4. PAC conclusion: The Department’s in-house support for claimants moving to Universal Credit has so far been limited, particularly face-to-face provision, and will need to improve as more vulnerable claimants move from its legacy benefits. 4. PAC recommendation: The Department should set out what it will do to monitor the adequacy and effectiveness of the in-house support it provides to claimants moving to Universal Credit, particularly whether it has sufficient capacity to meet the need for face-to-face support. 4.1 The government agrees with the Committee’s recommendation. Recommendation implemented 4.2 The department has estimated the resource needed for enhanced support and will monitor the journey of claimants who are provided with this support, including claim rates, phone claims and support needed to make a claim. The volume of phone calls made and referrals for face-to-face visits will also be monitored to ensure operational capacity is available to continue to deliver the enhanced support journey. 4.3 A Complex Case Coach role has been introduced to review cases where the initial stages of the Enhanced Support Journey do not result in a claim to Universal Credit, this will include an assessment of whether a face-to-face visit will be required. 4.4 The Move to Universal Credit Implementation Control Centre will oversee the monitoring of how many claimants are in the enhanced support journey, paying focus to those who have been receiving enhanced support for a prolonged period and detecting, at an early stage, if there are concerns around resourcing for this function, including the face-to-face support element.