A rare success story. A government ministry that cares for the public.
Universal credit, introduced in 2010 for people of working age, cut a complicated and discredited system of six benefits into a one cover-all system, but it soon came under fire with the system struggling, claimants waiting weeks for payment.
When the pandemic struck, millions of people lost their jobs, creating, overnight, a torrent of claims.
Claims rocketed from 2.8 million to 4 million in the first month but disaster for those needing urgent help and the government was averted by quick action and ingenuity.
With 2.2 million calls in a peak forty eight hours, Neil Couling, director of universal credit, met the challenge.
Ninety percent of eligible claimants, who would have run out of money, were paid in full and on time.
When there were queries, they were even told, 'Don't call us, we'll call you'.
The reason for the success - 10,000 extra staff were brought in from other departments, including the passport office, and everyone worked flat out, using an updated digital system.
Unlike other examples during the crisis, this government department did not make promises and has not boasted about its achievement.
It has proved that universal credit can be an efficient, resilient safety net.
A relief and a credit to everyone involved.
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