Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, pursuant to the Answer of 1 November 2018 to Question 185101 on Universal Credit: Telephone Services, if she will publish the (a) supportive lines and (b) agent led processes used by universal credit call centre staff, in addition to the Digital Channel Product.

Universal Credit is tailored to the individual needs of the claimant and the Department has chosen not to develop scripts or supportive lines for call handlers over and above the Digital Channel product.

Agent Led Processes (ALP’s) are low level business processes, designed to work as part of the Universal Credit service. They are embedded into the service and do not stand alone as separate guidance or instructions to staff. It is therefore not possible to split them out into individual processes for sharing purposes.

Call handlers have access to comprehensive Universal Credit guidance. Universal Credit guidance is published in the House of Commons Library and the Department is committed to refreshing this at regular intervals.