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<p>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.</p><p> </p><p>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.</p><p> </p><p>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.</p>
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