RUG - Universal Credit - Assisted Digital Support - AWARD

Universal Credit brings a cultural change and behavioural shift for claimants to be more responsible for managing their money, including housing costs. The service is delivered predominantly via self-service using the internet.

Some Claimants will need help with this.

Universal Support (US) is advice, assistance or support provided by Universal Credit, Local Authorities or agreed partners for the purpose of assisting them with:

• Managing their claim or award of Universal Credit including accessing and using online services;
• Managing their financial affairs

The aim of this contract is to;

• Support the cultural shift to claimant responsibility and self-service.
• Support claimants who could transact online, with help, to do so and ensure that those who cannot self-serve are assisted with access to Universal Credit.

The Council is looking to work with an organisation to provide assistance for residents who need help to make a claim on-line for Universal Credit. The external organisation could represent an umbrella group of external providers but the contract will be between Rugby Borough Council and one external provider.

During the period of the contract it is estimated that around 300 residents will seek support. This is based on information provided by the Department for Work and Pensions. The actual number of residents seeking support may differ from this estimate.

The Council will also be working with teams within the Council to provide ad hoc support to claimants on a case by case basis.