TY - GEN

T1 - Confused about Universal Credit?

T2 - A case for greater onboarding support for new claimants.

AU - Currie, Morgan

AU - Podoletz, Lena

PY - 2023/2/28

Y1 - 2023/2/28

N2 - This report focuses on issues of confusion or lack of knowledge that claimantshave expressed about fundamental features of the Universal Credit (UC) system.As UC is a ‘digital by default’ system, most claimants apply and manage theiraccounts online. Moreover, face-to-face meetings are only required of claimantswho are looking for work and are assigned a work coach, whose primary task isto assist with work search-related matters. All claimants can send queries throughtheir online account to UC case managers, whom they do not meet with in person.

AB - This report focuses on issues of confusion or lack of knowledge that claimantshave expressed about fundamental features of the Universal Credit (UC) system.As UC is a ‘digital by default’ system, most claimants apply and manage theiraccounts online. Moreover, face-to-face meetings are only required of claimantswho are looking for work and are assigned a work coach, whose primary task isto assist with work search-related matters. All claimants can send queries throughtheir online account to UC case managers, whom they do not meet with in person.

M3 - Other contribution

ER -