Work Coaches assess claimants’ digital capability at their initial work search interview and, where help is needed, they can refer claimants for Assisted Digital and Digital Inclusion Support. These services are offered as part of the Universal Support package which provides additional assistance to build claimants’ confidence and competence with IT, enabling them to manage their Universal Credit account online, as well as accessing on-line job search facilities and training to comply with their Claimant Commitment.
Our research shows that, in June 2016, 99.7 per cent of submissions of information to support claims and 90.0 per cent of reported changes of circumstances were completed by claimants using the UC full service online system.
All jobcentres across the country have Wi-Fi and computers available for claimants to access the internet. Claimants who are unable to manage their claim online can receive telephone and face to face support.