Eilidh Whiteford – 2016 Parliamentary Question to the Department for Work and Pensions

The below Parliamentary question was asked by Eilidh Whiteford on 2016-09-02.

To ask the Secretary of State for Work and Pensions, what plans are in place to ensure that a server issue with the universal credit portal does not reoccur.

Damian Hinds

Whenever a service problem is identified the Department always prioritises claimants first ensuring their payments are not interrupted. In this instance the outage impacted only 24 of the 712 Jobcentres across Great Britain and none of the claimants impacted experienced a delay in their payments.

The performance of all systems is continuously monitored on many resilient servers and in the event of an outage an immediate impact assessment is made and appropriate action taken to ensure normal service is resumed at the earliest possible opportunity and the impact on claimants is minimised.

We continually assess the performance of our suppliers, and underlying engineering, to ensure systems are available to meet the needs of claimants and the Department. With the exception of this isolated supplier outage the performance of the UC portal has been higher than expected, however, further improvements to resilience were already under active consideration as part of preparing for UC Full Service national expansion.