Research and analysis

Accessing Jobcentre Plus Customer Services: a qualitative study (RR651)

This report provides early feedback following the national roll-out of AJCS and examines whether the model is operating as intended.

Documents

Accessing Jobcentre Plus Customer Services: a qualitative study (RR651): summary

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Detail

By Deirdre Duffy, Simon Roberts and Bruce Stafford

In recent years Jobcentre Plus has introduced a number of initiatives to improve the delivery of services to customers. There has been a rapid expansion in the use of telephony and web-based services, and so the number of ‘channels’ through which people can access Jobcentre Plus services has increased. The Accessing Jobcentre Plus Customer Services (AJCS) model was introduced into offices to help deal with rising levels of unappointed footfall and to help customers utilise the service channel that best meets their needs.

This report provides early feedback following the national roll-out of AJCS and examines whether the model is operating as intended. Staff interviews and observations as well as consultation with Customer Representative Groups inform the evaluation.