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Work on the Transformation Programme's exemplar project has ended, and these pages are no longer being updated. Visit the Digital Transformation page for the latest information.

Exemplar number 12 Carer’s Allowance

240,000 people claim Carer’s Allowance a year

Status

Service is live and being continuously improved.

You can also watch a demo, checking whether you’re eligible to make a claim, filmed July 2013.

Successes

  • 160,000 digital claims submitted since release of public beta
  • Live service, including Welsh language version, released
  • More than half of applications are now made using the digital service
  • User satisfaction ratings of approximately 90%
  • Change of circumstances can now be reported online

Challenges

  • To increase channel shift: increase digital take-up and move away from paper transactions

Next

  • Continue to improve the live service
  • Integrate the live service with more of the department’s systems to improve efficiency for agents and reduce paper processing
Screenshot of Live service page
Live service page
Screenshot of Former service (now switched off)
Former service (now switched off)

Live service performance

Digital take-up

Proportion of claims made using the digital service

Proportion of claims made using the digital service

User satisfaction

Completion rate

Proportion of users who start and complete their application using the digital service

Proportion of users who start and complete their application using the digital service

Digital strategy statement

The new service is being developed with the needs of carers at its heart, looking to remove complexity from the current user journey. There are clear benefits for people who are caring full-time of being able to interact with the Department at a time and in a way that suits them.

Scope of exemplar

Carer’s Allowance is a benefit for people looking after someone with substantial caring needs. Users can currently make a claim through the post or online. The exemplar project replaced the previous online claim process which had low take-up and did not meet the standards set out in the department’s digital strategy.

The Carer’s Allowance project is currently in public beta and is regularly tested with real users. We will continue to improve the service with regular small releases. To learn more about the Carer’s Allowance work you can visit the DWP Digital Blog where we’ll be posting regular updates.

Digital inclusion

GDS has mapped the exemplars against the digital inclusion scale to help show where these services may be difficult for some people to use. See the rating for Claim Carer’s Allowance.