Additional Jobcentre Support pilot: qualitative research
This qualitative study explores claimant and staff experiences of the Additional Jobcentre Support pilot, particularly focusing on phase two.
Applies to England, Scotland and Wales
Documents
Details
This report examines DWP’s Additional Jobcentre Support (AJS) pilot. This tested whether providing Universal Credit claimants in the Intensive Work Search regime with more frequent and intensive support earlier in their claim could help them move into employment or increase earnings.
The pilot introduced daily engagement at key points in a claimant’s journey, including an additional week of intensive employability support at Week 7. This was designed to identify and address barriers earlier than the standard offer.
The report was commissioned to capture insights from the delivery of AJS, including claimant and staff experiences, and to identify lessons for future policy and service design. Although the pilot was discontinued following the 2024 general election, the findings provide valuable evidence on:
- what worked well
- what challenges were encountered
- how similar approaches could be improved or adapted in designing future employment support services
Research value
The department has drawn on these findings to inform future employment service design. Key lessons are being considered in the development of the jobs and careers service, such as:
- the importance of clear claimant communication
- tailoring support for different groups
- improving administrative processes
The research also highlighted areas for improvement in guidance, onboarding, and group session delivery, which have informed training and resource planning for current programmes.