Online DLA applications,

We help clients fill in DLA forms, usually over one or two appointments, with the adviser asking questions and writing on the paper form. We currently keep a photocopy, send the client away to add bits (eg statement from someone who knows them, a diary for the back page) and they or we can post it.

We’re interested in saving printing costs, and perhaps being a bit more efficient. One change we will make is to keep a scan rather than a photocopy, but has anyone got much experience of using the e-service application? We don’t use it routinely, but it does seem perfectly usable. (There is also an onscreen pdf form, but that has to be printed off, which defeats our purpose.)

‘Benefits and Work’ say “claimants can give their User ID and password to a trusted individual or organisation, such as a CAB or a disability group dealing with their particular condition. A knowledgeable adviser can then read, discuss and amend the evidence in the claim pack with the claimant - though both can’t access the pack at the same moment - before it’s sent to the DWP.” Having worked with the online Debt Relief order system, I’m a little sceptical of this always working well in practice. Are there any glitches or issues we need to be aware of when assisting clients with the online DLA application? Should we have started offering it years ago?

http://www.dwp.gov.uk/eservice/#
http://www.dwp.gov.uk/advisers/claimforms/dla1a_adult.pdf
http://www.benefitsandwork.co.uk/news/news-archive/154-dla-claims-revolution-who-will-be-the-winners-and-losers

In theory the on-line claim form is a workable solution for your goal of reducing printing costs, however paper forms that are ordered give the client several weeks during which they can seek advice, get additional information and tweak before sending and the start date for DLA entitlement will always be the day the form is ordered (assuming it’s returned in time). This is not possible with on-line claim forms as it is the day the DLA unit receive/process it that sets the claim start date.This will mean clients missing out on weeks of DLA plus any linked benefit entitlement.

Given that CAB promotes giving the client their options, the decision on how to proceed should be theirs and they should be aware of the potential loss of money by completing an on-line claim, if they then chose to complete an on-line claim there is no problem. Your suggestion to scan and save forms seems to solve the potential loss of money and means you have easy access to the forms in the future. Plus you can email the form to the client if needs be.

We have trained all our gateway assessors to prepare clients for DLA appointments so that they have guidance about DLA, how to keep a diary (if necessary), what sort of extra info to bring to appt etc and this has really helped to maximise our time spent at appointment with the client.

Chaos

What are your reasons for copying the form - we used to but stopped as we found that we didnt use them.

Chaos - I don’t think the date of claim should be a real issue for us, the claim is “accepted on the system” when you start the online application, not when you finish it (as long as you complete in 6 weeks). You should actually have more time this way than the paper form, as you don’t have to wait for the post. Eg I started a test run today, and once I clicked to say I want to make a new claim it told me:
“We have recorded the following date as the date from which you wish to make this claim for Disability Living Allowance   2-2-2011
We will take the claim from this date as long as you submit it by the date shown here.
If you do not submit your claim before this date, you may lose money.    16-03-2011”

Nicky - in theory we want the form so that we can check the adviser’s work (we don’t tend to go into great detail in the case write-ups about what the client said about their condition, and how that was related to the application). It can sometimes be useful when we find out a client’s award to have a look back at the form, and see if we think we should suggest an appeal. We also want a back-up in case a form is lost in the post, which has happened in the past [and again just this week]. It can also occasionally be useful when a client returns for a renewal, though we’re cautious about referring back and assuming conditions are unchanged.
And for the record, BMIS [edit - the CAB’s management info system] says “copies of all letters notes and other documents relevant to the case should be kept with the case record”, I don’t know whether an auditor would really expect that to include copies of ben forms..

Hi Nicky. We copy the forms up here as there are so many DLA applications refused that we are forever asking for revisions and appeals. We keep them for reference to help us with more info when asking for revisions combined with any more new medical evidence that we can get in the mean time.
I would find it extremely difficult to do this without the original form to refer to.

there is a form that they supply as a pdf than can be saved to PC and TYPED and saved as you go - the spaces expand to enable you to put more in as required - i find that one very useful on the rare occasions i help complete one, as it means you can put stuff in in more detail, and legibly!

here’s the link to that one

http://www.dwp.gov.uk/advisers/claimforms/dla1a_adult.pdf

and if i’ve filled it in, it’s best practice to keep a copy

If the on-line vesion enables you to do this now (it did not previously) then I think this is a very useful tool for your purposes. It will certainly save scanning time too.
Chaos

Chaos, you may be thinking of the pdf version that you type in to, which is only accepted when you send in a print-off. The actual online application is registered, saved and submitted on the department’s system.

I’m assuming from this that no one has run into major problems with the new-fangled routes to apply.

Hi

We do online DLA claims routinely, esp for special rules claims. We save the PDF and attach it to CASE.  The client can then submit via post any supporting information.

We do have problems with the online service crashing and freezing on a regular basis. Sometimes this means that it would have been far quicker to do a paper claim.