Permanent Secretary Presentations

Department Briefings

Tailored presentations for each department — their challenges, where agents help, and what the new citizen experience looks like.

Each briefing draws on real departmental data and maps specific citizen personas to the services that department owns. The goal: show each permanent secretary exactly how agentic technology transforms their highest-friction citizen interactions.

The Six Departments

Each department faces distinct challenges. Each has citizens falling through the cracks of its current service model. Select a department to see the full briefing.

Ministry of Justice

£15.5bn department
4 personas

Department for Work & Pensions

£268.5bn in benefit payments
8 personas — all

HM Revenue & Customs

£875.9bn revenue collected
6 personas

Department for Education

638,700 children with EHCPs
5 personas

Home Office

£27.8bn department
4 personas

DVLA

High-volume transactional
5 personas
MoJ

Ministry of Justice

Permanent Secretary: Dr Josephine Farrar CB OBE (since July 2025)
£15.5bn department

Justice services carry some of the highest stakes in government. Citizens arrive at their most vulnerable — bereaved, appealing a benefits decision, recovering from prison, chasing an unpaid debt. The complexity of the system often compounds their distress.

Key Challenges

76,957
Open Crown Court cases

The backlog means citizens wait longer for resolution, increasing anxiety and cost for all parties.

40%
Fewer legal aid firms since 2013

Citizens who need legal representation increasingly cannot access it, particularly outside London.

199%
Increase in LPA rejections

Form complexity leads to errors. Applications are rejected and must be resubmitted, adding months.

£6.62 vs £0.22
Post vs digital transaction cost

Probate is 2.5x faster online (4.9 weeks vs 12.3), yet 24% of the population is digitally excluded from justice services.

Where Agents Help

Probate automation

Guides executors through online probate, cutting processing from 12.3 weeks to 4.9. Pre-fills from death certificate data. Coordinates with HMRC for inheritance tax payment that must happen before probate is granted.

Tribunal guidance

66% of PIP appeals succeed at tribunal — suggesting initial assessments are frequently wrong. The agent helps citizens understand their rights, gather medical evidence, and navigate the appeals process.

Civil claims access

Walks self-employed citizens through civil money claims for unpaid invoices, handling the 1.94m claims process that saw a 14% increase last year.

Probation coordination

Helps prison leavers understand licence conditions, reporting schedules, and restrictions — relieving pressure on probation officers at 100%+ caseload capacity.

Relevant Personas & New User Journeys

SO

Sarah Okafor

The Bereaved Spouse — Probate
My husband died three weeks ago. I don't know what to do.
Today's Process
  1. Research probate process online or visit Citizens Advice
  2. Download PA1P form (12 pages) or find the online service
  3. Calculate estate value across property, pensions, savings
  4. Contact HMRC separately for inheritance tax calculation
  5. Pay IHT before probate can be granted
  6. Submit probate application and wait 4.9 weeks (online) or 12.3 weeks (paper)
  7. Receive grant, then contact each institution individually
With the Agent
  1. Sarah says her husband has died. The agent identifies probate as the primary MoJ service
  2. Confirms Sarah is named executor from will details she provides
  3. Gathers estate information conversationally — property, pensions, ISA, car
  4. Coordinates with HMRC for IHT calculation (cross-department)
  5. Files the online probate application, ensuring the faster 4.9-week track
  6. Tracks progress and notifies Sarah when the grant is issued
MT

Marcus Taylor

The Prison Leaver — Probation Compliance
I've just been released from prison and I need to sort everything out.
Today's Process
  1. Receives licence conditions on release — legal language, no plain-English summary
  2. Must remember fortnightly reporting dates or face recall
  3. Probation officer at 100%+ caseload has limited time to explain conditions
  4. No single view of what he can and cannot do (travel, curfew, restricted areas)
  5. If conditions change, he finds out at his next appointment
With the Agent
  1. Agent reads Marcus's licence conditions and presents them in plain language
  2. Sets up reporting reminders aligned with his probation schedule
  3. Explains restrictions clearly — what's allowed, what's not, and why
  4. Coordinates with DWP (UC claim) and DVLA (licence renewal) around probation requirements
  5. Flags the 6-week approved premises deadline and sequences housing steps accordingly
JW

James Whitfield

The Disabled Appellant — PIP Tribunal & SEND Tribunal
My PIP was turned down and my son's EHCP is stuck.
Today's Process
  1. Receives PIP mandatory reconsideration rejection from DWP
  2. Must file tribunal appeal within 1 month — complex legal paperwork
  3. Needs to gather medical evidence from GP, consultant, occupational therapist
  4. Searches for legal representation — 40% fewer legal aid firms available
  5. Waits months for hearing date while Motability car is at risk
  6. Separately, if Owen's EHCP is refused, must file a SEND tribunal — entirely different process
With the Agent
  1. Agent identifies two tribunal tracks: PIP appeal and potential SEND tribunal
  2. Creates medical evidence checklist based on James's MS diagnosis and PIP descriptors
  3. Drafts tribunal appeal paperwork with the right legal framing
  4. Checks legal aid eligibility and finds nearest providers
  5. For Owen: monitors EHCP 20-week deadline (DfE) and prepares SEND tribunal if needed
  6. Coordinates both processes so James handles them in parallel, not sequentially
DO

Daniel Obi

The Self-Employed — Civil Money Claim
I'm self-employed and I'm confused about my tax and I've got a client who won't pay.
Today's Process
  1. Writes to the debtor requesting payment — no response
  2. Researches civil money claims online, unsure if it's worth it for £4,200
  3. Fills out the MCOL form, pays court fee (£205 for this amount)
  4. Waits for defendant response — if disputed, must prepare for hearing
  5. If judgment awarded, still has to enforce it separately
With the Agent
  1. Agent identifies the unpaid invoice as a civil money claim candidate
  2. Explains the process, likely costs (£205 fee, reclaimable), and timeline
  3. Drafts the formal letter before action (required pre-step)
  4. If no response, files the claim through MCOL with pre-filled details
  5. Tracks the claim status and advises on enforcement options if judgment is awarded
Back to departments
DWP

Department for Work & Pensions

Permanent Secretary: Sir Peter Schofield KCB (stepping down July 2026)
£268.5bn in benefit payments · 7.3m UC claimants

DWP has the highest volume of citizen interactions in government. Every one of our eight personas interacts with DWP — making it the clearest demonstration of how agents can transform service delivery at scale.

Key Challenges

5.3m
Calls abandoned in 2023–24

Citizens give up trying to reach DWP by phone. Each abandoned call represents a person who needed help and didn't get it.

66%
PIP appeals succeed at tribunal

Two-thirds of appealed PIP decisions are overturned, suggesting widespread issues with initial assessments. 392k reviews backlogged.

26 min
Average ESA call wait time

Only 50% of ESA calls are answered. Citizens with disabilities wait longest to reach the service designed to support them.

£9.5bn
In benefit overpayments

3.3% of total benefit spend. Overpayments create recovery burdens for citizens and administrative costs for the department.

Where Agents Help

Eliminate abandoned calls

5.3m citizens gave up trying to reach DWP. An agent is always available, never puts citizens on hold, and handles the complexity that drives most calls.

Dependency chain sequencing

Many DWP services have prerequisites across departments. The agent sequences NI number → UC application → housing element automatically, so citizens don't fall into gaps between steps.

Proactive entitlement surfacing

Citizens don't know what they're entitled to. The agent identifies missed benefits — Priya doesn't know about Tax-Free Childcare, Daniel doesn't know UC covers income dips for the self-employed.

Pre-filled claims

Citizens provide their information once. The agent reuses it across applications, reducing errors that drive the £9.5bn overpayment figure and cutting processing time.

Relevant Personas & New User Journeys

SO

Sarah Okafor

Bereaved Spouse — Bereavement Support Payment & State Pension
My husband died three weeks ago. I don't know what to do.
Today's Process
  1. Notify DWP of David's death to stop State Pension (Tell Us Once covers some of this)
  2. Research Bereavement Support Payment eligibility — different from the old Bereavement Allowance
  3. Find and complete the BSP application form
  4. Provide marriage certificate, death certificate, NI numbers for both
  5. Wait for processing while managing sudden income drop
With the Agent
  1. Agent identifies DWP bereavement services from Sarah's situation
  2. Stops David's State Pension and applies for BSP in one flow
  3. Confirms eligibility: £3,500 lump sum plus 18 monthly payments of £350
  4. Uses death certificate data already provided for MoJ probate
  5. Flags the income impact and checks if Sarah qualifies for any additional support
AH

Amina Hassan

Asylum Seeker — NI Number & Universal Credit
I just got my refugee status. What do I need to do?
Today's Process
  1. Apply for NI number (DWP/HMRC) — 6+ week wait
  2. Cannot claim UC until NI number arrives
  3. Cannot open bank account without proof of address and right-to-work
  4. Cannot receive UC payments without bank account
  5. Stuck on £49.18/week asylum support during the entire wait
  6. Each step depends on the previous one — a dependency chain across departments
With the Agent
  1. Agent maps the full dependency chain and starts NI number application immediately
  2. In parallel, guides bank account opening with refugee status documentation
  3. Queues UC application for submission as soon as NI number arrives
  4. Pre-fills UC claim with information Amina has already provided
  5. Tracks NI number progress and triggers next steps automatically
  6. Explains what Amina can expect and when — reducing anxiety during the wait
MT

Marcus Taylor

Prison Leaver — UC & Housing
I've just been released from prison and I need to sort everything out.
Today's Process
  1. Apply for UC — temporary hostel address complicates the claim
  2. No bank account (closed during sentence) — can't receive payments
  3. Apply to housing register separately — 6 weeks before approved premises time runs out
  4. 1 DWP Work Coach for the entire prison — no pre-release setup
  5. Must coordinate UC journal, housing applications, and probation reporting alone
With the Agent
  1. Agent accepts temporary hostel address for UC claim and explains what changes when Marcus moves
  2. Guides bank account opening in parallel (basic bank accounts that accept prison leavers)
  3. Submits housing register application and flags the 6-week approved premises deadline
  4. Coordinates UC work search requirements with probation reporting schedule (MoJ)
  5. Creates a single timeline: housing, benefits, employment — all sequenced
PA

Priya Anand

New Mum — UC Top-Up & Child Benefit
I've got a baby and a 4-year-old starting school, and I'm struggling with money.
Today's Process
  1. Unsure if £38,700 combined income qualifies for UC top-up
  2. Needs to apply for Child Benefit for Arjun separately
  3. Doesn't know Tax-Free Childcare exists (HMRC, not DWP)
  4. Free school meals eligibility for Meera depends on UC status she hasn't confirmed
  5. Each benefit has different eligibility rules across different departments
With the Agent
  1. Agent runs UC eligibility check on combined £38,700 income — confirms she qualifies for top-up
  2. Files Child Benefit claim for Arjun with details already provided
  3. Proactively identifies Tax-Free Childcare (HMRC) — £2,000/year she didn't know about
  4. Confirms Meera's FSM eligibility based on UC status (DfE)
  5. Total unclaimed support found: approximately £5,000/year
JW

James Whitfield

Disabled Appellant — PIP & ESA
My PIP was turned down and my son's EHCP is stuck.
Today's Process
  1. PIP assessment scored 4 points for mobility (needs 8 for enhanced rate)
  2. Must request mandatory reconsideration within 1 month — phone line average wait 26 minutes
  3. If reconsideration fails, file tribunal appeal (MoJ) — different system entirely
  4. Motability car at risk during the entire process
  5. ESA support group continuation uncertain
  6. All of this while managing an MS relapse
With the Agent
  1. Agent files mandatory reconsideration immediately — no phone queue
  2. Reviews PIP assessment against descriptors and identifies where James should have scored higher
  3. Gathers medical evidence from James's MS specialist records
  4. Confirms ESA support group is unaffected during PIP appeal
  5. Explains Motability rules — car retained during appeal process
  6. If reconsideration fails, seamlessly transitions to tribunal appeal (MoJ)
DO

Daniel Obi

Self-Employed — UC During Income Dips
I'm self-employed and I'm confused about my tax and I've got a client who won't pay.
Today's Process
  1. Had 3 quiet months last winter — didn't know UC was available to the self-employed
  2. Self-employed minimum income floor rules are complex and poorly explained
  3. Would need to report monthly earnings and business expenses to DWP
  4. Risks losing UC if income rises above threshold — cliff edge anxiety
With the Agent
  1. Agent proactively flags UC eligibility during income dips — Daniel didn't know to ask
  2. Explains minimum income floor clearly: what it is, when it applies, how it affects his claim
  3. Helps report monthly earnings using his existing business records
  4. Models what happens if income recovers — no cliff edges, just gradual taper
ZB

Zara Begum

First-Timer — NI Number Trace
I'm starting uni in September and I need to sort out everything — money, passport, driving test, all of it.
Today's Process
  1. NI numbers are issued automatically at 16 — Zara never received her letter
  2. Needs NI number for Student Loans Company application (DfE)
  3. Must call HMRC or DWP to trace it — doesn't know which
  4. Phone wait times and confusing IVR menus for a first-time caller
With the Agent
  1. Agent identifies missing NI number as a blocker for student finance
  2. Initiates NI number trace through DWP with Zara's details
  3. Explains what an NI number is and why she needs it (first-timer language)
  4. Once found, passes it directly to the student finance application (DfE)
FN

Fatima & Tomasz Nowak

Growing Family — UC Recalculation & Carer's Allowance
My son's EHCP is stuck, my husband needs to sort out his immigration status, and I don't know if we're getting all the help we're entitled to.
Today's Process
  1. Fatima considering reducing hours to support Adam's transition — doesn't know how this affects UC
  2. May qualify for Carer's Allowance for Adam's support needs — but CA interacts with UC in complex ways
  3. Must report income changes to UC journal manually
  4. No way to model the financial impact before making the decision
With the Agent
  1. Agent models the financial impact of Fatima reducing hours: UC increase vs lost earnings
  2. Checks Carer's Allowance eligibility and explains the UC interaction (£151.89 earnings limit)
  3. Shows the net household income under different scenarios before Fatima decides
  4. If she proceeds, updates UC claim and files Carer's Allowance application together
Back to departments
HMRC

HM Revenue & Customs

Permanent Secretary: John-Paul Marks CB (appointed April 2025)
£875.9bn revenue collected at 0.5p per pound

HMRC processes the highest monetary value of any department. Its transformation challenge is clear: 76% of 37 million annual calls are avoidable. That's 28 million unnecessary phone calls, costing £140–196 million per year.

Key Challenges

76%
Of 37m calls are avoidable

~28 million unnecessary calls per year, costing £140–196m. Citizens call because they can't find answers or don't understand what they've been told.

475k
File Self Assessment on deadline day

Nearly half a million people file on the last day. Deadline-day spikes overwhelm systems and staff.

5.6m
Taxpayers overpaid £3.5bn via PAYE errors

Wrong tax codes, incorrect starter checklists, and missing P45s cause millions to pay the wrong amount of tax.

April 2026
Making Tax Digital deadline

4.2m sole traders with income above £50k must file quarterly digital records. Most don't know yet. 1 in 5 APIs not fully tested.

Where Agents Help

Eliminate avoidable calls

28 million calls per year that don't need to happen. An agent answers tax code queries, explains Self Assessment, and guides MTD setup — the top reasons people call.

Proactive tax code correction

5.6m people are on the wrong tax code. The agent identifies errors proactively and files the correction — before the citizen even knows there's a problem.

MTD onboarding at scale

Guides 4.2m sole traders through Making Tax Digital setup: choosing compatible software, connecting accounts, understanding quarterly reporting.

Surface hidden entitlements

Tax-Free Childcare saves families up to £2,000/year, but many don't know it exists. The agent identifies eligibility and sets up accounts automatically.

Relevant Personas & New User Journeys

SO

Sarah Okafor

Bereaved Spouse — Inheritance Tax & Tax Code
My husband died three weeks ago. I don't know what to do.
Today's Process
  1. Must calculate inheritance tax on £645k estate (property, pension, ISA)
  2. IHT must be paid before probate is granted (MoJ) — a cross-department dependency
  3. Needs to update her own tax code from married to single
  4. David's final tax affairs must be settled — partial year return
  5. Different HMRC helplines for IHT, PAYE, and deceased's tax affairs
With the Agent
  1. Agent calculates IHT using estate details already gathered for probate (MoJ)
  2. Identifies nil-rate band, residence nil-rate band, and transferable allowance
  3. Coordinates IHT payment timing with probate application
  4. Updates Sarah's tax code from married to single automatically
  5. Handles David's final tax return — all in one conversation
PA

Priya Anand

New Mum — Tax-Free Childcare & 30-Hour Code
I've got a baby and a 4-year-old starting school, and I'm struggling with money.
Today's Process
  1. Priya has never heard of Tax-Free Childcare — it's not advertised at her nursery
  2. Would need to find the Childcare Choices website, check eligibility, create a Government Gateway account
  3. 30-hour free childcare requires a confirmation code from HMRC, renewed every 3 months
  4. Eligibility depends on both parents working — must verify employment details
  5. Different from the 15-hour universal entitlement — confusing overlap
With the Agent
  1. Agent proactively identifies Tax-Free Childcare — Priya qualifies but didn't know to ask
  2. Sets up the account: government tops up £2 for every £8 Priya pays, saving up to £2,000/year
  3. Confirms 30-hour code for Arjun's nursery and explains the reconfirmation cycle
  4. Coordinates with DfE for Meera's free school meals eligibility
  5. Single conversation surfaces £5,000+ in annual support across HMRC, DWP, and DfE
DO

Daniel Obi

Self-Employed — MTD, Self Assessment & Tax Refund
I'm self-employed and I'm confused about my tax and I've got a client who won't pay.
Today's Process
  1. Making Tax Digital applies from April 2026 — Daniel doesn't know yet
  2. Uses a spreadsheet for books. Needs MTD-compatible software (19 providers, no guidance on which)
  3. Files Self Assessment on deadline day with 475,000 others
  4. Overpaid £1,800 in tax — refund stuck in processing (5–6 weeks at peak)
  5. Calls HMRC to chase refund — 13.5 minute average wait
With the Agent
  1. Agent flags MTD deadline: April 2026, quarterly digital records required for income above £50k
  2. Recommends compatible software based on Daniel's business type and existing tools
  3. Chases the £1,800 refund status — no phone queue
  4. Offers to file Self Assessment early using digital records once MTD is set up
  5. Proactively flags UC eligibility during future income dips (DWP)
ZB

Zara Begum

First-Timer — Emergency Tax Code & First PAYE
I'm starting uni in September and I need to sort out everything — money, passport, driving test, all of it.
Today's Process
  1. Zara's employer filed a starter checklist incorrectly — she's been emergency-taxed for 2 months
  2. Doesn't know what a tax code is, what PAYE means, or why her payslip looks wrong
  3. Would need to call HMRC, navigate the IVR, explain a problem she doesn't understand
  4. Refund would take weeks to process once the code is corrected
With the Agent
  1. Agent explains PAYE in plain language: what it is, how tax codes work, what the numbers on her payslip mean
  2. Identifies the emergency tax code from her payslip details
  3. Files the correct starter declaration to fix the code
  4. Calculates the refund she's owed and triggers it automatically
  5. First-timer language throughout — no jargon, no assumed knowledge
FN

Fatima & Tomasz Nowak

Growing Family — Child Benefit & HICBC Risk
My son's EHCP is stuck, my husband needs to sort out his immigration status, and I don't know if we're getting all the help we're entitled to.
Today's Process
  1. Claiming Child Benefit for 3 children — straightforward currently
  2. Tomasz offered promotion to £52k — would trigger High Income Child Benefit Charge
  3. HICBC is poorly understood: clawback via Self Assessment, 1% of benefit per £200 over £50k
  4. Many families opt out of Child Benefit entirely, losing NI credits they need for State Pension
  5. Nobody tells the Nowaks this is coming until the tax bill arrives
With the Agent
  1. Agent identifies HICBC risk before Tomasz accepts the promotion
  2. Models the exact impact: at £52k, they'd repay 10% of Child Benefit via SA
  3. Advises: keep claiming Child Benefit (worth it for NI credits even with HICBC)
  4. Registers Tomasz for Self Assessment if he accepts the promotion
  5. No surprise tax bills — the family knows before making the decision
Back to departments
DfE

Department for Education

Permanent Secretary: Susan Acland-Hood (since December 2020)
2.1m children eligible for FSM · 638,700 with EHCPs

DfE services are uniquely cross-departmental. Free school meals depend on DWP benefit data. Tax-Free Childcare runs through HMRC. EHCPs need NHS assessments. The data-sharing barriers between departments hit DfE hardest.

Key Challenges

46.4%
Of EHCPs meet the 20-week deadline

More than half of all EHCP applications breach the statutory 20-week timeline. 13,700 families went to SEND tribunal last year.

13,700
SEND tribunal appeals

Families forced into legal proceedings to get their children the support they're entitled to. Most could be avoided with better initial processes.

46%
Of LAs have sufficient under-2 childcare places

The September 2025 childcare expansion needs 84,500 more places. Supply hasn't kept up with the policy commitment.

Data gap
FSM eligibility requires separate proof

Free school meals depend on DWP benefit status, but DfE and DWP systems don't share data. Parents must prove eligibility separately to each.

Where Agents Help

EHCP deadline tracking

Automatically monitors the 20-week statutory deadline, chases missing assessments, and drafts formal complaints if the deadline is breached. Prepares SEND tribunal paperwork if needed.

Bridge the DWP-DfE data gap

Uses the citizen's UC status (already confirmed with DWP) to automatically verify FSM eligibility with DfE — no separate proof needed.

Student finance coordination

Student finance requires parental income evidence from HMRC. The agent coordinates the cross-department data sharing in a single flow.

School admissions complexity

In-year admissions, secondary transfers, and Reception intake all have different processes and timelines. The agent handles the right process for each child.

Relevant Personas & New User Journeys

AH

Amina Hassan

Asylum Seeker — In-Year School Place
I just got my refugee status. What do I need to do?
Today's Process
  1. Needs a school place for Yusuf (age 6) mid-year — not a standard September intake
  2. In-year admissions are handled by each school or the local authority — depends on the area
  3. Must contact multiple schools to find availability
  4. Language barrier makes phone calls and forms difficult
  5. No central view of which schools have Year 1 places available
With the Agent
  1. Agent identifies in-year school admissions as the correct process for Yusuf
  2. Locates schools with Year 1 places near Amina's Bradford address
  3. Explains the process in clear, simple language suited to intermediate English
  4. Submits the in-year application to the local authority
  5. Tracks the application and explains Amina's rights if no place is offered
PA

Priya Anand

New Mum — Free School Meals & School Registration
I've got a baby and a 4-year-old starting school, and I'm struggling with money.
Today's Process
  1. Meera starting school in September — application already submitted
  2. Free school meals eligibility depends on UC status, but DfE can't check directly
  3. Must apply separately to the local authority with proof of benefits
  4. Many eligible families don't apply because they don't know they qualify
With the Agent
  1. Agent already confirmed Priya's UC top-up eligibility (DWP)
  2. Uses that confirmation to apply for Meera's free school meals automatically
  3. No separate proof needed — the agent bridges the DWP-DfE data gap
  4. Also confirms Meera's school place and explains the September start process
JW

James Whitfield

Disabled Appellant — Owen's EHCP
My PIP was turned down and my son's EHCP is stuck.
Today's Process
  1. School applied for Owen's EHCP in September — it's now week 18 of 20
  2. No educational psychologist assessment has been arranged
  3. The 20-week statutory deadline is approaching with no decision in sight
  4. James doesn't know his rights if the deadline is breached
  5. If EHCP is refused, must navigate the SEND tribunal system (MoJ) — entirely separate process
  6. All of this while managing his own MS relapse and PIP appeal
With the Agent
  1. Agent tracks Owen's EHCP timeline: week 18, no EP assessment, deadline in 2 weeks
  2. Flags the statutory breach and drafts a formal complaint to the local authority
  3. Explains James's rights: the LA must issue a decision, even if late
  4. If EHCP is refused, prepares SEND tribunal appeal (MoJ) with evidence already gathered
  5. Coordinates the EHCP and PIP appeals so James handles both without drowning
ZB

Zara Begum

First-Timer — Student Finance
I'm starting uni in September and I need to sort out everything — money, passport, driving test, all of it.
Today's Process
  1. Student finance application is means-tested — requires parents' income evidence
  2. Parents must provide HMRC income details or consent to data sharing
  3. Zara doesn't understand the difference between Plan 5 and Plan 2 repayment
  4. Needs NI number (DWP) before SLC will process the application
  5. Multiple online accounts needed: SLC, Government Gateway, UCAS
With the Agent
  1. Agent explains student finance in plain language: tuition loan, maintenance loan, what you repay and when
  2. Uses NI number (traced via DWP) to start the application
  3. Guides Zara's parents through the income evidence step (HMRC data sharing)
  4. Explains Plan 5 repayment: 9% of income above £25,000, written off after 40 years
  5. Calculates expected maintenance loan based on household income
FN

Fatima & Tomasz Nowak

Growing Family — EHCP, Secondary Transfer, FSM & Reception
My son's EHCP is stuck, my husband needs to sort out his immigration status, and I don't know if we're getting all the help we're entitled to.
Today's Process
  1. Adam's EHCP application (autism) is at week 10 of 20 — no EP assessment scheduled yet
  2. Secondary school transfer in September depends on EHCP outcome (specialist provision vs mainstream)
  3. Kasia's free school meals need recertifying — separate application to the local authority
  4. Lily starting Reception — separate school admissions process
  5. Four different DfE processes for three children, all running simultaneously
With the Agent
  1. Agent creates a single family education view: three children, four processes, all timelines visible
  2. Tracks Adam's EHCP at week 10 and flags if EP assessment isn't scheduled by week 14
  3. Links EHCP outcome to secondary transfer preferences — specialist if granted, mainstream backup
  4. Recertifies Kasia's FSM using DWP benefit status already confirmed
  5. Confirms Lily's Reception place and start date
Back to departments
HO

Home Office

Acting Permanent Secretary: Simon Ridley CB (Second PS, Migration and Borders)
£27.8bn department · £7.3bn in fee income

The Home Office is in the middle of its biggest digital transformation: the eVisa transition. Every physical immigration document is being replaced with a digital record. The cross-departmental friction — settled status interacting with DWP benefits, right-to-work checks with employers — is where agents add most value.

Key Challenges

8.78m
EU Settlement Scheme applications

All must transition to eVisa. Many people don't know they need to act, don't understand the digital system, or can't access it.

166,300
Asylum cases pending

68% waiting more than 6 months. The backlog costs £4bn per year in accommodation and support. When decisions are finally made, citizens face a cascade of DWP, HMRC, and DfE interactions.

Feb 2026
eVisa transition live

The biggest digital change in Home Office history. All new visas are digital-only. Existing physical documents must be linked to online accounts.

7.27m
DBS certificates issued

Citizens and employers struggle to understand the difference between basic, standard, and enhanced DBS checks, and which roles require which level.

Where Agents Help

eVisa transition guidance

Guides millions through the eVisa transition: setting up UKVI accounts, linking existing settled status, understanding what changes and what doesn't.

Right-to-work share codes

Generates right-to-work and right-to-rent share codes without citizens needing to navigate the UKVI system themselves. Employers get instant verification.

DBS level guidance

Explains which DBS check level a specific job requires, whether spent convictions will appear, and what employers can and cannot ask about.

Post-asylum coordination

When asylum decisions are made, the agent coordinates the cascade: NI number (DWP), bank account, UC claim, school places (DfE), eVisa setup — all sequenced correctly.

Relevant Personas & New User Journeys

AH

Amina Hassan

Asylum Seeker — BRP-to-eVisa & Right to Work
I just got my refugee status. What do I need to do?
Today's Process
  1. Has a Biometric Residence Permit — physical card that expires in 2026
  2. Needs to understand the eVisa transition: what it means, when to act, what to do
  3. Employers need right-to-work verification — must generate a share code from UKVI
  4. Landlords need right-to-rent verification — different process
  5. Navigating UKVI systems in intermediate English with no prior experience of UK bureaucracy
With the Agent
  1. Agent explains the BRP-to-eVisa transition in clear, simple language
  2. Sets up Amina's UKVI online account and links her refugee status
  3. Generates right-to-work share code for employers
  4. Generates right-to-rent share code for landlords
  5. Explains what the eVisa means for her other applications (DWP, HMRC) so she understands the whole picture
MT

Marcus Taylor

Prison Leaver — DBS Disclosure Guidance
I've just been released from prison and I need to sort everything out.
Today's Process
  1. Marcus has a spent conviction for drug supply — complex disclosure rules
  2. Different DBS levels reveal different information: basic shows unspent only, enhanced shows everything
  3. Construction work: which level is required? Depends on the specific role
  4. No clear guidance on which jobs he can and can't apply for
  5. Risks wasting time applying for roles that require enhanced DBS he'd fail
With the Agent
  1. Agent understands Marcus's conviction type and when it becomes spent
  2. Explains the three DBS levels and what each reveals about his record
  3. For construction: most roles require basic DBS only — his spent conviction won't appear
  4. Identifies roles that require enhanced checks (working with vulnerable adults) and advises accordingly
  5. Honest, practical guidance so Marcus focuses his job search on achievable roles
ZB

Zara Begum

First-Timer — First Adult Passport
I'm starting uni in September and I need to sort out everything — money, passport, driving test, all of it.
Today's Process
  1. Child passport expired in 2024 — can't renew, must apply as a new adult applicant
  2. New application requires countersignature, photos, supporting documents
  3. Processing takes up to 10 weeks — needs it before September family trip
  4. Her only current photo ID is a provisional driving licence
  5. First time navigating a government application of this complexity
With the Agent
  1. Agent identifies that Zara needs a new adult passport, not a renewal — different form
  2. Flags the 10-week processing time against her September travel date
  3. Guides the application step by step: photos, countersignature requirements, documents
  4. Submits the application online and tracks processing status
  5. First-timer support: explains what a countersignature is, who can provide one, and how
FN

Fatima & Tomasz Nowak

Growing Family — EU Settled Status & Share Code
My son's EHCP is stuck, my husband needs to sort out his immigration status, and I don't know if we're getting all the help we're entitled to.
Today's Process
  1. Tomasz has EU Settled Status (granted 2021) but never set up a UKVI online account
  2. His BRP is expiring in 2026 — needs to link status to eVisa
  3. Employer asking for right-to-work share code — Tomasz doesn't know how to generate one
  4. Worries that his status might be affected if he doesn't act in time
  5. Fatima (British-born) doesn't need to do anything, but doesn't understand Tomasz's requirements
With the Agent
  1. Agent sets up Tomasz's UKVI online account and links his Settled Status
  2. Confirms his status is secure — eVisa replaces the physical card, rights unchanged
  3. Generates a right-to-work share code for his employer immediately
  4. Explains the BRP expiry timeline so Tomasz isn't anxious about deadlines
  5. Coordinates with DVLA for EU driving licence exchange (separate process, same trip)
Back to departments
DVLA

Driver and Vehicle Licensing Agency

Executive Agency of the Department for Transport
High-volume transactional services

DVLA handles some of the most routine government transactions — licence renewals, vehicle tax, MOT reminders. But for citizens with complex circumstances — medical conditions, criminal records, foreign licences — these simple transactions become fraught with anxiety and administrative burden.

Key Challenges

2027
EU licence exchange deadline

EU nationals with foreign licences must exchange them for UK ones. Many don't know the deadline exists or what the process involves.

£1,000
Fine for undisclosed medical conditions

Citizens with conditions like MS, epilepsy, or diabetes must notify DVLA. Failure invalidates their insurance and carries a fine, but the process is poorly understood.

3 months
Average driving test wait

Learner drivers face long waits for test appointments, particularly in urban areas. Bradford, where Zara lives, is one of the worst-affected.

Cost gap
Digital vs postal processing

Online transactions are significantly cheaper and faster than postal ones, but citizens with complex cases often can't use the standard digital journey.

Where Agents Help

Sensitive medical disclosure

Handles DVLA medical notifications with care — explains the legal obligation, what happens during the review, and what outcomes to expect. Removes fear from a process citizens often avoid.

EU licence exchange

Walks EU nationals through the exchange process: which documents they need, how to apply, and the 2027 deadline. Coordinates with Home Office settled status verification.

Address-dependent renewals

For citizens without a stable address (prison leavers, newly housed), sequences the renewal so it happens as soon as address is confirmed.

Vehicle tax guidance

Confirms the correct VED class for business vehicles and handles renewals, removing confusion about vehicle categories and rates.

Relevant Personas & New User Journeys

MT

Marcus Taylor

Prison Leaver — Expired Licence Renewal
I've just been released from prison and I need to sort everything out.
Today's Process
  1. Driving licence expired during sentence — needs renewal for construction work
  2. Renewal requires a confirmed address — Marcus is in temporary approved premises
  3. Must wait until he has permanent housing before DVLA will process the renewal
  4. Can't drive to construction sites without a valid licence — limits employment options
  5. Paper renewal would take weeks longer than online
With the Agent
  1. Agent identifies licence renewal as dependent on housing (DWP/local authority)
  2. Sequences the process: housing application first, licence renewal queued
  3. As soon as permanent address is confirmed, triggers online renewal
  4. Ensures the fastest processing track — online, not paper
  5. Coordinates timeline with employment search so Marcus knows when he can start driving roles
JW

James Whitfield

Disabled Appellant — Medical Fitness Notification
My PIP was turned down and my son's EHCP is stuck.
Today's Process
  1. MS diagnosis requires DVLA notification — legal obligation, £1,000 fine if not disclosed
  2. Failure to notify also invalidates car insurance
  3. James fears the medical review will take months and he'll lose his licence
  4. Without a licence, he can't attend hospital appointments or Owen's school
  5. The process feels like punishment for having a disability
With the Agent
  1. Agent explains the legal obligation clearly and without alarm
  2. Submits the medical notification online with James's MS details
  3. Explains the review process: DVLA may request GP/consultant report, typical timeline 6–8 weeks
  4. Reassures: most people with relapsing-remitting MS retain their licence with conditions
  5. Flags the Motability car interaction — DVLA notification and PIP appeal (DWP/MoJ) are separate processes
DO

Daniel Obi

Self-Employed — Van VED Renewal
I'm self-employed and I'm confused about my tax and I've got a client who won't pay.
Today's Process
  1. Van VED renewal due next month — straightforward but needs to confirm vehicle class
  2. Business vehicles have different VED rates depending on weight and emissions
  3. Not sure if his van is correctly classified for business use
  4. MOT also due — separate process, separate reminder
With the Agent
  1. Agent checks Daniel's vehicle registration and confirms the correct VED class
  2. Processes the VED renewal online — correct rate for his van type
  3. Flags MOT due date and reminds him to book
  4. A simple transaction, handled in seconds alongside his more complex HMRC and MoJ interactions
ZB

Zara Begum

First-Timer — Provisional Licence & Driving Test
I'm starting uni in September and I need to sort out everything — money, passport, driving test, all of it.
Today's Process
  1. Has a provisional licence and 14 lessons completed
  2. Driving test booked in 8 weeks — took 3 months to get a slot in Bradford
  3. If she passes, needs to apply for a full licence — separate application
  4. Doesn't understand the process of upgrading from provisional to full
  5. Needs the full licence as ID for university — provisional alone is limiting
With the Agent
  1. Agent confirms driving test booking and date — 8 weeks from now
  2. Checks if earlier test slots have opened up at nearby centres
  3. Explains the pass-to-full-licence process in first-timer language
  4. If she passes, submits the full licence application immediately
  5. Coordinates with passport application (Home Office) — both provide photo ID she needs for uni
FN

Fatima & Tomasz Nowak

Growing Family — EU Driving Licence Exchange
My son's EHCP is stuck, my husband needs to sort out his immigration status, and I don't know if we're getting all the help we're entitled to.
Today's Process
  1. Tomasz still has his Polish driving licence — must exchange before 2027 deadline
  2. Needs to apply via D1 form (paper only for EU exchanges) with supporting documents
  3. Must send original Polish licence to DVLA — can't drive during processing
  4. Processing time varies — could be weeks without a valid licence
  5. Doesn't know about the deadline or the consequences of missing it
With the Agent
  1. Agent flags the 2027 EU licence exchange deadline — Tomasz didn't know
  2. Explains the process: D1 form, documents needed, original licence submission
  3. Advises on timing: avoid peak periods, plan for the period without a licence
  4. Coordinates with Home Office eVisa setup — both require identity verification
  5. Tomasz handles both his immigration status and driving licence in one conversation
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