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The Department is continually working to improve the claimant journey for Universal Credit. The Universal Credit Full Service Claimant Survey found that 98 per cent of claims are made online, and that nearly half of claimants had help from others or from their jobcentre adviser to do so, demonstrating that those who need it are accessing the support available to them.
The survey also found that 31 per cent of claimants said they need more on-going support with using their Universal Credit digital account. To address this, we are investing up to £200 million into budgeting and digital support, to help claimants with the transition to Universal Credit. This is delivered by the Department and through partners such as local authorities and other third party organisations.
All jobcentres across the country have free Wi-Fi, and there are more than 8,000 computers available to support customers who need help with making their claim digitally and applying for jobs online. Work coaches will also assist anyone who needs assistance. If people cannot get online we have also a freephone helpline available.