Description:
The Universal Credit digital system requires SMS verification to access an account. In areas with poor or no mobile signal, claimants cannot receive the verification code, preventing them from logging in or responding to time-critical messages. This effectively excludes rural residents from managing their own claims.
Desired Outcome:
DWP to provide an alternative verification route (email or voice call) for claimants unable to receive SMS messages, ensuring full accessibility regardless of mobile signal quality.
What Could Go Wrong:
Claimants in poor-signal areas may miss deadlines or fail to comply with requests, leading to wrongful sanctions, payment delays, or termination of claims.
Current Situation:
The UC platform enforces SMS-only verification. The user received an email instructing them to check their UC account but could not log in due to no mobile signal, leaving no alternative means to confirm identity.
Action Strategy:
Raise the concern through UC feedback and DWP accessibility channels. Document cases from affected regions and propose an immediate system update allowing email or app-based authentication, with an option to flag “no mobile coverage” at registration.
Concern Category:
Exclusion
Location:
UK
Analysis: Open Mindmap for C00403
| Snapshot History |
|---|
| C00403_251111.pdf |
| C00403_251110.pdf |