Appearing before MPs, perm sec suggests that, in time, Universal Credit claimants could sometimes interact with technology, rather than officials, while also citing the need to boost staff tech credentials

The leader of the Department for Work and Pensions has set an ambition for a “digital tool” that could manage some citizen interactions instead of a human work coach.

Alongside the potential creation of these sophisticated automation platforms, permanent secretary Sir Peter Schofield also cited the importance of “reskilling and upskilling” staff with technological skills, to ensure benefit claimants dealing with the department receive a smooth and cohesive experience.

In a recent evidence session for parliament’s Work and Pensions Committee, Schofield was asked by member Steve Darling about the DWP’s recent decision to shorten – from 50 to 30 minutes – the initial meetings between work coaches and Universal Credit recipients.

The perm sec first reassured the committee that, if an official feels longer than half an hour is required, “we can normally find a way of accommodating more time where necessary”. He added that the truncated meetings are part of a wider effort to reform Jobcentres’  “traditional way of working” in which everyone receives an identical service during their first three months in receipt of UC.

The departmental chief said that his ambition, in time, is for this transformation is to include greater use of tech in engagement with citizens.

“For the first 13 weeks we meet [claimants] weekly, beyond that it might be fortnightly, and we then refer people to separate provision,” he said.” We want to be able to focus our work in a more tailored way so that the people who don’t need the interaction with a work coach potentially, in due course, could be able to have an interaction with a digital tool that prompts them, freeing up our work coaches for the people who most need it.”

He added: “That is in the long term but in the short term it is to free up resource to focus on people in the health journey in Universal Credit, who previously did not have any contact at all with work coaches and we are doing that within the intensive work search group. That is valuable. We felt that the extra 20 minutes on the claimant commitment was less valuable than the first 30 minutes.”

Elsewhere, Schofield told MPs that, in addition to the use of new tools, citizen-facing staff also require additional skills to ensure the department gets the most out of technology – and that the public receives the best service.

“As we make more use of digital technology, so the responsibilities of our frontline people will change as well,” he said. “Having digital skills really matters, having people who can work across a range of benefits so they are able to meet the needs of customers rather than being in a position where customers are moved from one agent to another as we deal with different parts of the claim. We are reskilling and upskilling our people. That is a key part of our people strategy that we are developing.”

More details of this strategy will be included in the department’s next annual report, which will be published later this year.