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<p>All Department for Work and Pensions’ digital services are designed and built in
line with Government Digital Service guidelines, and international standards for IT
accessibility (Web Content Accessibility Guidelines (WCAG) version 2.1). The intention
is to make the services usable by as many people as possible without the use of assistive
technology, and to be compatible with screen reading and magnifying tools for those
people requiring them.</p><p> </p><p>To ensure that they meet these standards, the
services are tested during the development process and prior to implementation. This
includes both a range of technical tests and assessment of their usability by intended
end users.</p><p> </p><p>Feedback from users of the services is encouraged and acted
upon.</p><p> </p><p>Specifically, for Universal Credit Full Service (UCFS), we continue
to work closely with service users and their representatives and have recently completed
our second external Audit that provided WCAG AA accreditation. The Department has
a dedicated team ensuring that user experience (and accessibility is key to this)
is at the heart of the way we develop the service.</p><p> </p><p>For people unable
to access or use digital services, assistance to make and maintain their claim is
available via the Freephone Universal Credit helpline. Face-to-face support is also
available in Jobcentres. In exceptional circumstances, a home visit can be arranged
to support a claimant in making and maintaining their claim.</p><p> </p><p>From 1
April 2019 Citizens Advice (England and Wales) and Citizens Advice Scotland are delivering
the new ‘Help to Claim’ support to claimants making a new Universal Credit (UC) claim
or moving from a legacy benefit to UC because of a change of circumstances. The Citizens
Advice Help to Claim offers tailored, practical support to help people make a UC claim
up to receiving their first full correct payment on time. It is available online,
through web-chat, through a Freephone number and face to face through local Citizens
Advice services.</p>
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