Promoting the UC Digital Channel to claimants
We must wherever possible take every opportunity to promote the use of the UC
Digital Channel and educate claimants to self serve via their online accounts.
Claimants should be made aware that this is a digital service and, where it is
appropriate to do so, they must update their own online account and self serve for
information about their claim.
It is also useful to explain the benefits of having 24/7 access to view and update their
own information. For example, it is easy for claimants to ensure that their information
is up to date and that they are able to use their account at a time that suits them:
they are not delayed by having to contact us within business hours and generally
incur no costs.
Call received – Good Morning/Afternoon you are through to Universal
Credit…(Agent)…..speaking. How can I help you?
The agent will consider if the claimants enquiry could be dealt with digitally and if so
explain the benefits of doing so (see paragraphs above and below).
HOWEVER a
common sense/sensitive approach must be used if the claimant is
stressed/angry/confused on the call and the query must be dealt with pre digital
discussion
Just to let you know that your query can be dealt with on line through your UC
account on Gov.Uk. I can explain to you how to find this information if you’re able to
get online now so you know for next time. If you can’t get online at this moment,
please get a pen and paper and I will give you the instructions to help you access
our services online in the future. I will continue with the call today and try to resolve
your query
If you require additional digital support we can help you. You can access your
account on a tablet or smartphone in your Job centre and we have a number of
computers available to access your account in your local Jobcentre. I can talk you
through the screen if required on todays call as well.
ENDING THE CALL
Always end your call (where appropriate) advising the claimant of the advantages of
using their online account for next time:
Save time: Your online account is accessible 24 hours a day 7 days a week so
rather than waiting to speak to someone on the telephone you can log in straight
away to update your details or find out information about your claim.
You can use your online account to see your statement; when your next payment
will be; report a change in circumstances; add a note to your journal; see your to-
do list or your Claimant Commitment.
**Please comment in Claimant History notes when you have not promoted the
use of the claimants online account giving the reasons it was inappropriate**