In and Out of Work Project
- Overview
- Evaluation
- Business Benefits
- National Roll Out
- Funding for local authorities
- Regulation changes
- Detailed guidance
- Desk aides, forms and leaflets
- Help and more information
Overview
The In and Out of Work Project is part of the Government’s 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 6 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 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.
Evaluation of the pilots confirmed improvements to the customer experience with speedier resolution of their entitlements (on average 15% quicker end to end) and a reduction in contact with Government. In addition, turning benefits ‘on’ and ‘off’ quickly and more effectively has increased the confidence in customers to take up work in the future, particularly short term.
After ministerial approval, the processes are now being implemented nationally. Full national roll out is expected to be completed by early 2010. Jobcentre Plus has appointed Implementation Managers in each region to assist with local roll out and ensure a smooth transition.
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.
Business Benefits
LAs that have adopted the processes since 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.
- Vital support is provided to help customers claim in-work benefits as soon as they have found a job.
- Evaluation has revealed a higher level of confidence to take up short term work given that benefits can be turned ‘on’ and ‘off’ more quickly.
The IOW processes have helped to reduce avoidable contact:
- Customer evidence for JSA/IS, HB/CTB and Tax Credits are collected by Jobcentre Plus at single point of contact.
- The customer can make just one phone call to declare they have found work.
Processing times have improved:
- Quickly reassessing the payment of Tax Credits and preventing overpayments when customers move out of work.
- Speeding up the payment HB to people leaving work.
- Customers moving into work have been able to receive payment of their Tax Credits much more quickly.
Read more about why LAs are getting involved:
National roll out
Rollout will be phased across England, Scotland and Wales and is planned to be completed by early 2010. This is dependant on LAs being connected to the Government Connect Secure Xtranet (GCSx) (Government Secure Xtranet (GSx) has 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.
Full national roll out began in October 2008. As of early October 2009, 198 LAs had adopted the new processes.
Funding for local authorities
Additional administration subsidy of £3 million is available to help support local authorities with implementation, liaison with Jobcentre Plus and monitoring compliance with the new processes. Distribution of this funding is based on the administration subsidy formula but with a £4,000 de-minimus. Further details are included in HB/CTB Circular A26/2008.
Regulation changes
To support the In and Out of Work processes, changes have been made to the 2006 HB/CTB regulations. The changes 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.
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 (73KB)  |
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 (53KB) |
Indicates when you must send extra evidence to the LA for customers claiming HB/CTB |
| Housing and Council Tax Benefit evidence checklist leaflet (107KB) |
Form issued to customer to explain what is accepted as evidence |
| 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 |
| 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 help or more information contact the In and Out of Work Project Team on the link below. LAs, Jobcentre Plus, DWP and HMRC are all represented on the team.
- Email the IOW project team
- HMRC: Link to the HMRC homepage
- Government Connect: Information on Government Connect rollout
