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<p>The National Audit Office (NAO) report recognised that the Department’s agile approach
allows it to adjust its plans based on what it learns and that some elements are working
well. The report also recognised that payment timeliness has improved. We have already
implemented policy changes to address many of the concerns raised in the report.</p><p>
</p><p>(1) The DWP Claimant Survey (which the NAO Report quoted) says that nearly
seven out of ten claimants said they were confident managing their payments. We are
investing up to £200 million into budgeting and digital support, to help claimants
with the transition to Universal Credit and work coaches work closely with claimants,
ensuring they can identify any vulnerabilities or specific needs, such as financial
difficulties, at an early stage. We have listened to concerns and invested £1.5 billion
in a package of measures to support claimants financially in the first assessment
period, and recently announced we would be introducing further protection for people
who receive the Severe Disability Premium.</p><p> </p><p>(2) The Claimant Survey research
also states that 98 per cent of claims are made online, and that nearly half of claimants
had help from others or from their jobcentre adviser to do so. This shows that people
get the support they need to make their claim. We knew that people would require digital
support with the transition to Universal Credit, that is why, as above, we are investing
up to £200 million. All jobcentres across the country have free Wi-Fi, and there are
more than 8,000 computers available to support customers who need help with making
their claim digitally and applying for jobs online. Work coaches will also assist
anyone who needs assistance. If people cannot get online we have also a freephone
helpline available.</p><p> </p><p>(3) Around 80 per cent of new claims are paid in
full and on time. In many cases, where full payment is not made on time by the end
of the first assessment period, this is as a result of unresolved issues: some claimants
have not signed their Claimant Commitment or passed identity checks, others have outstanding
verification issues, such as for housing and self-employed earnings. Whilst their
verification is on-going, many of these claimants receive a part payment. We know
that, within five weeks of the payment due date, 95% of the claims are paid in full.
As the NAO report acknowledges, we have taken steps to improve the verification processes
(Paragraph 2.18). For example we have listened to feedback and built processes into
the system to make it easier and quicker for people to verify their housing costs.</p><p>
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