A qualitative study with contributory benefit customers and staff
This report explores customers' journeys, experiences and aspirations within the contributory benefit system (New Style ESA and New Style JSA) and employment.
Applies to England, Scotland and Wales
Documents
Details
This report outlines the findings from a qualitative study with contributory benefit customers. The research involved qualitative interviews with New Style Employment and Support Allowance (ESA) and New Style Jobseeker’s Allowance (JSA) customers and focus groups with jobcentre work coaches.
The Department for Work and Pensions (DWP) undertook this study to better understand:
- the factors influencing contributory benefit customers journeys onto and within the benefit system
- contributory customers’ work histories, attitudes and aspirations
- work or non-work related non-financial support contributory benefit customers want or need
- contributory benefit customers’ and work coaches’ attitudes towards current and hypothetical policy principles
The research aims to explore how contributory customers’ attitudes, behaviours and needs shape their journeys within the welfare benefit system and employment.
Contribution to the evidence base
There are currently significant gaps in evidence on the experiences of contributory benefit customers. This research fills key evidence gaps, particularly in relation to customer:
- journeys onto contributory benefits
- experiences within the welfare benefit system
- attitudes toward work, support and the contributory principle
Research value
The ‘Pathways to Work: Reforming Benefits and Support to Get Britain Working’ Green Paper consulted on the possibility of reforming the structure of the health and disability benefits system. The findings from this report will inform policy decisions by improving understanding of the journeys and support needs of contributory benefit customers. It is important to understand current experiences on contributory benefits in order to make valuable improvements for the future.