The problem is the government refused to listen to the evidence provided. That introducing a benefit, that was digital by default, into a public that they had some 0 research into how that would work, would not work. Consequently, when they introduced Universal Credit Full Service th y intended it to be without.telephony. Within weeks they realised that their lack of homework on the ability of the 'target gorup' of claimants was not not digitally aware to the extent they had said it was, they never did any research they moved an entire service centre over to telephonym The hey then added another service centre to deal with telephony. Then they got the details of research regarding the digital ability of claimants and admitted that upwards of 40% had 0 to limited digital ability. They tried tonram through an untested system. The knock on effect of this approach, the closure of numerous offices and service/benefit centres, the inbuilt stop start nature of Universal Credit, the unprecedented rise in claims leaves us where we are. The closure of offices also means the reduction in telephone capacity. A perfectt storm, in part all stemming from a government obsessed with Universal Credit and it's intended downward pressure on claimants and we are where we are.
I would love to see an improved verification service online, who wouldn't, but the problem stems from the governmemts initial refusal to realise to realise their folly.
Also rememberr the fact some offices have 40% staff off because of the virus.
I would also add that the ability to make claims online, 24 hours a day and 7 days a week, with a workforce that at most works, a normal week, of 5 days a week, 7:30am to 6:30pm. When that is the normal the it is clear that staff are always playing catch-up. And when that is added to the avalanche of claims.... You can clearly see what is coming.
