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<p>The Department and its Ministers work in partnership with a variety of stakeholders,
including local authorities, charities and employer groups, and listens directly to
their feedback about Universal Credit. At its core, Universal Credit is about ensuring
we deliver a service which is tailored to individual claimant circumstances and abilities.
Following the outbreak of COVID-19, we adapted many of our services to be delivered
remotely, and we will consider if changes can be retained longer term. But, many claimants
benefit from having face to face contact with Work Coaches to overcome barriers and
we will ensure this method of contact continues to be used where appropriate.</p><p>
</p><p>Measures, such as identity verification, are key components of the Universal
Credit claim process to confirm the accuracy of information supplied, allowing us
to make timely and accurate decisions. In addition to our usual online verification,
since early June we have been trialling the online identity service, Confirm Your
Identity. This has enabled a higher number of claimants to verify their identity online,
and we are continually monitoring and testing the impact this has on a claimant’s
ability to verify remotely.</p><p><strong> </strong></p>
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