Universal Credit: Telephone Services

Department for Work and Pensions written question – answered on 11th January 2019.

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Photo of Danielle Rowley Danielle Rowley Labour, Midlothian

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101, if she will publish the agent led processes and supportive lines available to universal credit helpline staff to assist claimants.

Photo of Alok Sharma Alok Sharma The Minister of State, Department for Work and Pensions

Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff.

The “Digital Channel Product” is a guide which has been developed for Service Centre staff to use during telephone calls, to encourage claimants to check and use their online account as an alternative method of contacting the Department. The product gives staff some suggested ways to introduce a discussion regarding the online digital service with claimants.

In addition to this product, call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.

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