Quarkside

03/05/2011

Universal Incredibility

Filed under: Local Government,Policy,Technology — lenand @ 11:51 am
Tags: , , , , , ,

Local Government have been presented with more information about DWP’s Universal Credit (UC) programme.   The complexity is such that it will replace more than 30 working age benefits, across 4 agencies, with 10,000 pages of guidance.  DWP have published their implementation plan.         

They have been coy about when design and build will finish, let’s say Dec 2012 and about 6 months testing.  All using agile programming methods!

Not declared in the document is another staggering statistic; there 19 million claims by 8 million households.  Households will become the unit to which DWP will pay benefits.  Total household income will be reconciled every month as people move in and out of work.  The new on-line self-service system will speed up registration for  benefits from weeks to days, and avoid the often devastating, annual reconciliation.  The Devil thrives in the detail.  Households may contain parents, step-parents, grandparents, uncles, aunts, children at school, young people at work, unemployed NEETs, students and cohabitees.    To complicate the issue for some beneficiaries, UC will not replace:

  • Disability Living Allowance
  • Contributory Benefits
  • Carers’ Allowance
  • Child Benefit
  • Pension Credit

Quarkside’s question to DWP about how they are going to define households remains unanswered.

Attempting to design a system without a definition of the primary unit of measure points to incompetence or a guarantee of promotion.  Apparently, top flight consultants are involved.  Perhaps they only have experience of well behaved nuclear families with bags of broadband and integrated internships.  Local authorities have to deal with the fall-out when the edifice crumbles.  Any ICT developer could devise a simple agile program for a consultant’s family – not for a family of travellers where ‘household’ has no meaning and may change on a weekly basis.  Change is second-most important reason for computer system failure, the first-most is getting the wrong specification.  UC hits both sweet spots.

Many new claimants for current benefits cancel broadband contracts as a luxury.   Many older claimants are also digitally excluded.  Currently LAs handle benefits claimants face to face and they employ many staff to do so.  Quarkside does not know the numbers, neither did DWP.  So they enquired to find out the number, perhaps indiscreetly, by asking Heads of Revenues and Benefits what their redundancy costs might be when UC is implemented.  LA Chief Executives were not amused.  Face to face service will be necessary and it is not clear who will provide it from which premises.

In answer to some of these challenges a DWP spokesman was most enlightening.

  • Ian Duncan Smith is only interested in outcomes
  • There’s a commercial market for recycled computers, everybody should be able to afford one
  • 70-80% of transactions will be on-line by beneficiaries
  • Most beneficiaries will be in full-time work
  • LAs may be asked to work as agents for DWP
  • HMRC and DWP are working closely together, but there is a bit of a conflict with DCLG housing policy and benefits caps
  • Ease of use is important and wireframe design will eventually help beneficiaries (aka customers)
  • LA support is essential for success and more consultation will be carried out
  • Writing the letter to Heads of Revs & Bens was a mistake
  • £180,000 for developing the system must also  be a mistake, it’s more likely to be             £18million.

Finally, we learn that £8.5b is lost in error, fraud and administration in the current means tested sytems.  How much this is a result of identity error, identity fraud and identity administration?  Quarkside raised the issue in February, “Identity Icebergs to sink Universal Credits“.  There’s not been a lot of action to allay fears by LAs about providing an Identity Hub which collects personal data and matches it with third party credentials.

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1 Comment »

  1. […] people nor the staff making benefits decisions.  Quarkside now understands the difficulty of DWP officials answering straight questions like ‘What is a household?”.  Sympathy is due when they are expected to translate into […]

    Pingback by Household Hold-up. Universal Complexity « Quarkside — 05/05/2011 @ 8:53 am | Reply


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