Mr. John McKeon:

One has the box so all of that happens. In the case of jobseeker's allowance, which we rolled out, we have taken a fairly slow approach to letting people know it is there. We rolled it out in one iteration and had a lot of what techies call customer labs where we would get customers in, tell them this is available and then observe them as they went through the process. We then changed the online system again and repeated the process. We have been going through an iterative process to try to make it very easy to use. When we are comfortable that it is as good as it can be, we will promote it as the best means. Even though we have not promoted it, 11,000 claims for jobseeker's were made online this year even though we have not told people it is available. The appetite is there and we want to move in this regard. Currently, 70% of claims are taken by post and 30% in person. My ambition and that of the Department is for half of claims to be taken online. Going back to the public services card, that is a critical enabler of that because when somebody is applying for a service online, he or she can see the eligibility of his or her existing claim status and his or her contributions. One must be certain that the individuals who are coming online are the persons they say are. The safe process for registering the identity of a person and his or her mobile phone number, which is how we use the two-factor authentication, is critical when it comes to giving people access to online services.