DWP Stakeholder Sessions for advisor insight: non-English speakers and universal credit

The DWP requests insights from advisers who help people with limited English on universal credit particularly on challenges around translation services, using UC journals, and receiving appropriate ESOL support. There will be sessions on 3rd and 4th March to gather insights.

DWP sessions to gather advisor insights on non-English speakers experiences + Universal Credit

Dates:

Tuesday 3rd March 10-11.30 am

Wednesday 4th March 2-3.30 pm

Location: Online

' We are interested in identifying the pain points faced by ESOL customers communicating with DWP particularly issues surrounding translation services, using Universal Credit journals, navigating telephony system and receiving appropriate ESOL support. 

Why:

DWP have advised that recent feedback indicates that customers with limited levels of English may face significant challenges when interacting with Universal Credit (UC) services. These challenges include understanding journal messages, navigating telephony systems, accessing interpreters, and receiving appropriate ESOL referrals. 

Language barriers can lead to misunderstanding of commitments, missed tasks, and increased stress, which may impact compliance, outcomes and customer experience.

We would like to gather evidence on these issues to inform future improvements. 

Why Your Input Matters:

We believe that our shared clients’ experiences are crucial to shaping a better system. Their stories of dealing with DWP processes will help us identify not only practical pain points but also the emotional toll that poor customer service can have on their lives. We are especially interested in capturing their feelings, anxieties, and any challenges they’ve faced when interacting with these systems. These personal insights, the people behind the numbers, will help guide us in designing solutions that are empathetic and truly responsive to their needs. 

Your role as a trusted stakeholder places you in an ideal position to gather these experiences, and we would greatly value your assistance in doing so. By contributing to this project, you’ll help ensure that the vulnerable customers we serve are not only represented but that their experiences play a central role in improving the systems they depend on. 

How You Can Help

As stakeholders you are best placed to deliver a voice for the client group around: 

• Any difficulties or frustrations they’ve had when interacting with DWP using Interpreter services 

• Any barriers or challenges faced when liaising with UC via telephony, journal message system or face to face appointments

• Their feelings, anxieties, or positive experiences with these systems and services.

• Suggestions on how these processes could be made more accessible, user-friendly, and emotionally supportive.

  
  

There will be two Microsoft Teams sessions to choose from to provide us with your valuable insight:

Times & Dates

Tuesday – 3rd March – 10am – 11.30am  

Wednesday – 4th March – 2pm – 3.30pm 

Each session will cover the same material and will last no more than 90 minutes.

If you are able to attend one of these workshops, please email operational.stakeholders@dwp.gov.uk by close of Monday 2nd March with your choice of session. You will then receive your calendar invite.

If you are unable to attend but know of a colleague within your organisation that could support, please pass this invite on.'