The Universal Credit disaster was not a simple IT screw-up

The whole thing emerges with very little credit.

Today's NAO report into Universal Credit reveals an overambitious timetable, a lack of a detailed blueprint, inadequate supplier management, and confusion over what constitutes an agile approach.

The title for today's hard-hitting National Audit Office (NAO) report into Universal Credit is "early progress". "Progress" might be stretching things a bit far. After months of the Department for Work & Pensions (DWP) insisting that Universal Credit was still on track, the NAO report confirms that there really is no smoke without fire. The reports that were emerging about the state of the Universal Credit project really were true. And it really was that bad.

But unlike most "IT disaster" reports where vendors are routinely blamed for their failures, this report paints a different picture: one of weak programme management, over-optimistic timescales and a lack of openness about progress, not to mention some Whitehall friction between DWP and the Cabinet Office.

According to the NAO, DWP's programme for the national rollout of Universal Credit from October 2013, was "ambitious" given that the detailed policy would not be approved by Parliament until 2012. In fact, if it adopted its traditional "waterfall" approach to programme management - where systems are developed after policy is set - then rollout would be expected in 2015. But with October 2013 set in stone, that timetable itself created pressure on DWP to act quickly and meant that progress had to be managed tightly.

But instead of adopting its traditional waterfall approach, DWP chose to go with an "agile" plan, using the iterative and collaborative method of project management which has become popular and indeed has been recommended by the Cabinet Office for the development of public sector IT systems. But surely you wouldn't adopt such an approach for the first time on a critical project with an ambitious timescale? DWP did.

What was worse, in the NAO's view, throughout its development of Universal Credit, DWP has lacked a detailed view of how Universal Credit is meant to work. The NAO suggests that the department was warned repeatedly about its lack of a detailed "blueprint", "architecture" , or "target operating model" for Universal Credit and although throughout 2011 and the first half of 2012 it made some progress, the concerns were not addressed as expected.

By mid-2012, that meant that DWP could not agree what security would be needed to protect claimant transactions and was unclear about how Universal Credit would integrate with other programmes. That culminated in the Cabinet Office rejecting the department's proposed IT hardware and networks.

It is easy to imagine from that development how the Universal Credit team acquired what the NAO describes as a "fortress" mentality within the programme, and a "good news" reporting culture that limited open discussion of risks and stifled challenge because DWP had ring-fenced the Universal Credit team and allowed it to work with a large degree of independence.

As well as a lack of transparency and challenge, the Universal Credit team also had inadequate financial control over supplier spending - there was limited understanding of how spending related to progress and insufficient review of contract performance - and ineffective departmental oversight, which meant that DWP has never been able to measure its progress effectively against what it is trying to achieve. That has led to continual problems with governance, changed governance structures and during the "resetting" of Universal Credit in early 2013, the complete suspension of the programme board.

What all this means for the Universal Credit programme, the NAO says, is that DWP will have to scale back its original delivery ambition and reassess what it must do to roll out Universal Credit to claimants. That means revising the programme's timing and scope, particularly around online transactions and automation. That in turn means that Universal Credit will be more expensive and complex to administer than originally intended, while delays to rollout are likely to reduce the expected benefits of reform.

Although according to the project's leader Howard Shiplee, the Universal Credit team will be working together with the Government Digital Service to "take the best of the existing system and make improvements", the NAO suggests that DWP does not yet know to what extent its new IT systems will support national rollout. £34m worth of new IT assets - amounting to 17 per cent - have already been written off, and current pathfinder systems have limited function and do not allow claimants to change details of their circumstances online as originally intended.

The good news is that the problems of Universal Credit are belatedly beginning to come to light, which means they can start to be solved, even if that means the project's scope and timetable have to be changed, to project managers' and politicians' embarrassment.

They say the first part of getting help is to admit you have a problem, though I'm still not sure DWP has yet realised the extent of its Universal Credit addiction, and the treatment needed.

Its optimistic statement following the publication of the NAO report says, "We are committed to delivering it [Universal Credit] on time by 2017 and within budget.

"Under this new leadership we are making real progress and we have a plan in place that is achievable and safe. The NAO itself concludes that Universal Credit can go on to achieve considerable benefits for society."

This piece first appeared here

Ian Duncan Smith. Photograph: Getty Images

David Bicknell is the editor of Government Computing: www.governmentcomputing.com

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Byron burgers and bacon sandwiches: can any politician get away with eating on camera?

Memo to aspirant world leaders: eating in public is a political minefield.

Miliband’s sandwich. Cameron’s hot dog. Osborne’s burger. The other Miliband’s banana. As well as excellent names for up-and-coming indie bands, these are just a few examples of now infamous food faux pas committed by British politicians.

During his entire mayoral campaign, Sadiq Khan refused to eat anything in public. When journalist Simon Hattenstone met him in his local curry house for the Guardian, the now-mayor didn’t eat a single bite despite “dish after dish” arriving at the table. Who can blame him? Though Ed Miliband had been pictured blunderingly eating a bacon sandwich an entire year earlier, the national furore around the incident had not yet died down. “He can make me look Clooneyesque or make me look like Ed eating a bacon sandwich,” Khan said of the photographer at the time.

Miliband’s bacon sandwich is now so infamous that I need offer no explanation for the event other than those words. There is an entire Wikipedia page dedicated to the photograph of Ed, lips curled and eyes rolling, as he tucks into that fateful sarnie. Yet politicians frequently bite off more than they can chew – why did Ed’s mishap inspire multiple headlines and an entire front page of The Sun?

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“The momentum got behind the bacon sandwich story because he was awkward, it showed him in a light which was true - he was an awkward candidate in that election,” says Paul Baines, a professor of political marketing at Cranfield University. “He didn’t come across right.”

The photograph of Miliband fit neatly within a pre-existing image of the politician – that he was bumbling, incompetent, and unable to take control. Similarly, when David Cameron was pictured eating a hot dog with a knife and fork months later, the story reinforced popular notions of him as a posh, out-of-touch, champagne-swilling old Etonian. Though Oxford-educated, two-kitchen Miliband is nearly as privileged as Cameron, and Brexit-inducing Dave equally as incompetent as Ed, the pictures would not gain the same popularity in reverse. There are many, many less-than-flattering pictures of Cameron eating, but they didn’t fit into a workable narrative.

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No one, for example, focused on the price of Ed’s sandwich. Purchased at New Covenant Garden Market, it was undoubtedly more expensive than Greggs’ £1.75 bacon roll – but no one cared. When George Osborne was pictured eating an £8 Byron burger whilst cutting £11.5 million from the British budget, however, the picture spoke to many. The then-chancellor was forced to explain that “McDonalds doesn't deliver”, although, as it turned out, Byron didn’t either.

“The idea was to try and display him in a good light – here's a guy eating a burger just like everyone else. The only problem was it was a posh burger and of course he didn't look like everyone else because he was spending ten quid on a burger,” explains Baines.

But Dave, Ed, and George are just the latest in a long, long line of politicians who have been mocked for their eating habits. Across the ocean, Donald Trump has been lambasted for liking his steak well done, while in 1976, Gerald Ford was mocked after biting into the inedible corn husk of a tamale. Why then, do politicians not copy Khan, and avoid being pictured around food altogether?

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“Food connects everybody, food is essentially a connection to culture and the 'every person',” explains Baines. “[Nigel] Farage's appearance in the pub has definitely had a positive impact on how he's perceived by a big chunk of the working class electorate which is an important, sizeable group.” Though Cameron, too, has been pictured with pints, his undeniably weird grasp on the glass make the pictures seem inauthentic, compared to Farage whose pints are clearly at home in his hands. In America, Joe Biden managed to capture the same authenticity with an ice-cream cone.

“I think when it comes across badly is when it comes across as inauthentic,” says Baines. “If I were advising, I certainly wouldn't advise Theresa May to be seen in the pub having a pint, that would not shine with her particular character or style. But could Tim Farron come across better in that way? Possibly but it does have to be authentic.”

Food, then, can instantly make a politician seem in or out of touch. This is especially true when food connects to national identity. Tony Blair, for example, publicly claimed his favourite dish was fish and chips despite earlier saying it was fettuccine with olive oil, sundried tomatoes and capers. In the 1980s, Lord Mandelson allegedly mistook mushy peas for guacamole, insulting us all. In the States, you’d be hard pressed to find a politician who hasn’t been pictured with a hot dog, and there are entire articles dedicated to US politicians who eat pizza with a knife and fork. Again, the food fits a narrative – politicians out of touch with the common person.  

Then again, sometimes, just sometimes, no narrative is needed. We’d advise any candidate who seriously wants a shot in the 2017 General Election to not, under any circumstances, be pictured casually feeding a Solero to an unidentified young woman. 

Amelia Tait is a technology and digital culture writer at the New Statesman.

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