Publication of DWP research report no. 651: Accessing Jobcentre Plus Customer Services: a qualitative study
A report is published today by the Department for Work and Pensions which presents findings from a qualitative study of the Accessing Jobcentre Plus Customer Services (AJCS) model following its national roll-out. The AJCS model aimed to manage the flow of customers in Jobcentre Plus offices by directing those without appointments to the most appropriate contact channel, thus helping staff to identify and assist vulnerable customers more quickly and effectively.
The research involved in-depth interviews with frontline Jobcentre Plus staff, an observational study of the AJCS model and a focus group with members of the National Jobcentre Plus Customer Representative Group Forum.
The key findings of the research are:
- Jobcentre Plus staff respondents thought that the AJCS model had achieved its aim of helping to manage the flow of customers in Jobcentre Plus offices by directing those without appointments to the most appropriate contact channel. Many said that the increase in customer volumes during the economic downturn would have been unmanageable without the AJCS model.
- Staff respondents observed that, following the introduction of the AJCS model, the majority of customers used self-service channels such as Customer Access Telephone Points. Some staff suggested that customers preferred using such channels as they were able to contact Benefit Delivery Centres directly.
- The approach to identifying vulnerable customers was found to vary across offices, with staff using a combination of Jobcentre Plus guidance and their own judgement. The Customer Care Officer role was also found to be implemented inconsistently, with customer representatives citing examples of behaviour that is not part of the job description such as providing benefit advice and restricting access to offices.
- The research also highlights potential areas for improvement which relate to Benefit Delivery Centres. For example, customer representatives were critical of the use of an 0845 number which can be expensive for mobile phone users. However, customers have free access to Benefit Delivery Centres via the Customer Access Telephone Points.
http://www.dwp.gov.uk/newsroom/press-releases/2010/july-2010/dwp082-10-0...
PDF version Publication of DWP research report 634: An Exploratory Comparison of the Interactions Between Advisers and Younger and Older Clients During Work Focused Interviews
This report presents findings from an exploratory comparison of interactions between personal advisers and older and younger clients during work focused interviews (WFIs). The study was commissioned by the Department for Work and Pensions (DWP) and conducted by researchers at the Social Policy Research Unit and Department of Sociology at the University of York. The WFI recordings were selected from a dataset that had been collected for a larger study (Drew et al., 2010).
As a result of this research more training is being introduced to help advisers understand the detailed issues faced by some people over the age of 50.
The main findings include:
Evidence of overall variation by client age came predominantly in the New Jobseeker Interviews. In interviews with older clients, advisers:
- were more likely to agree fewer job goals.
- conducted fewer assisted job searches and job submissions .
- tend to give ‘softer’ explanations of the requirement to evidence job search activity.
In New Jobseeker Interviews and initial IB WFIs there was some evidence to suggest that individual advisers modified their approaches when meeting older or younger clients. Differences observed included:
- weekly job search activity requirements more minimal for JSA older clients;
- a stronger balance of emphasis on return to work when giving initial explanations of WFIs to younger IB clients.
- Return to work treated as a less definite possibility for older IB clients.
Where age related differences were apparent, these tended to emerge at age 25 years and above, or with clients aged 40 and above rather than a clear distinction above/below age 50 years.
The report identified a number of policy implications:
- Consider whether there are aspects of the WFI process which might be appropriately and effectively tailored to different clients and aspects which should remain consistent;
- Equip advisers with accessible information about age discrimination legislation and referral channels to more specialist sources of advice and guidance;
- Consider the concept of the ‘older client’ and ways in which this can be meaningfully defined and applied.
http://www.dwp.gov.uk/newsroom/press-releases/2010/june-2010/dwp077-10-2...
Publication of DWP research report 633: A Study of Language and Communication Between Advisers and Claimants in Work-Focused Interviews
A report is published today by the Department for Work and Pensions on the findings of a qualitative study of interactions between Jobcentre Plus Personal Advisers and their customers.
This is the first report in the DWP Research Series to make extensive use of audio-visual recordings to study adviser-customer behaviour during interviews. In addition, the study also contains another “first” – the recordings have been transcribed according to Conversation Analysis (CA) conventions that capture the detail of not only what is said but how it is said, including pauses and changes in intonation.
The key findings of the study are:
- Analysis of transcripts allowed verbal behaviour to be linked to contrasting interview styles: successful ones were more likely to be collaborative, directive, pro-active, positive and challenging;
- Successful interview styles were more likely to be customer-focussed rather than process-led;
- Meaningful discussion about work was encouraged by a greater use of open-ended questions and explicit invitations (to apply for specific vacancies or participate in programmes);
- Language used in interviews demonstrated some PAs had pre-conceived notions of ‘realistic’ job goals, irrespective of customers’ own views and experiences:
- Discussions were sometimes deflected by customers into conversations about medical conditions or other barriers to work, blocking constructive dialogue about how to manage these problems in a work context.
Since the research was conducted in 2007 and 2008, Jobcentre Plus has introduced a range of materials for Advisers and their Managers which draws on findings from the study.
http://www.dwp.gov.uk/newsroom/press-releases/2010/june-2010/dwp076-10-2...
Knowing and understanding Disability and Carers Service customers - DWP
http://campaigns.dwp.gov.uk/asd/asd5/rports2007-2008/rrep439.pdf
Publication of DWP research report no. 657: 2009 Jobcentre Plus Customer Satisfaction Research; findings from quantitative and qualitative research
A report is published today by the Department for Work and Pensions on the findings of the 2009 Jobcentre Plus Customer Satisfaction Research. The research was undertaken to provide an assessment of satisfaction with Jobcentre Plus services and involved a quantitative survey of customers and qualitative follow-up research.
Some of the key findings include:
http://www.dwp.gov.uk/newsroom/press-releases/2010/july-2010/dwp081-10-0...