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MELTON UNIVERSAL CREDIT PILOT

MELTON UNIVERSAL CREDIT PILOT . East Midlands Councils – Strategic Housing Group 12 th June 2013 KEITH AUBREY STRATEGIC DIRECTOR MELTON BOROUGH COUNCIL. Key Aims of Pilot. 1. DIGITAL INDEPENDENCE – GET 50% 0F OUR WORKING AGE CLAIMANTS USING DIGITAL SERVICES .

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MELTON UNIVERSAL CREDIT PILOT

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  1. MELTON UNIVERSAL CREDIT PILOT East Midlands Councils – Strategic Housing Group 12th June 2013 KEITH AUBREY STRATEGIC DIRECTOR MELTON BOROUGH COUNCIL

  2. Key Aims of Pilot

  3. 1. DIGITAL INDEPENDENCE – GET 50% 0F OUR WORKING AGE CLAIMANTS USING DIGITAL SERVICES • 1800 working age benefit claimants, therefore circa 900 • Understand the barriers faced by this cohort of people • Explore ways of overcoming these barriers

  4. 2. FINANCIAL INDEPENDENCE – WORK WITH 60 COMPLEX CASES – GET 20 INTO WORK • Dedicated MBC Employability and Skills Project Worker • Works Alongside SLF workers (Troubled Families). • Referrals from across partners – most complex cases. • Complex issues such as mental health, substance misuse, homelessness, learning difficulties, debt • Single assessment of needs, single point of contact • MBC People Team - Team around the family approach.

  5. 3. INTEGRATE SERVICES TO IMPROVE FACE TO FACE ACCESS FOR THE MOST VULNERABLE PEOPLE • Ultimately in Parkside – but CC’s for the pilot • Test different ways of dealing face to face lone parent new joiners interviews and lone parent JSA interviews • Children’s Centre – Delivery by JCP • Different Children’s Centre – Delivery jointly by MBC and JCP • Delivery by JCP in their existing location • Beyond Pilot – Multi-agency triage process is the ambition

  6. Activities and Learning

  7. ACTIVITY TO DATE – DIGITAL INCLUSION • Customer Insight – Deep understanding of cohort • Mosaic Data with Our Working Age Benefit Data • Joint Survey with JCP of JSA Claimants • New Council Tax Support Scheme – On Line Review • Council Tax Support - digital by default service • Developed a Campaign to target Cohort • Website Improvements – Monitoring Usage

  8. ABOUT MOSAIC • Mosaic Public Sector is a citizen classification designed specifically for use by the public sector and focuses on the needs of citizens. • It provides a detailed and accurate understanding of each citizen's location, their demographics, lifestyles and behaviours. • Melton’s Mosaic Public Sector profile can be used as a soft intelligence, evidence based framework to support in the development of targeted strategies.

  9. MOSAIC PUBLIC SECTOR CLASSIFICATION FOR MELTON BOROUGH Mosaic Public Sector classifies citizens into one of 7 Supergroups, 15 Subgroups and 69 Types. These paint a rich picture of our customers in terms of their socio-economic and socio-cultural behaviours.

  10. Findings: Demographic profile and self service • 26% of claimants are likely to self serve • 36% of claimants are neither likely nor unlikely to self serve • 36% of claimants are unlikely to self serve

  11. The face of the CTS process

  12. So far... Cohort 2 Letters sent: 526 (07/06/2013) CTS review completions : 24 Completion via internet: 22 Completed with assistance : 2 Cohort 1 Letters sent: 334 (03/05/2013) Reminder Letters: 225 (30/05/2013) CTS review completions : 137 Completion via internet: 124 Completed with assistance : 13 Cohort 1&2 Total number of registration attempts: 278 Total number of Self Service Account Creations: 252

  13. Page: www.melton.gov.uk/ctsreview Page views: 712 Unique Page views: 381 288 followed the CTS instructions and went straight through to the URL (this page). 93 entered the process via the homepage. Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 CTS registration Page Figures

  14. 342 unique page views on the login page 252 Self service account creations over all Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 Self Serve Account Figures

  15. Average Visit Duration: 00:06:40 Largest Dropout: Filling in personal details 526 letters distributed to 2nd cohort 225 reminder letters distributed to 1st cohort 334 letters distributed to 1st cohort Cohort 1 & 2: Stats: 03/05/13 - 12/06/13 Overall CTS Process

  16. Mobile Devices 30% of customers attempted the review process through a mobile device Top 3 Devices Apple iPad Apple iPhone Samsung GT

  17. Barriers so far... “Does not want to complete the review as she does not know how to even turn a computer on let alone get an email address and register online. Does not think it is fair that people who are not computer literate should be made to use online services when they do not feel comfortable doing this. Also is disabled and, therefore, would struggle to sit at a computer and operate it properly.” “Does not think that MBC / Gov should be forcing people to use computers, not everyone has one or is computer literate. Regardless of the amount of help given, it is losing the personal touch.” “Only receives a small amount of benefit and has had to supply so much information in the past already.” “Full time carer for 8 year old son with medical condition along with two other young children, wife works to help support the family. He and his wife do not have the time or the energy to deal with anything else as their situation is never likely to change (he will never be going back to work) as his son is unlikely to get any better. He prefers to speak to a human being who can understand his situation and answer questions that may arise as he goes along. He says if this becomes fully mandatory then he will ignore all letters and let us chase him as he hasn’t physically got the time to leave his son to spend the time contacting us.” “Never used a computer and don't intend to start.” “Has medical condition so unable to use a computer as makes them feel ill.”

  18. ACTIVITY TO DATE – FINANCIAL INCLUSION • Employment and Skills Worker - MBC • Individually tailored support and mentoring service • Strengthened working relationship with JCP • 12 so far into work – Case Study

  19. CASE STUDY – FEATURED ON SUNDAY POLITICS SHOW • Divorced mother of 3 children – Engaged Oct 2012 • Drug/Alcohol addiction, massive debts, homelessness. • Received help and support to navigate what can seem a daunting and complex system • support from CAB to manage debt • professional help for drug addiction • Access to training to get essential basic work skills • Sorting out housing issues • Now working as a part time carer and training to be a junior youth worker She says “the change has been massive and the support I have had has been amazing”

  20. Other Insight Findings: Matrix

  21. ACTIVITY TO DATE – INTEGRATED SERVICES • Worked with JCP (Seconded member of staff) • Lone parent new joiners – different locations and approaches • High failure to attend (16%) and re-booked (29%) • New arrangements went live 8th April • Early results – No improvement on FTA rates • Quality of interviews appears to be better

  22. Engagement Plan

  23. ENGAGEMENT PLAN • Separate plan for each Mosaic Group – Part of Campaign • Take account of different preferences and tailor appropriately • Pro-active contact by front line staff – 540 of most deprived • Focus groups established to obtain deeper insight • Ability to self serve • Financial independence and work readiness

  24. Digital Inclusion

  25. Digital Inclusion • What makes something “cool” for them • Quality of the service – including their accessibility and modern • What they do – is it “relevant to my life” • The underlying values of the organisation

  26. Digital Inclusion • What do they access (middle third) • 3 of 5 bank on-line • All but one do some shopping • All but one do some social networking • Barriers • End to end process not right • Nervous that might get it wrong • Security – don’t trust the sector with technology • Preference (literacy or computer literacy) • Cant ask for help when online • No access (either cost or location)

  27. Local Support Services Framework – February 2013

  28. LSSF – KEY MESSAGES • Targets People who need Extra Support (F2F) • Heavy Emphasis on Partnership Working • Better Support Than Ever Before • Holistic and Integrated Claimant Support • Funding to come down to partnership delivery groups • Funding to be linked to Outcomes • Digital, Financial and Social Independence

  29. LSSF – Melton Partnership Delivery Group • 6 Key Work Areas (Beyond the Pilot) • Parkside Ground Floor/Triage/Consent • (Virtual) Work Club Development • Me and My Learning Skills Centre • Local Area Co-ordination • Communication and Engagement • Service Mapping – Universal/Targetted

  30. The Whole Picture How to measure success? Partnerships Projects / Initiatives Defined Cohort Services Partners Which partners lead what services, projects and partnerships? What partnerships are working in this space? Focused on digital, financial or social independence? Universal OR Targeted? Digital independence Financial independence What are the objectives / targets for these partnerships? What are the core objectives for these partners? Social independence

  31. KEY CONTACT DETAILS: kaubrey@melton.gov.uk Follow me on Twitter - @KeithAubrey https://twitter.com/#!/KeithAubrey

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