My department is committed to ensuring that all customers, including older people and those with limited digital literacy, can access and complete applications for social protection schemes and services.
While online channels offer greater convenience for many, not all customers have the same level of digital confidence or access. Therefore, it is essential that appropriate supports remain in place so that no individual or cohort is excluded from engaging with our services.
To support this, the department provides a range of in-person supports through Intreo Centres, assisted digital services and alternative application channels, including postal requests.
This ensures that customers can choose the access channel that best suits their circumstances. My department also promotes the use of plain English across all customer communications to ensure that information is clear, accessible and easy to understand.
Frontline staff in Intreo Centres continue to play a central role in supporting customers who need help with applications, particularly older people and those who may not be confident using digital services. Staff provide in-person guidance, explain application requirements in plain language and offer assisted digital support where needed.
Under section 26(2) of the Disability Act 2005, Access Officers appointed in my department support people with disabilities who may need help accessing our information, services, or buildings, including booking sign language or interpretation services.
My department has introduced 55 Quiet Rooms designed to be sensory-friendly across the Intreo network to provide a calm, private space for customers who may benefit from a more supportive environment. These rooms are designed to support neurodiverse customers or those experiencing stress, trauma or distress as well as customers requiring additional time or privacy.
In 2024, the department also became a JAM Card (Just A Minute) friendly organisation. This initiative allows customers with hidden disabilities or communication difficulties to discreetly indicate that they require additional time, patience or support during interactions. JAM Cards are supported across all public offices and customer contact channels, with almost 3,000 frontline staff having completed awareness training.
I trust that this clarifies the matter.
