Streamlining Welsh benefits: route map phase 1 progress report

The creation of a coherent Welsh benefits system has been a long-term, collective ambition to ensure that people in Wales are claiming all the financial support they are entitled to. On 22 January 2024, the Welsh Benefit Charter was launched, with its commitments for person centred service design and delivery. The charter represents a commitment by the Welsh Government and all 22 local authorities in Wales to develop a coherent Welsh benefits system where a person only has to tell their story once to access their entitlements.

The Streamlining Welsh Benefits (SWB) Steering Group was established to oversee and drive forward the implementation of the Welsh Benefits Charter, reporting to the Partnership Council for Wales (PCfW). All 22 local authorities nominated a Senior Responsible Officer (SRO) to progress this work within their local authority and join an advisory group set up by Welsh Local Government Association (WLGA) to provide expertise and guidance to the Steering Group.

In January 2025 the SWB Phase 1 route map was published. The route map set the initial steps required to move us closer to our ambition for a more streamlined person-centred Welsh benefits system. The route map for Phase 1 runs to April 2026 and was intended to examine 3 local authority benefits (Council Tax Reduction Scheme, Free School Meals and Schools Essentials Grant; ‘the Phase 1 benefits’) and how they are accessed to understand how we can improve the user experience and how we can use this experience to support the work to streamline Welsh benefits. The expressed goal was all local authorities in Wales delivering the 3 selected benefits more coherently with an ambition for people across Wales to only have to provide their information and supporting evidence once to claim Council Tax Reduction Scheme, Free School Meals, and School Essentials Grant. 

This document provides an overview of progress by the Steering Group against the priorities set out in the SWB Phase 1 route map. It sets out a number of recommendations on how to further embed and realise the benefits of the Phase 1 work. The recommendations are not in any priority order, and each is considered vital if we are to maintain progress and momentum on delivering against the Welsh Benefits Charter going forward. The report also provides a record of the range of outputs (tools, reports, best practice) generated as part of the programme. It does not seek to repeat the detail within each of these products, and we would urge readers to explore these further through the relevant links included in the report. The report is organised by the five strategic themes, summarising actions taken, outputs delivered and any lessons learned.

It must be noted the aim of the Phase 1 route map was not to prescribe all the activities that would be undertaken as part of the programme rather to provide high level direction with the aim of shifting delivery of Welsh benefits further along to the end goal of a streamlined approach. Similarly, the route map was not intended to prescribe an approach or structure for implementation of the programme. As a result, some of the activity originally outlined in the route map may have been changed or considered no longer required as we have progressed with delivery of Phase 1. Our programme structures also flexed and adapted to the work as we progressed with much of the work moving from workstream led to stakeholder led, managed through a central core team of lead officers.

This report demonstrates the significant amount of work undertaken over the last 12 months as part of the Phase 1 route map. One of the primary outcomes is the work led by the WLGA which has highlighted the complexity of the application and administration landscape across the 22 local authorities, with many different approaches, processes and systems in place. This is important to understand as this has meant whilst the local authority ambition to make service improvements is there, it is often difficult to get universal changes implemented at pace given the different starting positions for each local authority and that each authority has its own existing systems, processes and governance arrangements already in place. It also highlights the challenges of delivering a ‘one size fits all’ model which is replicable across all 22 local authorities due to the various systems and operating models that exist.

Nevertheless, the work of the Steering Group shows that despite complexity in administration, legislation and data sharing, it is possible to simplify the user experience in cases where an application is required or where data is already available to local authorities.

The Steering Group, with close collaboration from a number of local authorities in Wales, have been able to map the wider data landscape in which the 3 Phase 1 benefits are delivered. We have shown that, with the appropriate data sharing agreements in place, it is possible to use existing data sources to identify, target and in some cases ‘auto enrol’ individuals against the 3 Phase 1 benefits. 

Auto enrolment in this case, and throughout this report, means local authorities use the data they already hold to complete the statutory administrative steps needed to determine someone’s entitlement to Phase 1 benefits. Auto‑enrolment therefore reflects a streamlined administrative approach for the local authority and provides individuals with easier access to their entitlements. However, it does not always constitute an automatic award, additional information such as bank details may be required and or an implicit / explicit acknowledgment of willingness to receive the benefit (following confirming entitlement). Auto enrolment also does not bypass any of the requirements for local authorities to make formal benefit decisions.

We have also shown how, for the 3 Phase 1 benefits, existing data can be used to substantially reduce the amount of information an applicant has to provide where applications are necessary. We recognise however that administrative resources and structures (staff capacity and budgets) may limit the ability of local authorities to adopt a more proactive approach to using data to target eligible individuals.

Recommendation 1

“That all local authorities put in place the relevant data sharing agreements and structures to enable the use of existing data to both proactively identify, target and ‘auto enrol’ eligible individuals and minimise the information required when applications are necessary.”

The development of a single intelligent digital application form shows that it is possible to have a form which covers all 3 of the Phase 1 benefits (and potentially Housing Benefits), which is intelligent enough to respond to individual circumstances and only seek the information required for that individual. The form draws on data already held by or available to a local authority significantly reducing the information required from applicants. While there may be additional contextual challenges within local authorities, we have shown that a single digital application form approach could be integrated into existing processes, and we will have put in place a number of products which will enable local authorities to adopt this approach going forward.

Recommendation 2

“That all local authorities adopt the learning from the form development work and move towards use of a single, intelligent application form for the 3 Phase 1 benefits.”

Delivering a person-centred approach is the central driver behind the Welsh Benefits Charter, the Phase 1 Route map and the work of our Steering Group. Our research has shown that people, especially marginalised groups , are struggling to access their entitlements, that the process is sometimes hard to understand and there are barriers to accessing support. The Workforce Survey and Process Mapping has shown that in some cases resource limitations within local authorities are preventing the more proactive approach to delivering entitlements that officers want to deliver and limiting activity towards reactive processing of claims. We have provided some of the tools, resources and best practice which can help deliver a better user experience and shown that actions can be taken to raise awareness and give access to entitlements. But the Process Mapping in particular, shows that more can and should be done, and this will require leadership at all levels and a willingness to change the approach to delivering Welsh Benefits.

Recommendation 3

“That local authorities work to deliver a cultural shift away from simply managing benefits towards one which pro-actively promotes access to entitlements, actively promoting the use of data within and across the local authority as part of this.”

The complexity of the benefits landscape extends beyond that of administration at a local authority level. The work of the Steering Group has also identified complexity as a result of legislative frameworks (at both a devolved and non-devolved level) and as a result of policy decisions (for example on earned income thresholds, or the introduction of Universal Primary FSM). Whilst we recognise that there may be a sound basis for some of these complexities, particularly on earned income thresholds, there are opportunities for simplifying approaches, reducing complexity or reducing the administrative burden on local authorities. This might include for example amending legislation to provide more flexibility around requirements for re-calculating Council Tax Reduction awards for those whose incomes fluctuate on a monthly basis or guidance or legislation on the frequency of review of entitlement for free school meals.

Recommendation 4

“That all stakeholders continue to identify opportunities to reduce complexity at a legislative, policy and operational level and find practical and affordable solutions to resolve.”

Our work has shown that accessibility issues extend beyond the issue of data and digital application forms. It is in how we communicate, how we present or collect information, how we support our customers and how we support our more marginalised communities. These are all areas which have been covered in the workforce survey, Process Mapping, our accessibility audit and our research on the experience of marginalised groups with each putting forward a number of findings and recommendations, findings which are predicated on the 3 Phase 1 benefits but impact on the delivery on any and all benefits in Wales. Similarly, the workforce survey and Process Mapping have identified challenges relating to application windows creating seasonal surges on staff capacity while lack of clarity on means tested Free School Meals and universal provision is driving enquiries and duplicate applications, as well as lost entitlement. Whilst some of the challenges have been taken forward as part of our own work a number will require implementing as this work continues.

Recommendation 5

“That the Welsh Government and local authorities take forward the recommendations and findings in the workforce survey, Process Mapping, accessibility audit and research on the experience of marginalised groups to ensure accessibility to benefits in Wales.”

The Steering Group has highlighted the funding pressures associated with increasing take up, although we have not been able to fully quantify what the current take up gap is and therefore what the ultimate financial cost of increasing take up will be. We also recognise that there are existing capacity and resource constraints which will act as a barrier to local authorities achieving the cultural change we refer to above, although again we have not been able to quantify this. 

Recommendation 6

“That local government set out the cost in moving to 100% take up rates for the 3 Phase 1 benefits.”

It is clear from the report that despite significant progress and despite demonstrating what can be done, we have not yet been able to achieve the overall ambition of a more simplified and streamlined user experience in practice. Unfortunately, therefore identified challenges remain for people wishing to access Welsh Benefits. To continue to deliver our shared ambition and the shared commitment for a more compassionate and user focused approach and to tackle the ongoing challenges to accessing Welsh Benefits, it will be vital that both the Welsh Government and local government continue to prioritise this work and provide the strategic leadership which has underpinned the Welsh Benefits Charter to date. On a more practical basis local authorities must continue to push forward at pace with the adoption of the tools, models and approaches which have been developed through this Phase 1 work. It is clear from our work that this will take time, however if we continue to avoid the changes that are needed then people, particularly those who are more marginalised and, in most need, will continue to miss out on their entitlements.

Phase 1 priorities

• Understand all administrative functions in local authority delivery of Welsh benefits and identify simplification opportunities.
• Understand legislation and policy governing eligibility criteria; identify overlaps and alignment opportunities.
• Identify processes for seamless and consistent delivery of the 3 benefits.

Progress/outcome

The Steering Group recognised the central role that local authorities will play in this project and have been working closely with WLGA to understand implications for them. The activities under this priority have therefore been focused on understanding the current position and identifying how local authorities can be supported to better align the processes for the 3 Phase 1 benefits. 

An early report by the SRO group provided a high-level overview of systems and processes used as well as consolidation of the main barriers faced by LAs and helped to highlight the significant complexities and variations in approach within the 22 local authorities in Wales. The report featured a number of areas for focus, including around clarity on the legislative requirements and guidance for each of the 3 benefits and how they are administered, and suggested additional work packages including a detailed Process Mapping for each local authority.

In April 2025 the Welsh Government agreed a £500,000 grant to the WLGA and local authorities to support the delivery of the Phase 1 route map and in particular to undertake the Process Mapping and workforce and user surveys.

The WLGA have subsequently undertaken Process Mapping workshops with all 22 local authorities. The Process Mapping report builds on the SRO report and provides a detailed understanding of exactly how all 22 local authorities deliver the 3 Phase 1 benefits and the resources available to support their delivery. The mapping goes beyond the initial point of entry for benefits recipients and includes the back-office functions / administration and interfaces with the various paying solutions which local authorities use. This work has again highlighted the complex landscape in which the 3 benefits are delivered, the data collection / management challenges, the different organisational structures, the different IT systems and the different caseloads which each local authority face. This work has provided a clearer understanding of the current delivery landscape and now provides a solid platform on which future service improvements can be made, although it has to be recognised that it is likely that this work has already provided a catalyst for service improvements within some local authorities.

As part of developing the understanding of the 3 Phase 1 benefits, the Steering Group reviewed the policy intent, eligibility criteria and legislative basis for each benefit. The policy and legislative framework has consistently been cited as a potential barrier by local authorities to the alignment of the administration of the 3 Phase 1 benefits. This is an area the Steering Group has also raised with the Welsh Government. On policy intent, it is recognised by the Steering Group that there are benefits from having different eligibility thresholds, for example in reaching different groups or in preventing significant cliff edges when moving off benefits. However different eligibility requirements can impact on take up and accessibility. It is also recognised that currently there are limitations to what can be done in the short term around legislation given the time such changes take to implement. 

Both eligibility thresholds and the legislative framework however are not insurmountable barriers to the streamlining of access to the Phase 1 benefits. Although we recognise further work in this area could deliver process improvements and increase take up amongst the most disadvantaged. For example, changes to the approach to recalculating awards for Council Tax Reductions to introduce a tolerance may help those whose income fluctuates each month, we know that this is being considered as part of the work undertaken in Local Government Finance Reform. Similarly reviewing the eligibility thresholds for Free School Meals and expanding secondary school provision to include all those on universal credit would simplify administration and improve access for applicants.

In delivering the Phase 1 Route map the Steering Group has focused on the development of a more streamlined application process. One of the main routes to accessing entitlements (particularly for Council Tax Reduction (CTR)) is through Universal Credit (UC). When applying for UC, an individual can confirm that they wish for their details to be used to assess for CTR, this data is then shared with local authorities who use this to assess entitlement and award a CTR. As a result of the work of the Steering Group, 21 of 22 local authorities now use this data share to auto assess and auto award for CTR. We discuss the further use of such data later on.

For a number of applicants however, an application (paper or digital) to a local authority remains the route to receiving one or more of the 3 benefits. The Steering Group identified that in many cases an applicant may have to fill out multiple application forms repeating the information they provide at each point. In some cases, application forms do not meet current accessibility requirements and often ask for information which is not always needed.

With funding from the Welsh Government, the Centre for Digital Public Services have worked with the Steering Group to develop a single intelligent digital form which could be used for all 3 of the Phase 1 benefits (later to include Housing Benefit applications also) ‘the Pathfinder project’. Initially working with 6 local authorities they were able to develop a single application form concept which worked with existing data sources to simplify the process. From this concept work CDPS then worked with Torfaen County Borough Council to build and test a single application form. A full report on the work undertaken is available on the CDPS web pages.

Testing found the simplified digital application form significantly improves the user experience for applicants without increasing local authorities’ workload. We recognise in taking forward the work on a single digital application form this will not address all application issues, particularly for those who are digitally excluded, however the principles of ‘tell us once’ and a single application form for all the Phase 1 benefits in scope should be deliverable in hard copy form or as part of any face-to-face support.

User testing of 4 local authorities’ existing application forms in comparison with the simplified digital version showed the new design significantly reduces completion times, by asking far fewer questions and using simple, plain language. Nearly a quarter of participants might have abandoned the existing form due to its length and complexity, while no participants said this about the simplified digital form. Overall feedback described existing forms as too long, repetitive and difficult to navigate, whereas the new digital version was viewed as clearer, more proportionate and easier to complete.

Case processing tests conducted by Torfaen’s assessors found working with the output of the new digital form did not increase processing times or the risk of errors in comparison to their existing forms. They were still able to access all the information they needed to conduct an accurate assessment. In several tests, working with the new form’s output was faster, and perceived to be easier, less risky and preferred by assessors. 

The Process Mapping exercise has shown us that there are significant complexities within local authorities which might affect the roll out of a single digital application form approach, particularly around form hosting and integration with existing back-office functions. However, the work of the Steering Group has shown that it is possible to create a single digital application approach, in line with the tell us once principle, to simplify access to entitlements for applicants who are able to use an online system.

A number of products are included as part of this report to help local authorities take forward the adoption of a single, intelligent digital application form (although the principles and approach can help inform the delivery of single paper application forms also).

1. Prototype: a mock-up of the digital form to demonstrate the applicant experience
2. Process flow chart: the logic used to only show applicants questions relevant to their circumstances and the supporting rationale  
3. Form content: the suggested wording for the questions and explanatory information for every page of the form

An important component of the ‘tell us once’ principle which underpins the Welsh Benefits Charter and the Phase 1 route map is to use information in as seamless a way as possible to enable individuals to access their entitlements. The integration of the single intelligent digital application form can be a significant part of supporting this.

The work of the Steering Group shows that there are significant complexities within the existing system with 22 different ways of delivering the 3 Phase 1 benefits and with each local authority at a different stage in their service improvement journey. This complexity has meant that the pace and scale of change originally envisaged in the route map has not been possible. The Steering Group have however shown that it is possible to deliver a single intelligent and streamlined digital application process which could greatly simplify the user experience for those who can access digital technology.

Phase 1 priorities

• Undertake user research to understand barriers for marginalised groups and workforce.
• Identify audiences and stakeholders for engagement.
• Develop a communication strategy and toolkit for consistent messaging.
• Carry out accessibility audits on application methods and promotional materials.

Progress/outcome

Many of the organisations participating on the Steering Group have experience in advocating on behalf of those who struggle to access their entitlements. There is an argument that the current benefit system works for a proportion of those who need to access it even if it could be easier to access. But we know that it does not work for some, as is highlighted in the Bevan report ‘Making the case for a Welsh Benefits System people’s experiences’. Research undertaken by CDPS on behalf of the Steering Group on the experience of marginalised groups highlighted accessibility, complexity, a lack of trust in the system, a lack of awareness of benefits and a lack of understanding of eligibility were all barriers to access benefits. Furthermore, the research stresses that as the benefits are there as a lifeline or safety net many users are often going through traumatic life events when they interact with benefits, and the process can cause stigma or be stigmatising.

The research focusses on a number of actionable recommendations on how to improve the application process, many of which aligned with the actions within the Phase 1 route map or the observations of the SRO Group. A number of these actions have been taken forward as part of the CDPS led Pathfinder project on a single, intelligent and streamlined digital application form 

Building on the above, officials from the Welsh Government conducted a high-level accessibility audit, examining all 22 local authority websites, concentrating on the process to apply for the 3 Phase 1 benefits. A number of recommendations were included in the audit report to improve accessibility and should be taken forward by local authorities as soon as possible. To support work on accessibility we would recommend local authorities consider the Digital Service Standards for Wales.

As a pre cursor to the more systematic Process Mapping exercise, the WLGA undertook a Workforce Survey to explore experiences, barriers, and good practice around processing claims for Council Tax Reduction, Free School Meals, and the School Essentials Grant. 138 staff across all 22 local authorities responded to the survey and a summary has been published on the WLGA website. The survey reinforces a number of the actions within the Phase 1 route map and highlights further actions which can be taken either as part of Phase 1 or following its completion.

The findings identified common challenges affecting benefits administration across Wales, including infrastructure gaps, lack of automation, customer confusion (due to unclear messaging and eligibility), limited access to data, resource pressures and seasonal application surges, alongside innovative approaches local authorities have developed to improve efficiency within these constraints. Some of these themes have been explored further under the Process Mapping, which has been addressed above.

In addition to the workforce survey, the WLGA has undertaken research with local authorities on customer contacts and complaints relating to the 3 Phase 1 benefits. The findings indicate that the approaches to quantifying and handling queries vary significantly both between local authorities and across benefits. A high proportion of queries relate to eligibility and status checking, with confusion around Universal Credit in particular generating additional contact for Council Tax Reduction (CTR).

All 3 of the WLGA led research products (the Workforce Survey, the Process Mapping and the customer contact and complaints research) highlight a number of systemic issues. These include issues around staffing pressures, manual processes, avoidable demand, uneven adoption of technology, local variation and operational pressure from national policies. It is clear from these reports that more work is needed beyond the delivery of the Phase 1 route map if we are to achieve the ambitions outlined in the Welsh Benefits Charter.

Communicating progress has been an important consideration of the Steering Group, and this report provides a summary of the progress we have made. During this first phase, most communications activity has been centred around stakeholders within local government and third sector partners as there have been no changes that the public need to be aware of. A stakeholder mapping grid was developed early on to ensure that communications are targeted at the right people and that all parties are kept informed of progress. Communications with stakeholders have included a dedicated web page with minutes of Steering Group meetings, show and tell workshops, newsletters, presentations at SRO group and Partnership Council as well as Ministerial statements issued to plenary.

The work of the Steering Group has further reinforced existing evidence that barriers remain to accessing the 3 Phase 1 benefits. A number of recommendations identified through the research outlined above have been addressed as part of the Phase 1 programme, but it will be for the Welsh Government and local government to take others forward as they deliver their service improvements. It is important to recognise that due to the complex landscape some of these changes may be easier for some local authorities than others and may take longer than others to implement.

Phase 1 priorities

• Ensure all application methods and promotional materials are accessible.
• Test flexibility of current systems and signposting.

Progress/outcome

Exploring the current user experience of the Welsh benefits system has been a core part of the work of the Steering Group, be that through the CDPS led research, WLGA Process Mapping and contacts and compliments research or the accessibility audit which have been discussed above.

It is clear that the current process is working for many people, or at least that a significant proportion of people can access their benefits through the current systems. Work within the Phase 1 route map however has shown that there are those that continue to miss out on their entitlements and our research has shown that even for those who are navigating the current system, process improvements can be made.

The Marginalised User Research for example highlighted that many forms are long, complex and onerous and are challenging to complete, particularly for neurodivergent people and the complexity of application forms can be a barrier to applying. We recognise the findings however do not just relate to Welsh Benefits but to all benefits and financial support including those administered by central government bodies such as the Department for Work and Pensions 

Similarly, the workforce survey highlighted customer confusion around benefit types and eligibility driving duplicate applications and missed entitlements. 

Resolving these issues were a significant driver for the work to develop a single, intelligent and simplified digital application form and in supporting the sharing / re-use of data.

Early work by CDPS on the application process shows similar outcomes to the more comprehensive Process Mapping exercise conducted by WLGA, that there is significant variation in how the current systems work. The CDPS research also shows significant variation in the amount of data a local authority might ask from a user to assess eligibility.

User research on the digital application form developed by CDPS, working closely with Local Government, shows that it is possible to deliver a form which is significantly quicker for the user to complete and which avoids unnecessary and repeated data entry. Back-office testing also shows that while the user journey is simplified, the form should not create hidden extra work for local authorities handling cases behind the scenes. 

The Process Mapping however does show that the landscape around form building and integration with back-office assessment / paying solutions within each local authority is complex and not uniform. This may present challenges at an individual local authority level to improving the user experience but the primary products from the CDPS work on the single digital form provides a sound basis for any roll out going forward. Future phases of the Streamlining Welsh Benefits work may wish to consider exploring solutions to integrate the digital form solution with back-office IT functions, this would potentially offer opportunities for efficiencies in the processing of applications and make the digital form more appealing to a wider number of local authorities. 

Data use and data sharing has been identified as a significant issue which might create pinch points or duplication in processes and is important in streamlining the user experience and delivering on the ‘tell us once’ approach. This is explored further in the next section. 

The work of the Steering Group shows that whilst the current system is complex and varies across Wales it should be possible, through adopting the approaches, best practice and recommendations of the Steering Group, to deliver a more person-centred approach to the delivery of Welsh benefits. This may however need a cultural shift away from simply managing benefits towards one which pro-actively promotes access to entitlements.

Phase 1 priorities

• Develop baseline understanding of data capture and duplication.
• Capture requirements and barriers for data sharing.
• Produce guidance on data sharing and use.
• Share best practice and lessons learned.
• Develop coherent promotion of Welsh benefits.

Progress/outcome

As we have noted previously, understanding the flow and use of data has been an important part of the Phase 1 work. Essentially there are 2 ways in which a user can provide data to a local authority for the purposes of assessing and awarding the 3 Phase 1 benefits. The first is via data which is shared with local authorities by DWP, either directly under data share agreements or can be accessed via data sharing portals. The second is via direct application or applications; online, in person or in paper form.

The development of the single simplified digital application form by CDPS needed an understanding of: 

1. what local authorities must know to assess a claim for each benefit and 
2. what of this they can access through existing data sources

CDPS could not find definitive sources for this information and views differed across local authorities. The result of the CDPS data modelling  exercise shares the informed estimate of the data requirements underpinning the single form design. In terms of data shared by DWP, currently where an applicant has confirmed that they want the data they provided for a UC application to be used for Council Tax Reduction, 21 of the 22 local authorities will use that data to automatically assess and award for Council Tax Reduction. 

In January 2025 as part of exploring the use of data to improve take up, the Welsh Government awarded a contract to Policy in Practice to provide licences for the use of their Low Income Family Tracker (LIFT) data analytical tool, and operational support to 12 local authorities who volunteered to participate in a data-led benefit take-up initiative. There were 2 local authorities that had already purchased the LIFT tool so a total of 14 took part in the work. The purpose of the pilot was to evaluate how data analysis can increase benefit take‑up. The local authorities used DWP data provided to local authorities to directly target residents within their LAs and encourage them to claim benefits including Free School Meals, Schools Essentials Grant and Council Tax Reduction Scheme. A case study was undertaken on how this improved take up of SEG in Neath Port Talbot.

A review of the pilot was published on 24 March 2026. 

An integral part of the pilot was the development of robust Data Processing Agreements, Data Protection Impact Assessments, and Data Reuse Requests to obtain the necessary internal and external confirmations that they were following legal and regulatory requirements with the use and/or sharing of their sensitive data.

We have worked with the Chair of the SRO Group and Wrexham County Council to further develop the concept of re-using DWP data for the purposes of assessing and awarding the 3 benefits. This has enabled the local authority to directly target and ‘auto award’ benefits. (in order to satisfy legislation ‘auto award’ in this specific case is to provide an opt out should an individual / household not wish to receive the benefit). Template data re-use requests and a model Data Protection Impact Assessment have been developed as part of this Phase 1 work and shared widely with local government. A show and tell event was held on the 5 February 2026 to share learning from this exercise with all local authorities (Revenue and Benefit leads and Data Protection officers).

The work of the Steering Group on data sharing shows that it is possible to use the data provided by the DWP to both target and proactively enrol eligible households, and to support the roll out of a single streamlined digital application form.

It is recognised however that in some cases a local authority may need additional information such as bank account details for payments, or confirmation of which schools a child might attend, however using the data in this way means that a local authority only needs to ask for the additional information and not require a full application in line with the ‘tell us once’ principle. 

All local authorities will also use the data sharing portals provided by DWP to check eligibility for benefits; in the majority of cases this is to check information provided by the applicant is correct. However, we recognise that the Process Mapping work has raised some concerns on the quality of the DWP data. 

Where an application is required, data barriers are fewer. Data is gathered under the local authority’s own privacy notice and therefore, provided the notice is appropriately drafted, there should be no barrier to the data being used for the purpose of all 3 Phase 1 benefits. However, the Process Mapping work has identified situations where a local authority’s own internal administrative processes can be a barrier to sharing / moving data where applications are processed in separate departments.

The digital application form developed by CDPS seeks where possible to use data already available to a local authority via the data sharing portals to improve the user journey. Where possible, the form seeks sufficient information from an applicant which would enable the local authority to source the remaining information from the data sharing portals as opposed to using the portal to check the data provided as is currently the case. Local authorities would therefore not be asking for information which an applicant has already provided, again this is in line with the tell us once approach. Where this is not possible (for example if an individual is not receiving Universal Credit or has not applied for Universal Credit) the digital form is intelligent enough to allow for the information to be provided by the applicant.

The Process Mapping work however does highlight potential administrative / structural barriers, where benefits are managed or processed within different departments or where the quality of DWP data may be an issue. We do not believe these structural issues are insurmountable although we recognise they may take more time to address. 

Much of what we are including in this report has already been provided by and shared with local authorities (including data protection officers) and other stakeholders, with many already taking the opportunity to explore as part of their continuous service improvement journey. CDPS have held regular show and tell sessions on their work to map data and on the development of a single digital application form. The experience of the 14 local authorities participating in the data analysis pilot has been shared as part of best practice meetings and Wrexham County Council provided a case study ‘show and tell’ event demonstrating how data can be re-used to target and ‘auto enrol’ eligible individuals. Similarly, individual Process Maps have been shared with every Local Authority who participated in the Process Mapping work as has the Process Mapping report itself. Many of the products which are included in this report will be made available through the Welsh Government, WLGA or CDPS websites ensuring that these valuable outputs can be easily accessed and adopted. It is hoped that as more local authorities take this work forward their learning will be shared via the WLGA networks.

The work of the Steering Group has shown that local authorities have access to a wealth of existing data on individuals who may be able to access support. We have also shown that with the right data re-use agreements in place it is possible to use that data to both streamline existing approaches and to target and, in some cases, ‘auto enrol’ individuals. Where additional information is needed it is also possible to design approaches which seek the additional information only and not force applicants through the full application process.

Phase 1 priorities

• Map training offer and skills gaps for benefits delivery staff.
• Report on data captured by local authorities and the Welsh Government.
• Develop logic model and visual representation for Phase 1 benefits.
• Agree approach to evaluation.
• Develop consistent signposting to advice services.

Progress/outcome

The primary focus of the Steering Group, and the work under the Phase 1route map, has been focused on making improvements in the here and now for users, and how we can improve the user journey. 

We have previously discussed the data landscape and the data mapping produced by CDPS. The Welsh Government currently do not collect or hold personal data relating to the 3 Phase 1 benefits, this is held exclusively by local authorities and/or DWP. We have already shown that with the right data re-use agreements in place local authorities should be able to use data provided by DWP to proactively target and ‘auto enrol’ eligible individuals and a single application form has been designed to collect the minimum data needed to assess eligibility whilst being intelligent enough to capture all data where required. Similarly, it should be relatively straight forward for local authorities to share data between departments where they are the data controller or where they collect data via their own application forms.

Early findings from the workforce survey have identified areas for shared learning and more formal or informal guidance, these might include on data sharing, data availability from DWP and the benefits landscape more generally. Given the different approaches some local authorities take to managing data there may be opportunities for more sharing of best practice and experience in using data, particularly internal data and data from DWP to improve benefit take up. 

Whilst we have set out a clear logic model for the work around streamlining Welsh benefits we have not yet looked at how we evaluate for the longer term. The Process Mapping led by WLGA will provide a baseline position on how the 3 Phase 1 benefits are currently administered, and the work of this Steering Group has shown that it is possible to streamline the user experience through service improvements. It is now for local government, with the support of the Welsh Government, to drive the implementation of these tools within local authorities. As part of this consideration should be made on how to evaluate the impact they have had on take up. Part of this may be to agree a baseline take up rate of the 3 Phase 1 benefits, something which we have unfortunately not been able to establish within this phase of the work.

On signposting, the accessibility audit has made a number of recommendations for local authorities to consider in order to develop a more consistent approach across all departments to signposting to advice services including signposting to the Welsh Government benefits calculator and advice services.

Throughout this process we have, as a group, noted the collective challenge in relation to funding an increase take up of the 3 Phase 1 benefits. Whilst funding should not be a barrier to people accessing entitlements it is recognised that an increase in take up of entitlements will put additional pressures on limited resources. Exactly what this ‘funding gap’ might be is something we have been unable to determine within this Phase 1 project and remains an outstanding action which local government and the Welsh Government should seek to resolve. 

We also recognise that shifting to a more proactive approach to delivering access to entitlements or ‘auto enrolment’, will require a change in approach, systems and administration within local authorities. This will not be without cost and whilst back-office administrative change was not the focus of the Phase 1 work, to truly achieve the changes we all want to deliver the costs associated with streamlining administration processes (IT and Human Resources) it needs to be part of an ongoing conversation. 

Finally, there is always potential for further changes which might improve the streamlining of Welsh Benefits. For example, local authorities have been calling for changes to the rules around recalculation of CTR in particular to support the administration of those claims where income can go over and under thresholds in any given month. We understand that conversations are ongoing with policy officials within the Welsh Government to explore these changes. 

Also, the Welsh Government are regularly called on to change the earned income eligibility thresholds for FSM, particularly in secondary schools, something which we have identified with the Welsh Government and which may improve / simplify administration. These conversations need to continue. However, with potential future change in mind, the solutions we propose have been designed to deal with change, to deal with complexity so that any future change should be able to be accommodated and any gains on user experience are not eroded.