Evidence library

The introduction of Universal Credit by the UK Government will dramatically change the welfare system for working-age adults. Universal Credit will be ?digital by default?, meaning that the majority of claimants will make a claim online and then personally manage their claim directly through an online account. The purpose of this paper is to examine what recent statistics and the literature says about digital participation and the potential impacts of an online Universal Credit delivery. KEY CONCLUSIONS Not all people have access to the internet and, even with the potential to access the internet, some feel they are unable to do so because of a lack of skills or confidence. There are also those who do not want to use an online system, with some expressing a general dislike of using computers or concerns about online security. The type of support needed to help people make a claim online varies by the barriers they face. However, there are common socio-economic characteristics to those who are less likely to use the internet, including low income households and those living in areas of deprivation. As a consequence of an online Universal Credit delivery, targeted support may be required for certain groups of claimants, such as: - those without access to the internet in their home; - those who feel they do not have the skills or confidence to use a computer or access the internet; and - those who do not want to use the internet and have concerns about online security or affordability.