In and Out of Work Project
- Overview
- Evaluation
- National Roll Out
- Regulation changes
- Detailed guidance
- Desk aides, forms and leaflets
- Help and more information
Overview
The In and Out of Work Project is part of a wider modernisation and transformation agenda. Focussed on improving customer service, it aims to help Jobseeker’s Allowance (JSA) and Income Support (IS) (lone parents) customers with an immediate work focussed interview access their benefits and credits more easily as they move into and out of work.
The new processes were originally tested and developed in six pilot sites. Customers, who have to deal with the Department for Work and Pensions (DWP) for out of work benefits, Her Majesty’s Revenue and Customs (HMRC) for Tax Credits and local authorities (LAs) for Housing Benefit (HB) and Council Tax Benefit (CTB), were given a single point of contact. This was provided by Jobcentre Plus, where customer information was collected and shared for all three benefits.
National implementation began in December 2008 with full national roll out completed by March 2010.
Evaluation
The initial evaluation of the new processes took place between September 2007 and March 2008. It took the form of both processing data and customer and staff surveys. The evaluation confirmed improvements to the customer experience with speedier resolution of their claims (on average 15% quicker end to end when compared with previous processes) and a reduction in contact with Government. In addition, being able to stop and start benefits quickly and more effectively has increased the confidence in customers to take up work in the future, particularly short term.
LAs that have adopted the processes have noticed:
- an increase in trust in the way Jobcentre Plus and LAs work together
- improved communication and understanding of the joined-up processes and each others’ roles
- a better understanding by Jobcentre Plus staff of HB/CTB issues and the information that LAs require
The new processes have improved the experience of customers moving back into employment by providing support to help them claim in-work benefits as soon as they have found a job. This has lead to a higher level of confidence in customers to take up short term work.
The In and Out of Work processes have helped to reduce avoidable contact by:
- Jobcentre Plus being a single point of contact to collect customer evidence for JSA/IS, HB/CTB and Tax Credits
- customers being able to make just one phone call to declare they have found work
Processing times have improved, enabling:
- quick reassessment of the payment of Tax Credits and preventing overpayments when customers move out of work
- speeding up the payment of HB/CTB to people leaving work
- customers moving into work being able to get payment of their Tax Credits much more quickly
National roll out
Rollout was phased across England, Scotland and Wales from December 2008 and was completed by March 2010. This was dependant on LAs being connected to the Government Connect Secure Xtranet (GCSx) – the Government Secure Xtranet (GSx) had already been implemented in Scotland. GCSx/GSx is essential to the new In and Out of Work processes as it enables secure electronic information transfer between DWP, HMRC and LAs.
Regulation changes
To support the In and Out of Work processes, changes to the 2006 HB/CTB regulations came into force on 22 December 2008. A summary of the changes can be found in circular HB/CTB Circular A26/2008
Detailed guidance
Detailed guidance on the new processes and how they affect LAs can be found in circular HB/CTB Circular A26/2008 (128KB) 
Guidance on the In and Out of Work processes and the classification of overpayments can be found in HB/CTB Circular A23/2009 (54KB)
Guidance on the In and Out of Work processes and CMS release 11 can be found in HB/CTB Circular G20/2009 (112KB)
Desk-aides, forms and leaflets
Below are some of the products that have been designed for the In and Out of Work processes.
Out of Work
| Housing and Council Tax Benefit Evidence checklist (179KB) |
Form issued by Jobcentre Plus to customer and LA to confirm what evidence has been seen and what is outstanding |
| Housing and Council Tax Benefit Information Card 2009 (60KB) |
Indicates when Jobcentre Plus must send extra evidence to the LA for customers claiming HB/CTB |
| Landlord Declaration Form (101KB) |
Issued to customer where no tenancy or rental agreement is available |
| Tenancy Awareness Desk-aide (44KB) |
Desk-aide for Jobcentre Plus staff |
Into Work
| Into work leaflet (40KB) |
Issued to customer by Jobcentre Plus explaining the new processes and the benefits of them |
| Housing and Council Tax Benefit evidence checklist leaflet (149KB) |
Form issued to customer to explain what is accepted as evidence |
| New Form IWK4 (29KB) |
Proforma sent electronically to local authorities alerting them that the customer has started work |
Help and more information
If you need clarification on the way the process is working in your area please contact your Local Jobcentre Plus office. You can also get more information from HMRC and Government Connect.
- HMRC: Link to the HMRC homepage
- Government Connect: Information on Government Connect rollout
