CIS FAQs
Q. Can staff working from home use their own PCs?
A. No, CIS access to users working from remote locations can only be given on equipment provided by the LA (or service provider). This excludes home owned IT equipment.
Q. We have staff assessing HB/CTB from customers homes are they able to access CIS?
A. No. Wireless connections are not allowed.
Q. I’m a Government Gateway Assistant and I’ve forgotten my User ID (or password), what do I do?
A. Refer to the LA CIS Guide (395KB) 
. It details the process to follow.
Q. How do I change my password?
A. Deskaid DA03 details
the process. Passwords must be changed every 30 days through the Government
Gateway.
Q. The LAs IP address has changed. Who do we notify?
A. Send details by email to LAST on a LAST 6 form. LAST will notify the LA when the change has been implemented. This needs to be done a week in advance to prevent loss of access to CIS.
Q. Can the LA register more users to access CIS?
A. Yes, remember though access to CIS is for only for the purposes of administering HB/CTB. To request more users LAs should complete form Additional Users and email it to LAST on LA-ST@DWP.GSI.GOV.UK
Q. Is CIS access limited to staff that process HB/CTB?
A. No, as examples it is acceptable for fraud, overpayments and Customer Service staff to access CIS for the purposes of administering HB/CTB. Refer to section 2 of the LA CIS Guide (395KB) , which provides more detail. If LAs are in any doubt they should contact LA-ST@DWP.GSI.GOV.UK
Q. The original signatory to the MoU has left the LA, what do we do?
A. A new signatory will be required to sign the form in
the MoU and return it to the HBIF Programme.
Q. We LA intends to contract out the HB/CTB service to a contractor. Can the service provider be given access to CIS?
A. Yes, please refer to the MoU for further guidance. LAs considering this should contact LA-ST@DWP.GSI.GOV.UK
Q. What forms do I need to complete when I get a test check?
A. Refer to section 5 of the LA CIS Guide (395KB) . The user should complete a LAST 1 form and pass it to the Checking Officer with any supporting documents.
Q. I have received an ETD for another LA, what should I do with it?
A. The LA code is wrong and needs amending. The HB/CTB interest should be changed. Send the ETD to the correct LA to amend the indicator.
Q. Can we copy LA CIS training material and guidance?
A. Yes, see the latest version of the LA CIS Training and Guidance. This may be downloaded and reproduced as required. Be aware though the guidance is periodically revised.
Q. We cannot access CIS, what do we do?
A. Notify the GG USER who will follow the agreed process detailed in the LA CIS Guide (395KB) . If the problem affects CIS LAST will notify all LAs and provide regular updates until the incident is resolved.