Streamlining Welsh Benefits Steering Group meeting: 25 March 2026

• Fran Targett, Chair
• Steffan Evans, Bevan Foundation
• Harriet Green, CDPS
• Paul Lewis, Children’s Commissioner
• Simon Hatch, Citizens Advice Cymru
• Rachel Bowen, Older People’s Commissioner for Wales
• Matthew Evans, SRO Group Chair
• Serretta Bebb, Trussell
• Claire Germain, Welsh Government
• Lindsey Phillips, Welsh Local Government Association

Also in attendance

• Adam Hardy, CDPS
• Sarah Floyd, CDPS
• Jo Goodwin, CDPS
• Lauren Grech, CDPS
• Glyn Jones, Welsh Government
• Mel James, Welsh Government
• Paul Neave, Welsh Government
• Joanna Leek, Welsh Government
• Danny Owen, Welsh Government
• Alex Perry, Welsh Government
• Lisa Hayward, Welsh Local Government Association
• Emma Willis, Welsh Local Government Association
• Aled Evans, Welsh Local Government Associatio
• Michelle Schutte, Welsh Local Government Association
• Nathan Drave, Welsh Local Government Association

Apologies

Victoria Lloyd (Age Cymru), Mabli Jones (Bevan Foundation), Nigel Griffiths (Bridgend County Borough Council), Amanda Main (Caerphilly County Borough Council), Sean O’Neill (Children in Wales), Toby Jones (Citizens Advice Cymru), Rhian Davies (Disability Wales), Miranda Evans (Disability Wales), Helal Uddin (EYST), Claire Flint (Flintshire County Council), Sarah Price (Merthyr Tydfil County Borough Council), Nigel Oanea-Cram (Trussell), David Willis (Welsh Government), Ben Gibbs (Welsh Government), Launa Anderson (Welsh Government), Nerys Jones (Welsh Government).

The chair opened the meeting and welcomed Serretta Bebb and Nigel Oanea-Cram from Trussell replacing Katie Till and Paul Lewis from Children’s Commissioner for Wales, replacing Rachel Thomas.

A moment was then taken to recognise the contribution of 2 members of the group who will be leaving their current roles shortly: 

• Jo Goodwin: working for CDPS has made a significant contribution to the group since the beginning and the Chair wished her well in her new role.
• Lisa Hayward: highlighting Lisa’s significant contributions to the group and wider work through the WLGA, noting her partial retirement and expressing gratitude and best wishes for the future.

The CDPS team presented an update on the prototype single application form, covering user testing, usability insights, back-office process testing, technical feasibility, and final recommendations.

The results of user and back-office testing for the new single application form highlighted significant improvements in user experience and operational efficiency, with input from Torfaen Council and feedback from assessors and users.

Timed testing showed the new single application form reduced completion time from 27 minutes to 8 minutes, with users finding the process easier and less repetitive compared to previous forms.

Usability testing revealed all participants could successfully complete the form, including those who typically require support, and users appreciated features such as one question per page, eligibility information, and summary pages for review and editing.

Accessibility testing was limited to the prototype, and further research in the live environment was recommended, especially regarding areas like backdating applications and the 'anything else' free text box.

Back-office testing with Torfaen Council, showed the new process was 16% faster, preferred by assessors in 71% of cases, and introduced less risk in 64% of cases, with information available from alternative data sources.

The form's technical feasibility in Torfaen's systems was tested, including the logic modelling, bilingual form prototype, process flow charts, content documents, and data mapping which is available for all local authorities (LAs).

Three recommendations were provided: 

• Proceeding to a beta phase, testing the form in a live environment with a partner authority to gather real-world feedback and address remaining usability and accessibility issues before wider rollout.
• The need for a coordinated national approach due to significant variations in benefit administration, aiming to establish a shared understanding and single source of truth for LAs.
• The importance of involving more LAs in testing to capture diverse operational contexts, with process mapping by WLGA seen as critical for understanding technical and capacity challenges.

Comments from the group included asking whether the prototype was tested for readability and logic which was confirmed however it does require further accessibility testing in live environments. Whether the form is bilingual which it is. And the need to ensure progress on digital solutions is matched by support for claimants who are unable to engage digitally was also raised.

Action point 1: explore moving the prototype into a live beta with the partner authority and carry out accessibility testing (Core Team / Partner LAs).

Action point 2: maintain focus on ensuring non‑digital routes are progressed alongside digital improvements (All).

Contact and complaints research 

The WLGA team presented findings from a survey conducted across LA workforces regarding contacts and complaints related to the three Phase one benefits: Council Tax Reduction Scheme (CTRS), Free School Meals (FSM) and School Essentials Grant (SEG). The purpose was to understand query volumes, channels, reasons for contact, staffing levels, and service level agreement practices. The survey was a 10-question online questionnaire, running from 22 January to 6 February. It received 18 responses from 22 LAs and produced 55 completed surveys.

Findings:

• Most LAs cannot report query volumes consistently.
• Contact is dominated by phone and email, with major variation between LAs.
• Eligibility queries and status updates are the most common contact drivers.
• Some LAs receive over 80% of queries via web forms, an outlier worth further analysis.
• SLAs vary substantially; formal SLAs are rare.
• Universal Credit fluctuations create recurring challenges, particularly with council tax changes.

Process mapping

Findings from extensive process mapping workshops conducted with LAs were presented. There were 58 workshops held over 3 to 4 months. Each workshop focused on one of the three Welsh benefits and aimed to capture current processes, overarching issues and evidence‑based insights rather than proposed solutions.

A high-level process structure was identified across LAs which was:

• application and validation
• eligibility determination
• award or non‑award
• notification (order varied)

Findings:

• Variation and Complexity: Although the same legislative framework applies nationally, significant variation exists in process steps, level of automation, internal responsibilities and technical systems used.
• System and integration challenges as LAs use different IT systems.
• Data quality and validation challenges.
• Processing delays and dependencies.
• Customer experience challenges, confusing or unclear processes.
• Capacity and resilience risks.

Process maps and issue lists are being provided to each LA, enabling them to identify inefficiencies, duplication, and variation.

Recommendations were suggested for both Welsh Government and local government:

• Welsh Government to use the evidence to review policy, provide clearer guidance, and where feasible, consider changes to reduce administrative burden, simplify and streamline application processes. 
• WLGA to develop action plans in partnership with individual LAs, establish a community of practice, and mobilise collaborative working groups using tools like Engage for process mapping.

It was confirmed the SRO group will be maintained through the transition to the next administration, ensuring continuity and momentum for process improvement.

The WLGA's ongoing role and strategic ownership in driving the project forward was confirmed, leveraging direct access to LA leaders to keep drive continued improvement and keep streamlining Welsh benefits on the agenda.

Members strongly welcomed the comprehensive work and emphasised the value now lies in acting on the insight, not just documenting it. Members expressed local government should present a strong, unified message to the next Welsh Government that this work is a priority.

Action point 3: produce and distribute detailed process‑mapping reports to each authority (WLGA).

Action point 4: develop local action plans informed by the mapping outputs (LAs).

Action point 5: establish and convene a community of practice for shared learning (WLGA).

Action point 6: create and support a collaborative working group using process‑mapping tools (WLGA).

Action point 7: Welsh Government to review national policies and guidance using the evidence base (WG).

Action point 8: identify opportunities to reduce administrative burden across all benefits in scope (WG).

Action point 9: reinforce to the next administration the importance of continuing the programme (WLGA).

The chair introduced the draft Steering Group Progress Report for Phase One. The chair emphasised the importance of the report which captures the significant work achieved during this Senedd term. The report reflects the collective effort of local government, partner organisations, and national teams. Publication of the report is important to ensure transparency, avoid loss of learning during political transition, provide continuity for the next administration and demonstrate the level of work completed and the complexity uncovered.

The chair asked members to adopt the report at the meeting so it can be submitted to the Cabinet Secretary for publication before pre‑election rules prevent new releases.

The chair acknowledged that while there has been significant progress, more work remains, and the report is designed to ensure those future needs are visible and invited comments from members.

The challenge of differing interpretations of success among LAs was discussed, noting the importance of recognising varied journeys and the need for a shared view of what success looks like. The chair suggested that while the report need not be amended at this stage, this issue should be flagged for the next phase of work under the next administration.

The balanced and fair approach of the report and the Welsh Benefit Charter was mentioned, stressing the importance of implementing charter commitments across all LAs. Ultimately, implementation of the commitments within the Charter is the measure of success for all LAs. The chair warmly welcomed the reflection and reiterated that while LAs sit at different points on the journey, the shared commitment to improving claimant experience is clear and has driven the work forward.

The chair summarised:

• The Progress Report captures the achievements to date and the complexity still to be addressed.
• The report is essential for handing over to the next administration.
• The importance of linking to detailed evidence (e.g., mapping and research), which are referenced in the report.
• Continued commitment is essential to ensure momentum is not lost.
• All members of the Steering Group that were present indicated that they endorsed the report and requested Welsh Government colleagues to facilitate its publication and presentation to the Cabinet Secretary.
• The chair will present the report to the Cabinet Secretary for approval and publication before the pre‑election period.

Action point 10: submit the final Progress Report to the Cabinet Secretary for approval and publication before pre‑election restrictions and highlight verbally to the Cabinet Secretary the Steering Group’s reflections on alignment, future work, and the importance of maintaining programme momentum. (Chair / WG).

The minutes were reviewed page by page. No corrections or matters arising were raised.

No additional items were raised.

The chair thanked all participants for their contributions, emphasised the importance of continuing the work beyond the end of the current Senedd term, and expressed hope that the next administration will prioritise this agenda.

Participants were thanked for their dedication and impact, with specific recognition of work improving outcomes for people experiencing poverty in Wales.