from rightsnet.org.uk

80 per cent of claimants to make changes and claims for jobseeker’s allowance online by 2013

Lord Freud sets out plan to increase access to online services and use of electronic signature

20 May, 2011

By 2013, the DWP hopes that 80 per cent of claimants will make changes and claims for jobseeker's allowance online, according to Minister for Welfare Reform Lord Freud.

Speaking in a House of Lords debate on the draft Social Security (Electronic Communications) Order 2011, which amend social security legislation to allow electronic communication and storage and will also develop the DWP's use of electronic signatures, Lord Freud said that -

'... the order will mean that our customers will not only be able to make a claim for jobseeker's allowance online, but they will also be able to notify us of other changes in their circumstances, such as changes to their income or a change of address. In addition, they will be able to provide their signature using an electronic pad. This would replace current paper signing and would mean signatures collected from people confirming that they meet the conditions of entitlement for jobseeker's allowance, or agree to the conditions of a jobseeker's agreement, could be electronically stored.'

Lord Freud went on to say that the DWP hopes that, by 2013, 80 per cent of claimants will make changes and claims for jobseeker's allowance online. He added, however, that claimants would still be able to contact Jobcentre Plus in writing or by using the telephone and that there was no intention to make online services compulsory.

Lord Freud concluded that -

'... the anticipated shift to using online services will improve the services to customers by freeing up advisers so that face-to-face contact can focus on supporting people into work. The technology will minimise the risk of identity fraud because the electronic signing pads will measure pressure, angle of the pen and speed, as well as matching the signature. An electronic signature is actually more secure and much more difficult to forge than it is when it is on paper. Electronic records will reduce the need for people to repeat information to advisers and for advisers to re-input basic information. It will reduce costs, save paper, and help the department to meet its efficiency challenge. Importantly, almost most importantly, as we press ahead with welfare reform, this will provide the basis for the electronic systems supporting universal credit.'

NB - following the debate, the House of Lords approved the draft order.

The House of Lords debate on the draft Social Security (Electronic Communications) Order 2011 is available from Hansard.