Digital By Default Abandoned In Universal Credit Pathfinder Fiasco

the void

UC-phonelineFar from being ‘digital by default’ the latest information on the new Universal Credit benefit system suggests that “most interactions will be face to face, by telephone or by post.”

The DWP have released a new document outlining the Claimant Journey (PDF) for those claiming Universal Credit in the pathfinder areas – the handful of Jobcentres scheduled to trial the new benefit.  The Claimant Journey suggests that except for the initial application form, which will be filled in online, Universal Credit will be a telephone based benefit.

After filling in the online form, which will have to be done in one session and won’t work with certain browsers, claimants will then be required to wait for a phone call and a text from the DWP.  It doesn’t seem to have even occurred to Iain Duncan Smith that many claimants don’t have mobile phones.

Those who the DWP manages to make…

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One thought on “Digital By Default Abandoned In Universal Credit Pathfinder Fiasco

  1. Pingback: Universal Credit: the agony continues | cartesian product

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