entitled to. • Maternity Allowance • Pension Credit • Constant Attendance Allowance • Second Adult Rebate • Council Tax benefit • State Pension • Statutory Sick Pay • Statutory Adoption Pay • Statutory Maternity Pay • Statutory Paternity Pay • War Widow’s/Widower’s Allowance • Widowed Parents Allowance • Working Tax Credit • Attendance Allowance • Industrial Injuries Disablement Benefit • Bereavement Allowance • Bereavement Payment • Jobseeker’s Allowance • Carer’s Allowance • Child Benefit • Child Tax Credit • Disability Living Allowance • Employment and Support Allowance • Guardians Allowance • Housing Benefit • Incapacity Benefit • Income Support

8. The Benefits Adviser - Calculation and Comparison • Will provide customers with a service that will: • Estimatetheir potential entitlement to 11 state benefits, pensions and credits which are: • Income Support • Jobseeker’s Allowance • Pension Credit • Second Adult Rebate • Working Tax Credit • Child Tax Credit • Carers Allowance • Council Tax Benefit • Employment and Support Allowance • Child Benefit • Housing Benefit • Provide the facility for customers to compare changes in their circumstances to see if they would be better off in certain scenarios.

9. The Benefits Adviser - Calculation and Comparison • The Benefits Adviser can be accessed from the Directgov Homepage under Money, tax and benefits. • The following screens are an example of how the Benefits Adviser works.