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1051439

registered interest
date	30/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what targets have been put in place for universal credit helpline call handlers to promote the use of the digital channel to claimants.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	214654
answer	answer is ministerial correction date of answer 04/02/2019 answer text <p>The Department has not set any targets for Universal Credit helpline call handlers to promote the use of the digital channel to claimants. I refer the hon. Member to my answers to Questions <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-25/212666/" target="_blank">212666</a> and <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-25/212668/" target="_blank">212668</a> on 30 January 2019.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 04/02/2019 17:18:22 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1048065

registered interest
date	25/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether her Department has issued guidance to universal credit helpline call handlers on promoting the use of the digital channel to claimants.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	212665
answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>I refer the hon. Member to my answer to Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-08/206444/" target="_blank">206444</a> answered on 11 January 2019 and Question <a href="https://www.parliament.uk/business/publications/written-questions-answers-statements/written-question/Commons/2019-01-10/207307/" target="_blank">207307</a> answered on 15 January 2019.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 30/01/2019 13:41:49 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1048066

registered interest
date	25/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether her Department has set a target for the reduction in the number of calls made to the universal credit helpline.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	212666
answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 212668 question first answered 30/01/2019 16:58:34 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1048071

registered interest
date	25/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what procedures she has put in place to incentivise call handlers at universal credit call centres to encourage claimants to use online accounts, and whether those procedures include targets.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	212668
answer	answer is ministerial correction date of answer 30/01/2019 answer text <p>The Department has not set any targets for the reduction in the number of calls made to the Universal Credit helpline. We have no procedures or targets to incentivise call handlers to encourage claimants to use online accounts.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 212666 question first answered 30/01/2019 16:58:34 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1039058

registered interest
date	10/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101 on Universal Credit: Telephone Services, if she will publish the (a) supportive lines and (b) agent led processes used by universal credit call centre staff, in addition to the Digital Channel Product.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	207307
answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>Universal Credit is tailored to the individual needs of the claimant and the Department has chosen not to develop scripts or supportive lines for call handlers over and above the Digital Channel product.</p><p> </p><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. It is therefore not possible to split them out into individual processes for sharing purposes.</p><p> </p><p>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> answering member constituency Reading West answering member printed Alok Sharma question first answered 15/01/2019 17:19:20 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1039094

registered interest
date	10/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, what training is provides to call-handlers on the universal credit helpline (a) when they start and (b) throughout their working time.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	207317
answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 207318 question first answered 15/01/2019 17:29:14 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1039097

registered interest
date	10/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, if she will place in the Library a copy of the training documents used for training call handlers on the universal credit helpline.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	207318
answer	answer is ministerial correction date of answer 15/01/2019 answer text <p>For new entrants, the learning journey for Universal Credit Helpline call handlers is broadly made up of ‘soft skills’ customer service learning, which covers how to gather information through active listening, equality and diversity training and bespoke IT system-based technical learning, all of which is supported by consolidation activity. Colleagues, alongside experienced case managers receive on-going learning in their roles and have access to Universal Credit guidance which is refreshed at regular intervals. The majority of the low level business processes for learning are embedded into the service and do not stand alone as separate guidance or instructions to staff. However, call handlers have access to comprehensive Universal Credit guidance, which is published in the House of Commons Library and which the Department is committed to refreshing at regular intervals.</p> answering member constituency Reading West answering member printed Alok Sharma grouped question UIN 207317 question first answered 15/01/2019 17:29:14 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

1037789

registered interest
date	08/01/2019
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	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.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	206444
answer	answer is ministerial correction date of answer 11/01/2019 answer text <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> answering member constituency Reading West answering member printed Alok Sharma question first answered 11/01/2019 14:38:08 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

997186

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, whether there are targets for the amount of time call centre staff spend on the phone to universal credit (a) applicants and (b) service users; and if she will make a statement.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185100
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no targets for time spent on the telephone to applicants or service users. Call durations vary dependant on the needs of the caller, and team leaders are encouraged to observe interactions to assure call quality.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:49:46 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley

997192

registered interest
date	29/10/2018
answering body	Department for Work and Pensions
answering dept id	29
answering dept short name	Work and Pensions
answering dept sort name	Work and Pensions
hansard heading	Universal Credit: Telephone Services
house id	1
legislature	25259 pref label House of Commons
question text	To ask the Secretary of State for Work and Pensions, if she will publish the scripts that Universal Credit call centre workers use to answer calls from service users or applicants.
tabling member constituency	Midlothian
tabling member printed	Danielle Rowley
uin	185101
answer	answer is ministerial correction date of answer 01/11/2018 answer text <p>There are no scripts currently in use in Universal Credit for call handlers, the service does however guide colleagues through certain agent led processes to ensure correct steps are taken when appropriate. In addition there are supportive lines available to agents to assist claimants with being able to self-serve where this is appropriate.</p> answering member constituency Reading West answering member printed Alok Sharma question first answered 01/11/2018 16:52:57 answering member 4014 label Biography information for Lord Sharma
tabling member	4628 label Biography information for Danielle Rowley