Social security agency in Scotland: outline business case

Annex A

10. Development of the options

10. This annex contains full detail (as specified in section 2.3) of the development of the 6 options.

10.1 Option 0 - DWP continues Do nothing/ status quo

What the agency does

10.1. As option 0 is the status quo the agency does not exist and performs none of the functions listed above.

What the agency does not do

10.2. As option 0 is the status quo DWP performs all of the functions except the ones listed below.

10.3. The only functions that DWP currently do not undertake in their entirety in Scotland are in the area of pre claim and support services where existing advice and support services in Scotland provide independent advice, support and advocacy alongside advice and support given by DWP this will continue under all future options. This is also the case for dispute resolution where some functions are undertaken by others such as tribunals and investigations where this leads to prosecutions undertaken by the procurator fiscal. In addition DWP uses others to perform functions on their behalf (see figure below) including:

• Assessment (known as medical evidence by DWP)
• Accommodation & Estates
• Some aspects of IS/ IT
• Banking and POCA Contracts
• Some aspects of Office Services
• Some aspects of expense in General Office
• Postage & Courier
• Special Payments and Write Offs
• Staff Pensions

What changes occur to the status quo

10.4. Under option 0 there are no changes to the status quo.

10.2 Option 1 - The agency centrally delivers social security in Scotland

What the agency does

10.5. Under option 1 most aspects of the eight functions outlined above would be undertaken by the social security agency. The agency would receive and answer queries and general enquiries. They would also administer benefits (Application, processing/evaluation (including assessment), award, payment and change of circumstances). This would mean assessment being undertaken by staff directly employed by the agency with no external involvement. The agency would undertake most error management and investigations. It would provide a range of centralised functions (Corporate Functions, Business Development, Stakeholder Management/ Research/ Support Services, Learning and Development). It would also produce a range of management Information for Scottish Government . It would also run a range of continuous capabilities (Evidence, Notification and Benefit Interaction) particularly between DWP and Scottish Government (see Figure x below).

What the agency does not do

10.6. Functions the agency would not undertake in their entirety under option 1 include pre claim and support services, where existing advice and support services in Scotland would continue to provide independent advice, support and advocacy alongside advice and support given by the agency. The agency would, however, provide some aspects such as home and prison visits. This would also be the case for dispute resolution where some functions would continue to be undertaken by others such as tribunals and ombudsman and investigations where this would lead to prosecutions would be undertaken by the procurator fiscal. In addition policy and strategic development and some aspects of management information would be provided by Scottish Government (see figure below).

What changes occur to the status quo?

10.7. Under option 1, the agency would take over responsibility for administering the social security benefits currently administered by others such as Local Authorities e.g. Scottish Welfare Fund. These would be paid as cash payments without the option of in kind as now (option 4 explores these being given as in-kind). Universal Credit Flexibilities (these are where the timing and payee elements can be varied by Scotland) would be administered by DWP and the agency would provide appropriate support. It would take over control of the benefits being devolved to Scotland and work with DWP where Scottish benefits interact with reserved benefits.

What would this look like practically?

10.8. Under option 1 devolved social security in Scotland would be provided by a recognisable, branded agency. The agency would be housed in centralised headquarters (possible in one or only a few locations), with a centralised caseload, IT capability and staff resource. As well as general corporate, HR and IT staff, there would be operational staff working to administer benefits and specialist staff for particular demographics ( e.g. carers) and benefit related support ( e.g. bereavement). In this option the agency would be accessed across Scotland in a largely remote way: mainly online, over the phone or by post. Assessments, where needed, would be undertaken across Scotland but not at fixed office locations with agency staff travelling out to these locations from their home or office base. Within the digital space the user interface would be consistent across all benefits administered by the agency and all access from a staff perspective will be familiar and similar. The user experience would be standardised and made as accessible as practical (see below).

Option 1 - From the perspective of the person receiving the service

I saw an advert on the side of a bus about knowing what benefits people were entitled to. I went into the local Citizens Advice Bureau / disability rights org / housing support office and they explained I might be able to claim a disability benefit so I rang the Scottish social security agency on their phone line to find out. I have Tourette's and anxiety and don't really like speaking to people that I don't know and that don't understand my condition. Someone answered the phone quickly. The person asked if I had any particular communication needs and was friendly and supportive.

The agency staff talked me through applying for the benefit and what I needed to do over the phone. They said they could help me fill in the application over the phone and then send it to me to check or amend or I could fill it in online. I decided to fill it in online and set up an account to do this. Luckily I have my own laptop otherwise this would have been difficult and inconvenient. The online application system was easy to use and accessible, but I still found a few bits of it tricky. I phoned up the agency again and went over the tricky bits of my application with them over the phone. They helped me understand what the questions were trying to find out and what material I should include in my responses.

I gave permission for them to contact my doctor, consultant and mental health community nurse about my condition and verified my identity online.

I got an email back saying the agency was processing my application and how long this would take.

Soon after that I had a call from the agency office explaining that I would need a face-to-face assessment and when the date was for this. The agency staff member talked to me about any concerns I had about the assessment and explained that they had useful information about my condition and circumstances but that someone with expertise in my condition would meet with me to understand how it impacted on my life and what could help. I also got a text message to confirm the date and time. The assessment was undertaken by a member of staff from the agency in my home. I was quite worried about it but was encouraged to bring someone with me and given written information about what would happen and why. The assessor wrote notes on his computer at the assessment but told me what he was writing and made sure that I was comfortable with it. I was told when I would receive a decision.

Once this had happened the agency informed me in an email and by letter that I would receive the benefit and that I could give some of this up to have access to a car from the Motability scheme. I liked having the choice but decided not to do this and wrote back to confirm this and my bank details.

They informed me of the date for my first payment in an email they sent confirming payment arrangements. The payment was paid promptly after this into my bank account on a day I expected.

Six months later, I moved house. I phoned the social security agency about it and they said that I could log in to my account on the social security agency's website to update my address, but that I could phone them if I needed help with it. I found that it was straightforward and didn't need more help.

10.3 Option 2 - The agency locally delivers social security in Scotland through local offices

What the agency does

10.9. Under option 2 what the agency does would be identical to option 1, the difference is how it will do this (see below).

What the agency does not do

10.10. The only functions the agency would not undertake in their entirety under option 2 would be identical to those in option 1, see figure above.

What changes occur to the status quo

10.11. Under option 2, the agency would take over responsibility for the same things as in option 1.

What would this look like practically

10.12. Under option 2 social security in Scotland would be provided by a recognisable, branded agency. The agency would have a central headquarters, as well as a network of local offices, 'hubs' or mobile units managing local caseload and providing the face-to-face user interface with those applying for and in receipt of benefits. These offices would provide outreach to more remote areas, caseload management would be done locally as would assessment, along with some decisions, advice and support.

10.13. The agency would have a staff resource divided into central 'headquarter' staff who would not provide face-to-face contact and 'local' staff providing face-to-face contact. The agency HQ would provide governance and management over centralised functions (such as IT and HR), but local offices would administer the benefits. The agency would be accessed across Scotland in a number of ways: online, over the phone, by post and face-to-face. Assessments , where needed, would be undertaken across Scotland at local office locations by local office staff or by these local staff travelling out to people's homes, prisons or more remote locations.

10.14. The digital landscape for option 2 would involve local caseloads managed in local offices by agency employees. Local telephony to support local caseload management with centralised telephony for centralised administrative functions. Secure connectivity from local offices to a centralised IT capability administering all benefits will be in place to support localised working. Flexibility to access workload from any connected location subject to permissions and security rules with the ability to operationally flex the priorities and routing of the caseload for local access. Notifications and Payments will be made by a central system with automated reconciliation. The user interface would be consistent across all benefits administered by the agency and all access from a staff perspective will be familiar and similar. These user interfaces would be designed to ensure that accessibility standards are met and exceeded where possible.

Option 2 - The agency locally delivers social security in Scotland through local offices

I went into the local Citizens Advice Bureau / disability rights org / housing support office and they explained I might be able to claim a disability benefit so I rang my local Scottish social security office to find out.

The local office staff talked to me about my needs and told me that I could apply for a disability benefit. They asked me if I'd prefer to apply online on my own at home, or at one of the computers in the office with their help. I said I'd prefer to have help, so set up an appointment to go in.

The local social security office was easy to get to, and when I got there a member of staff took me to a room with a computer and filled in an online application form with me. Although she entered most of the details into the computer, the staff member showed me how to do simple things like find the website and log in to my account if I needed to at home. She also said that my case would be processed in her team and I could speak to them directly on a number she gave me. I told my story and she listened and filled in the answers to the questions. She read them back to me to make sure I was happy with what was being written.

I gave permission for them to contact my doctor , consultant and mental health community nurse about my condition and the member of staff helped me verify my identity online.

They then told me that the local office would process my application and how long this would take. They asked how I'd like to be contacted, and I said telephone and text message.

Soon after that I had a call from her team explaining that I would need a face to face medical assessment at the social security office in my area and when this would be. They talked to me about any concerns I had about the assessment. I also got a text message to confirm the date and time. When I went to the social security office on that day, the staff member I'd met before said hello and introduced me to her colleague who did the assessment.

A couple of days later, the local social security office informed me over the phone and by letter that I would receive the benefit. They also said that, if I wanted to, I could give some of this up to have access to a car from the Motability scheme. I liked having the choice but I decided not to do this and wrote back to the local office to confirm this and my bank details.

They informed me of the date for my first payment in an email they sent confirming payment arrangements. The payment was paid promptly after this into my bank account on the day I expected.

Six months later, I moved house. I phoned the local social security agency office about it and they said that I could log in to my account on the social security agency's website to update my address, but that I could phone them if I needed help with it. I found that it was straightforward and didn't need more help.

10.4 Option 3 The agency delivers most benefits

What the agency does

10.15. Under option 3 a dual landscape would operate with most aspects of the 8 functions outlined above being undertaken by the social security agency. The agency would receive and answer queries and general enquiries as well as centralised advice and support online and over the telephone. They would also administer the bulk of benefits at a national level (Application, processing/evaluation (but not assessment), award, payment and change of circumstances). The agency would undertake most error management and investigations. It would provide a range of centralised functions (Corporate Functions, Business Development, Stakeholder Management/ Research/ Support Services, Learning and Development, Policy and Strategy Development). Under option 3 this would however also include the development of nationally consistent guidance on social security to avoid a postcode lottery and providing funding to local authorities. It would also produce a range of management Information with Local Authorities and Scottish Government . It would also run a range of continuous capabilities (Evidence, Notification and Benefit Interaction) particularly between local authorities, DWP and Scottish Government.

What the agency does not do

10.16. Under option 3 Local authorities would, alongside the agency, receive and answer queries and general enquiries. Local Authorities would also administer one off and crisis benefits at a local level (application, processing/evaluation, award and payment) via their existing systems. They would produce a range of Management Information for the agency and Scottish Government . They would also run a range of continuous capabilities (Evidence, Notification and Benefit Interaction) particularly between DWP and Scottish Government, see figure below.

10.17. Under option 3 pre-claim and support services would be provided via existing advice and support services in Scotland who would continue to provide independent advice, support and advocacy alongside advice and support included in a face-to-face setting given by local authorities. With Local Authorities providing face to face support for applications, agency resources for telephone support are smaller in this option than in option 1.

10.18. Local authorities would provide assessments, with the agency providing administrative support and decision making. Local Authorities would provide home and prison visits. The agency and Local Authorities would provide most, but not all of, dispute resolution (some functions would continue to be undertaken by others such as tribunals and ombudsman) and investigations (where this would lead to prosecutions, these would be undertaken by the procurator fiscal). In addition policy and strategic development and some aspects of management information would be provided by Scottish Government, see figure below.

What changes occur to the status quo

10.19. Under option 3 the agency would govern the system but the delivery of benefits would be split between the Scottish social security agency and 32 local authorities. The agency will provide the bulk of benefits at a national level across Scotland. Additional benefits based on local need and for rapid response (short-term, one-off or occasional assistance based on local need) would be provided by local authorities (this would build on their current benefit administration e.g. SWF and DHP's). As in option 1 and 2 Universal Credit Flexibilities would be administered by DWP and the agency would provide appropriate governance over this arrangement. The agency and local authorities would take over control of the benefits being devolved to Scotland and work with DWP where Scottish benefits interact with reserved benefits.

What would this look like practically

10.20. Under option 3 a dual landscape would exist with both a social security branded agency and 32 local authorities providing a service.

10.21. The agency would be housed in centralised headquarters (possible in one or only a few locations), with a centralised caseload, IT capability and staff resource, employed by the agency housed within it. As well as general corporate, HR and IT staff, there would be operational staff working to administer benefits and specialist staff for particular demographics ( e.g. carers) and benefit related support ( e.g. bereavement). In this option the agency would be accessed across Scotland in a largely remote way: mainly online, over the phone or by post. Within the digital space the user interface would be consistent across the benefits administered by the agency and all access from a staff perspective will be familiar and similar.

10.22. Local authorities would provide the 'front door' service for social security giving advice and support and helping with additional application needs alongside the existing services they already provide in this area. They would also provide assessments locally alongside the existing services and assessments they already provide around social care. Within the digital space local authorities could use their existing systems to administer benefits in a similar way to the existing Scottish Welfare Fund. These systems would need to link to the agency's systems. Alternatively, if agreed during negotiation they could use the agency's digital systems.

Option 3 - The agency delivers most benefits, but local authorities provide the face-to-face contact for the social security system and additional benefits based on local need

I spoke to my local council's Welfare Rights Team as part of the wider support they gave me. They explained that I might be able to claim a disability benefit.

They asked me if I'd prefer to apply online on my own at home, or at one of the computers in the office with their help. I said I'd prefer to have help, so set up an appointment to go in. The office was easy to get to, and when I got there a friendly member of staff took me to a room with a computer and filled in an online application form with me. Although she entered most of the details into the computer, the staff member showed me how to do simple things like find the website and log in to my account if I needed to at home.

I gave permission for them to contact my doctor and my occupational therapist about my condition and verified my identity online.

They then told me that the social security agency would process my application and how long this would take. They asked how I'd like to be contacted, and I said telephone and text message.

Soon after that I had a call from the Council office explaining that I would need a face to face medical assessment and when this would be. The Council staff member talked to me about any concerns I had about the assessment. I also got a text message to confirm the date and time. When I went to the office on that day, the staff member I'd met before said hello and introduced me to the social worker who did the assessment.

A couple of days later, the agency informed me over the phone and by letter that I would receive the benefit. They also said that, if I wanted to, I could give some of this up to have access to a car from the Motability scheme. I liked having the choice but I decided not to do this and wrote back to confirm this and my bank details.

The social security agency wrote and informed me of the date for my first payment in an email they sent confirming payment arrangements. The payment was paid promptly after this into my bank account on the day I expected.

Six months later, I moved house. I phoned the Council about it and they said that I could log in to my account on the social security agency's website to update my address, but that I could phone them or come to their office if I needed help with it. I found that it was straightforward and didn't need more help.

10.5 Option 4 The agency delivers cash and benefits in kind as goods, services or concessions.

What the agency does

10.23. Under option 4 what the agency does would be the same as option 1 and 2 the difference is that it would also be providing benefits 'in kind' as well as in cash in the form of good, services and concessions (see figure below).

What the agency does not do

10.24. The only functions the agency would not undertake in their entirety under option 4 would be identical to those in option 1 or 2, see figure below.

What changes occur to the status quo

10.25. Under option 4, the agency would take over responsibility for the same things as in option 1 and 2.

What would this look like practically

10.26. Under option 4 social security in Scotland would be provided in the same way as in option 1 or option 2 either centrally or via local offices. The difference with this option is that as well as delivering cash benefits, the agency also delivers an array of benefits in kind. Under option 0 the status quo 'in kind' benefits include Healthy Start vouchers, the Motability scheme and items under the Scottish Welfare Fund. Under this option benefits in kind would cover these existing 'in kind' benefits and new ones covering 'goods' ( e.g. carpets or fridges), 'services' ( e.g. legal aid or caring/respite) and 'concessions' ( e.g. discounts or travel cards). As well as the social security agency staff outlined in option 1 and 2, an additional staff resource would be brought in (either as permanent staff or by procurement contract) to procure and in some cases store and deliver the various types of benefits in kind and an IT system to cover inventory, stock control and delivery. The Motability scheme would remain as it is under the status quo under this option as well as all others .

10.27. If this options is a bolt on to option 1, pre-claim and support services would rely heavily on digital and phone routes for the user interface. If it was a bolt on to option 2, pre-claim and support services would be delivered through these routes as well as local offices. Therefore as a bolt on to option 2 face-to-face contact would also be available.

10.28. In terms of decision and receipt, under option 4 receipt would take different forms, depending on whether the recipient is receiving a cash payment, benefits in kind or a mixture. Recipients could also be provided with a 'benefits smart card', which works in the same way as a credit card which would be preloaded with money. Where recipients receive benefits in kind, these would be delivered to their home address and in some cases fitted.

10.6 Option 5 The agency provides governance but the delivery of social security is done by others

10.29. Under option 5 a range of operational functions around pre claims support, enquiries, benefit processing and assessment would be undertaken by others via procurement or an SLA rather than by the social security agency. This would mean that the agency would be much smaller than under other options like in option 6.

10.30. The agency would however undertake decision making, dispute resolution and some error management and investigations. It would provide a range of centralised functions (Corporate Functions, Business Development, Stakeholder Management/ Research/ Support Services, Learning and Development) with much larger procurement and audit divisions. It would also produce a range of management Information with Scottish Government . It would also coordinate a range of continuous capabilities (Evidence, Notification and Benefit Interaction) particularly between DWP and Scottish Government, see Figure below.

What the agency does not do

10.31. Others via procurement or an SLA would receive and answer queries and general enquiries. They would also administer benefits (application, processing (including assessment), payment and change of circumstances). This would mean assessment being undertaken by others not directly employed by the agency with the potential for private sector involvement, as is the case under the current status quo.

10.32. In addition in the area of pre claim and support services existing advice and support services in Scotland would continue to provide independent advice, support and advocacy alongside advice and support given by others via procurement or an SLA. Under dispute resolution some functions would continue to be undertaken by other existing providers such as tribunals and ombudsman and investigations where this would lead to prosecutions would be undertaken by the procurator fiscal. In addition, policy and strategic development and some aspects of management information would be provided by Scottish Government, see Figure A below.

What changes occur to the status quo

10.33. Under option 5, the agency would take over responsibility for governance of the social security benefits currently administered by local authorities e.g. Scottish Welfare Fund. These would be paid as cash payments (option 4 explores these being given as 'in kind'). Universal Credit Flexibilities would be administered by DWP and the agency would provide appropriate governance over this arrangement. It would take over governance of the benefits being devolved to Scotland and work with DWP where Scottish benefits interact with reserved benefits. Others via procurement or an SLA would administer the benefits on behalf of the agency.

What would this look like practically

10.34. Under option 5 the governance of social security in Scotland would be provided by a recognisable, branded agency. The agency would be housed in centralised headquarters (probably in one location), with a centralised IT capability and staff resource, employed by the agency housed within it. In this option the agency staff would be general corporate, procurement, audit, HR and IT staff employed by the agency. There would be additional operational staff working on specific aspects of benefits administration (disputes, appeals, error management /investigation, and decision making), with specialist staff for particular demographics ( e.g. carers) and benefit related support ( e.g. bereavement). Other administration functions (application processing, advice and support) would be undertaken by others on the agency's behalf. Contracted providers would be responsible for their own staff, estate, IT and telephony arrangements. How this would be specified would be up to the Scottish Government / agency and could include or not include face-to-face contact being available across Scotland as outlined in option 1 and option 2. Under this option there could either be a number of providers providing functions or only one or two - this would to some extent be determined by the way functions were procured or SLAs set up.

Option 5 - The agency provides governance but delivery of social security is done by others e.g. via procurement or SLA's

When I went into the Citizens Advice Bureau, they explained that I might be able to claim a disability benefit. They explained that they were contracted by the social security agency to provide advice and support.

They asked me if I'd prefer to apply online on my own at home, or at one of the computers in the office with their help. I said I'd prefer to have help, so a friendly member of CAB staff took me to a room with a computer and filled in an online application form with me. Although she entered most of the details into the computer, the staff member showed me how to do simple things like find the website and log in to my account if I needed to at home.

I gave permission for the company processing my application to contact my doctor about my condition and verified my identity online.

The company processing my application wrote to me to say how long this would take. They asked how I'd like to be contacted, and I said telephone and text message.

Soon after that I had a call from company undertaking assessments for my application saying that I would need a face to face medical assessment and when this would be. They said that I would need to go to their assessment centre in my local area. I also got a text message to confirm the date and time. I was worried and confused by this and went back to the CAB. They arranged for an advocate to meet with me to discuss my application and condition and they accompanied me to the assessment. When I went to the assessment company on that day, the friendly assessment centre staff introduced me to the person who did the assessment. The advocate provided support just by being there but also helped and prompted me a few times when it was clear that I was becoming tired or forgetful.

A couple of days later, the company processing my application contacted me by letter and via text message explaining I would receive the benefit. They also said that, if I wanted to, I could give some of this up to have access to a car from the Motability scheme. The advocate came to my house to discuss the options with me and help me think through what I wanted. I liked having the choice but. I decided not to do this and wrote back to confirm this and my bank details.

The letter informed me of the date for my first payment and in an email confirming payment arrangements. The payment was paid promptly after this into my bank account on the day I expected.

Six months later, I moved house. I phoned Citizens Advice Bureau about it and they said that I could log in to my account on the social security agency's website to update my address, but that I could phone them or come to their office if I needed help with it. I found that it was straightforward and didn't need more help.

10.7 Option 6 Social security is embedded in a range of existing public services

10.35. Under option 6 a range of existing public services in Scotland rather than the social security agency would processes benefits. This would mean that the agency would be much smaller than under other options.

10.36. The agency would however undertake some error management and investigations. It would provide a range of centralised functions (Corporate Functions, Business Development, Stakeholder Management/ Research/ Support Services, Learning and Development, Policy) with much larger procurement and audit divisions. It would also produce a range of management information with Scottish Government . It would also coordinate a range of continuous capabilities (Evidence, Notification and Benefit Interaction) particularly between DWP and Scottish Government, see Figure below.

What the agency does not do

10.37. Other public sector organisations would receive and answer queries and general enquiries. They would also administer benefits (Application, processing/evaluation (including assessment), award, payment and change of circumstances). This would mean assessment being undertaken by others not directly employed by the agency with the potential, for example, for this to be done by the NHS or Local Authorities.

10.38. In addition in the area of pre claim and support services existing advice and support services in Scotland would continue to provide independent advice, support and advocacy alongside advice and support given by the agency. Under dispute resolution some functions would continue to be undertaken by other existing partners such as tribunals and ombudsman and investigations where this would lead to prosecutions would be undertaken by the procurator fiscal. In addition policy and strategic development and some aspects of management information would be provided by Scottish Government, see Figure B below.

What changes occur to the status quo

10.39. Under option 6, the agency would take over responsibility for governance of the social security benefits. Local authorities would continue to administer the Scottish Welfare Fund. Universal Credit Flexibilities would be administered by DWP and the agency would provide appropriate governance over this arrangement. It would take over governance of the benefits being devolved to Scotland and work with DWP where Scottish benefits interact with reserved benefits. Other public sector organisations would however administer the benefits with the agency providing guidance, monitoring and oversight.

What would this look like practically

10.40. Under option 6 the governance of social security in Scotland would be provided by a recognisable, branded agency. The agency would be housed in centralised headquarters (probably in one location), with a centralised IT capability and staff resource, employed by the agency housed within it. In this option the agency staff would be general corporate, HR and IT staff employed by the agency, there would be no operational staff working to administer benefits, which would be undertaken by other organisations. There would, however, be specialist staff for particular demographics ( e.g. carers) and benefit related support ( e.g. bereavement).

10.41. Other public sector organisations would be responsible for their own staff, estate, and telephony arrangements. Guidance and standard operating procedure on this would be designed by the agency to ensure consistency of information etc. The agency would therefore provide a coordination role similar to that provided to the NHS by National Services Scotland in terms of its commissioning of national services as well as a consistent IT solution. Responsibility would be based on the best location for each benefit's interface with the users. For example, this could mean that that the NHS is asked to take on the responsibility for administering Disability and Maternity payments and local authorities continue with discretionary benefits

10.42. The bulk of the new social security powers would therefore be delivered by existing and new staff across the public sector. For this to function, training and/or recruitment would be required to provide the additional services, and support is required for staff ( e.g. midwives) to do this in addition to existing workloads.

Option 6 - Social security is embedded in a range of existing public services with the agency providing governance

There was a poster in my GP practice waiting room promoting a benefits advice service. When I saw my GP I asked about it and she explained to me that I might be able to claim disability benefits.

She said that I could find out more about the benefits and how to apply online or over the phone by calling an NHS number, and that if I had any difficulties I could set up an appointment to come back to the surgery and go through an application with the practice benefits advisor.

After phoning the NHS number I said I'd prefer to have some help, so set up an appointment to go in to my GP surgery. A friendly benefits advisor took me to a room in the surgery with a computer and filled in an online application form with me. Although she entered most of the details into the computer, the officer showed me how to do simple things like find the section of NHS Inform on benefits and log in to my account if I needed to at home.

The benefits advisor explained that information I'd given to my GP in the past would be used alongside the application, and that it wouldn't be passed outside the NHS. My identity was verified by my CHI number.

They then told me that the NHS benefits service would process my application and how long this would take. They asked how I'd like to be contacted, and I said telephone and text message.

Soon after that I had a call from the NHS benefits service explaining that I would need a face to face medical assessment and when this would be. The staff member talked to me about any concerns I had about the assessment. I also got a text message to confirm the date and time, and that I would need to go to the assessment centre at my nearest hospital for the assessment. When I went to the hospital on that day, I was introduced to the NHS assessment officer who did the assessment.

A couple of days later, the NHS benefits service informed me over the phone and by letter that I would receive the benefit. They also said that, if I wanted to, I could give some of this up to have access to a car from the Motability scheme. I liked having the choice but I decided not to do this

and wrote back to confirm this and my bank details.

They informed me of the date for my first payment in an email they sent confirming payment arrangements. The payment was paid promptly after this into my bank account on the day I expected.

Six months later, I moved house. I phoned my GP to let them know and they automatically sent the details to the NHS benefits service.

Figure 21 - Capabilities needed to deliver social security

1 Queries / General Enquiries / Claim Progress chase etc.
2 Pre Claim / Support Services - Advice
3 Pre Claim / Support Services - Advocacy
4 Pre Claim / Support Services - Guidance
5 Pre Claim / Support Services - Support
6 Pre Claim / Support Services - Home Visiting
7 Pre Claim / Support Services - Prison Services
8 Pre Claim / Support Services - On Site Services
9 Administration - Application
10 Administration - Processing / Evaluation (including Assessment)
11 Administration - Award
12 Administration - Payment
13 Administration - Debt Management
14 Administration - Accounting
15 Administration - Change of Circumstances
16 Administration - Additional Charges
17 Dispute Resolution - Pre-Appeal Reconsideration ( DWP: Mandatory Reconsideration)
18 Dispute Resolution - Appeals / Tribunals
19 Dispute Resolution - Complaints
20 Error Management / Investigation - Agent Error
21 Error Management / Investigation - Customer Error
22 Error Management / Investigation - Fraud
23 Centralised Functions - Corporate Functions - Board / Board Support
24 Centralised Functions - Corporate Functions - Internal Governance
25 Centralised Functions - Corporate Functions - Risk Strategy / Management
26 Centralised Functions - Corporate Functions - Audit
27 Centralised Functions - Corporate Functions - Accountancy
28 Centralised Functions - Corporate Functions - Records / Asset Management
29 Centralised Functions - Corporate Functions - Security / Cyber Defence
30 Centralised Functions - Corporate Functions - Specialist Advice / Support
31 Centralised Functions - Corporate Functions - Corporate Reporting
32 Centralised Functions - Corporate Functions - Corporate Support
33 Centralised Functions - Business Development - Change Management
34 Centralised Functions - Business Development - Transformation
35 Centralised Functions - Business Development - Technology
36 Centralised Functions - Business Development - Business Analysis
37 Centralised Functions - Business Development - Digital Strategy
38 Centralised Functions - Business Development - Testing
39 Centralised Functions - Stakeholder Management - Supplier Management
40 Centralised Functions - Stakeholder Management - Communications
41 Centralised Functions - Stakeholder Management - User Research
42 Centralised Functions - Stakeholder Management - Branding
43 Centralised Functions - Learning and Development - Training
44 Centralised Functions - Learning and Development - Knowledge Management
45 Centralised Functions - Learning and Development - Quality
46 Centralised Functions - Learning and Development - Performance Management
47 Centralised Functions - Learning and Development - Talent Management
48 Centralised Functions - Support Services - IT Network Support / Help Desk / Incident Management
49 Centralised Functions - Support Services - Facilities
50 Centralised Functions - Support Services - HR / Recruitment
51 Centralised Functions - Support Services - Procurement
52 Centralised Functions - Support Services - Payroll
53 Centralised Functions - Policy and Strategy Development - Benefit Specific Policy
54 Centralised Functions - Policy and Strategy Development - Social Security Policy
55 Centralised Functions - Corporate Functions - PPM / Gateway
56 Centralised Functions - Corporate Functions - Data Strategy / Management
57 Centralised Functions - Corporate Functions - Compliance
58 Centralised Functions - Business Development - Service Definition / Continuous Improvement
59 Centralised Functions - Business Development - Customer Experience
60 Centralised Functions - Stakeholder Management - Content Management
61 Centralised Functions - Stakeholder Management - FOI / SAR
62 Centralised Functions - Stakeholder Management - Research
63 Centralised Functions - Policy and Strategy Development - Legislation
64 Centralised Functions - Policy and Strategy Development - SG Strategy
65 Centralised Functions - Policy and Strategy Development - SG Financial Management
66 Centralised Functions - Policy and Strategy Development - Sponsorship and Service Definition
67 Management Information - Statistical Reporting
68 Management Information - Statistical Forecasting
69 Management Information - Operational Management Information
70 Management Information - Business Intelligence
71 Constant Capabilities - Evidence
72 Constant Capabilities - Notifications
73 Constant Capabilities - Benefit Interaction
74 In Kind Functions - Governance
75 In Kind Functions - Administration
76 In Kind Functions - Services
77 In Kind Functions - Products
78 In Kind Functions - Concession