Could digital ID make claiming benefits easier?

All of us have to deal with the state at some point, so we can do things like apply for benefits or file a tax return.

But it’s not always easy.

In fact, chief secretary to the prime minister Darren Jones has acknowledged that “people too often dread their interactions with public services”. 

“Endless telephone calls, complicated printed forms and having to tell your story multiple times to different parts of government,” he said.

So the government wants to change the system and make dealing with public services easier.

What’s being proposed?

The government wants to introduce a new digital ID, so people can log on to just one app to prove who they are.

This, it says, means they won’t have to rely on multiple log-ins and paper documents to get the support they need.

Ministers believe this will make accessing public services quicker, easier and more secure.

“Supermarkets, banks and shops have all chosen to move their services online because it delivers a better customer experience and value for money, and other countries like Estonia fully digitised public services years ago,” Mr Jones said.

“We need to catch up.”

Not everyone is comfortable going digital

Ministers say the existing routes to accessing public services will remain available for those prefer them.

Nevertheless, some may be worried about the move to making digital systems the default.

In a survey of people who applied for benefits after speaking to us, more than one in ten said they’re not confident applying online.

But at the same time, nearly one in five (17%) said the application process was difficult, time-consuming and needed lots of documents – precisely what the government is trying to address.

So ministers will have to strike the right balance between both positions.

Nearly 2m Brits aren't online

It’s not just people’s confidence using digital tools that’s a problem.

Many don't have access to the internet at all.

In fact, figures from Lloyds Banking Group show that about 1.6m people are currently living offline in the UK.

And our own research shows that digital exclusion is being driven by many different factors.

For example, 11% have a disability or health issue that makes it hard to access online support and 10% don’t think they have the necessary digital skills.

And for some, money is ultimately the main reason.

Figures show that 5% of our customers can’t afford internet access, and 3% can’t afford a device to get online.

Again, this is an area that the government will have to look at closely if it genuinely wants to make the system quicker, easier and more secure.

It must be accessible to everyone, or there’s a risk that people will fall through the cracks through no fault of their own.

Say what you think

The government has launched a consultation so people have a chance to express their views on the plans.

Among the questions are:

• at what age should you be able to get a digital ID?
• what information would be useful to include?
• which government services could it improve your experience of?

“We want to build a system that works for everyone,” Mr Jones said.

“Now is your chance.”

The consultation closes on 5 May.