CIS hints and tips
- CIS screens
- Business interests
- Interpreting benefit awards
- Government Gateway and accessing CIS
- Award details
- Jobseekers Allowance Awards
- Carers Allowance
CIS screens
A summary of the CIS screens is listed in the LA CIS Guide and navigation of the CIS screens can be reviewed in the LA CIS Training Pack within section 2 – e-Learning. How to use CIS eSEF.
The following list can be read in conjunction with the above training and guidance. It provides information on where to look for particular pieces of information not highlighted in the guidance.
Data interpretation
If LA staff are having difficulty locating the information held on CIS, we advise the following process:
- consult colleagues, they may have had a similar query
- contact DWP for confirmation of the correct details, which will allow the LAs to action the claim or change of circumstance.
DWP will be able to identify if the error is due to a discrepancy between the information held on CIS and that held on their processing system or whether it’s due to the LA misinterpreting the CIS screens.
If the information displayed on CIS is incorrect in comparison to that provided by DWP, notify the GG User who should complete a LAST 5b detailing the error and send it to LAST.
Account summary
This provides a summary of DWP information for a customer. This screen displays the customer’s personal information, address, and shows if there is a partner or dependents on the claim and the awards that may be in payment.
The Account Summary screen should not be used to verify or confirm DWP information for a HB/CTB claim. The appropriate Address, Relationship and Award History screens should always be used for HB/CTB administration purposes.
Address history
Displays the current and historical data of a person’s address details. This screen should be used when verifying the dates for a customer’s current and previous address.
Relationship history
Displays the current and historical data of a person’s Relationship details. This screen should be used to confirm whether the customer has claimed for a partner and/or any dependants (children).
Interests history
See Business interests section.
Data collection for non-dependants of HB/CTB claimants
LAs have asked whether they can use CIS to confirm non-dependant details. We can confirm LAs have legitimate access to this information. The Information Commissioner has confirmed the legal gateway, which allows DWP to share information about non-dependants with LAs for HB/CTB purposes.
Notes history
This screen displays the notes and notepad history details held for a customer. Notepads have limited character space so DWP users use abbreviations. Please see the FAQ’s for further guidance.
Business interests
General information on business interests
The Business Interest(s) screen displays details about the current interests connected with a customer's account. For example, everybody with a National Insurance Number will have a ‘National Insurance Recording System’ Interest recorded on their CIS case.
The Interests History and business interest’s historic details screen displays and details the current and historical interests connected with a customer's account
Having an interest registered does not necessarily mean that a person is in receipt of benefit. For example, a person under retirement age will have a Retirement Pension interest, because a current maintained record of their National Insurance contributions case is maintained and determines retirement pension forecast.
When CIS was refreshed with information from the Departmental Central Index computer system in February 2006, a common date of 5 February was applied to the CRLs interest type of CIS accounts.
HB/CTB interest on CIS controls ETDs
LA staff can now control whether an ETD is received for a particular customer. If an HB and/or CTB interest appears in the Business Interest field on a CIS case, LAs will receive ETDs for this customer.
LA staff must be registered as Government Gateway Assistants and given the ‘LA CIS View’ and ‘LA CIS Update’ service (by their GG User) to allow them to:
- register or end HB and or CTB interest
- transfer in interests to their own LA
- LA staff cannot transfer an interest out.
LA code for HB/CTB interest
The LA code on the HB/CTB interest (Broadcast Office) determines which authority receives the ETD. The following hyperlink attached provides codes for all LAs with responsibility for administering HB/CTB. LA codes.
Registering HB/CTB interest
LA staff should register HB and or CTB interest for their own LA when:
- an HB/CTB interest exists
- no HB/CTB interest is already registered
- a current live claim IS, JSA or Pension Credit exists.
Ending HB/CTB interest
LA staff should end HB/CTB interest set against their LA when:
- the customer no longer receives HB/CTB,
- the customer no longer lives within the LAs area
- the interest was ‘set’ in error.
Transferring HB/CTB interest
LA staff should transfer in HB/CTB interest when:
- a customer moves to their area, claims HB/CTB, and already has HB/CTB interest set on CIS with a different LA code.
When LA staff transfer in a HB/CTB interest, ETD will not notify the previous LA. The importing LA should notify the previous LAs the interest has been transferred.
The Directgov website can be used to find the correct telephone number and address of the LA that you have transferred interest from. DA05 details the process for Registering, Ending and Transferring HB/CTB interest.
HB/CTB business interests – more than one interest open
Some LAs have been unable to register a new HB/CTB interest in a customers’ account because there is a conflict between existing JSA and IS interests. If this occurs LAs should liase with locally with Jobcentre Plus or The Pension Disability and Carers Service to set the LA interest.
Overspill properties
A small percentage of properties have HB and CTB administered by 2 separate LAs. These are sometimes referred to as Overspill Properties. It is important to reiterate that not all LAs have these properties.
DWP can only input one LA code on their system. In the same way LAs can only register 1 LA code when registering HB and CTB interest.
Therefore both HB and CTB ETD prints will be sent to the same LA. The LA registering or transferring HB/CTB interest on CIS must input the LA code relating to where the customer lives, for example the LA with CTB liability.
A process is in place to divert the HB notification in respect of the overspill properties. This process relies on the LA with responsibility for CTB identifying their overspill properties. They are the required to supply LAST with details of postcodes and the LA with liability for HB.
LAs with CTB responsibility should also register CTB interest with their LA code.
If there are any changes to the information already supplied or if new overspill properties come into your boundary, you must inform LAST immediately. The consequence of not doing so could lead to HB prints being redirected erroneously or you receiving HB ETDs for which you do not have responsibility.
LAs with HB responsibility should not be required to notify LAST of overspill details as it is the CTB owning office's responsibility.
If you are not receiving the HB prints, you should contact the LA with CTB responsibility to ensure that the correct procedures have been followed.
Interpreting benefit awards
Combined payments
If a customer is in receipt of DLA or AA as well as a PSCS benefit, then PSCS may make a combined payment for both benefits - i.e. PSCS pays the DLA or AA on behalf of DLACS or AACS.
PSCS benefits, which can be combined with DLA/AA are:
- State Pension
- State Pension
- Bereavement Benefit
- Incapacity Benefit
- Incapacity Benefit (Youth)
- Severe Disablement Allowance
Maternity Allowance cannot be combined with DLA/AA.
In such circumstances the Award Amount field for the PSCS benefit, RP for example, is actually the combined amount of the RP award and the DLA or AA award.
If user want to know how much of this RP Award Amount relates solely to RP they need to access the Award Details screen for the RP award and view the ‘Total Payable Rate' field. The ‘Total Payable Rate' field is the total payable rate of PSCS benefit including any dependant increases and any positive and or negative adjustments.
If users want to know how much of this Award Amount relates solely to DLA or AA they can do this in one of two ways, via the:
- ‘Award Amount' field for DLA or AA in the Account Summary screen and the Award History screen for the DLA/AA award.
- ‘Total AA Amount', ‘Total DLA Care Amount' and ‘Total DLA Mobility Amount' in the Award Details screen for the State Pension award.
So in the example where the customer has entitlement to £100 State Pension and £50 AA, and the payment is combined and made by PSCS:
- SEF ‘Award Amount' for State Pension = £150.
- SEF ‘Award Amount' for AA = £50.
- SEF field for ‘Total AA Amount' (in Award Details screen for the State Pension award) = £50.
ESA Terminations on CIS
PCA decisions (Personal Capability Assessment)
If customer is found ‘fit for work’ and ESA is terminated an ETD will be issued to notify End of Entitlement. However, as the customer has 28 days to appeal the claim should not be closed down immediately. Set up a case control to allow time for any appeal. CIS will not be updated until after 28 days.
Final (closed) Medical Certificate not received
Similarly, if customer fails to submit a medical certificate an ETD may be produced to notify end of entitlement. CIS will not be updated until a Decision Maker has made a formal decision to close the claim. This mirrors the Incapacity Benefit problem already identified.
Government Gateway and accessing CIS
Government Gateway connection to CIS
Although DWP own the Government Gateway (GG) it does not contain DWP customer information.
Please refer to Section 3 of the LA CIS Guide, which provides detailed information on the GG.
Assistants registered and enrolled as a SPO cannot be enrolled for another service (View, Update, ETD). Security measures are in place to prevent this occurring.
GG user
Have no access to CIS, the function of GG Users is to register GG Assistants. Please refer to the LA CIS Guide for full details on the GG User roles.
GG Assistants
GG Assistants will generally access DWP customer information on CIS for the purposes of administering HB/CTB.
Combinations of GG Assistant roles
LAs can be given the following combinations of services:
- View Update ETD
- View Update
- View ETD
- View only
- ETD only
- SPO only
- SPO and ETD.
Combinations of GG user and Assistant roles
In some smaller LAs, it may be necessary for Users and Assistants to assume more than one Assistant responsibility on CIS.
Any LAs contemplating combining any of the administrative roles should contact LAST for advice.
Checking Officers
Please refer to Section 5 of the LA CIS Guide for full details on the role of a Checking Officer.
Checking Officers in LAs do not need to be registered on GG as Assistants or Users. However, where staff numbers or a LAs organisational set up dictates can be any of the combinations mentioned above, except a person with GG Assistant SPO responsibilities cannot be a Checking Officer.
The Checking Officer’s responsibility is to ensure access to CIS is:
- for legitimate business purposes
- supported by properly authenticated documents
- within the user’s needs and authentication.
GG passwords
LAST cannot reset GG passwords. The Government Gateway e-services Helpdesk is able to reset a GG ID or password. Please see the LA CIS Guide for full details.
Changing a GG Assistant's services
Only the GG User who assigned a GG Assistant can amend or delete their access to services.
LAs should take action to to avoid potential problems during a period when the GG User is taking extended leave
Any LAs who are in need of advice and guidance in respect of changing an Assistants services should contact LAST.
Award details
When checking amounts and dates of awards for DWP benefits LAs must access the Award History screen and use the ‘details’ hyperlink of each line of award data in order to fully understand the benefit award position. The awards at the bottom of the Account Summary Screen should not be used to determine a customers DWP benefit award position.
Jobseekers Allowance Awards
On some early accounts held on CIS it is difficult to determine what type of Jobseekers Allowance has been in payment. Users can differentiate between income based and contribution based awards when accessing the Awards History screen. Click on the ‘details’ hyperlink of each line of the award data in order to confirm the benefit award in payment.
In these circumstances the awards in payment should be interpreted as follows:
- Contribution based Jobseekers Allowance will be displayed as JSA(C) Personal Allowance
- Income based Jobseekers Allowance will be displayed as Personal Allowance.
The second issue in respect of JSA occurs when the ‘details’ hyperlink within the Award History screens are accessed. CIS may display multiple JSA line on ‘Components’.
Examples of these issues and how to interpret them are displayed below.
| Example 1: Award Component shows ‘Personal Allowance’ which relates to JSA (IB) | ||||
|---|---|---|---|---|
| Award Component | Award Component Amount | Clerical Adjustment | Other Benefit Component Service | Other Benefit Component Type |
| JSA (C) | £0.00 | No Clerical Adjustments | None | None |
| JSA (IB) | £45.50 | No Clerical Adjustments | None | None |
| Personal Allowance | £45.50 | No Clerical Adjustments | None | None |
| Example 2: Award Component shows ‘Personal Allowance’ which relates to JSA (IB) | ||||
| Award Component | Award Component Amount | Clerical Adjustment | Other Benefit Component Service | Other Benefit Component Type |
| Personal Allowance | £88.15 | No Clerical Adjustments | None | None |
| Employment Income (subtracted) | £58.18 | No Clerical Adjustments | None | None |
| Example 3: Award Component shows multiple JSA components with the same amounts | ||||
| Award Component | Award Component Amount | Clerical Adjustment | Other Benefit Component Service | Other Benefit Component Type |
| JSA (C) | £57.45 | No Clerical Adjustments | None | None |
| JSA (IB) | £57.45 | No Clerical Adjustments | None | None |
| JSA (C) Personal Allowance | £57.45 | No Clerical Adjustments | None | None |
| Personal Allowance | £57.45 | No Clerical Adjustments | None | None |
Where both JSA(C) and JSA(IB) are shown and the personal allowances are equal JSA(C) is paid. The JSA(C) Award Component Amount of £57.45 is the same amount as that for JSA(IB) and so the Contributory benefit is paid.
Carers Allowance
On cases where Carers Allowance (CA) is or has been in payment the Account Summary screen and Award History screen Carers Allowance shows as £0.00 with no Award End Date. This is because the feed from the Carers Allowance Computer System does not send the actual award amount.
LA staff should contact the CA unit or customer to verify or provide evidence of the actual award amount as the £0.00 nil award does not necessarily mean the customer has a nil award.
