By Bridget Williams, Chris Holmes, Josh Hunt and Jo Phillips
This research was conducted over a six month period with customers of Jobcentre Plus and the public in a context of Jobcentre Plus aiming to improving existing delivery by automating systems for information collection, processing, decision making, and payments.
This research was commissioned to understand the reactions of current and potential future benefits customers to a proposed online service. The research sought to understand the appeal of the new service, estimate likely uptake, and provide guidance on how to increase uptake amongst key customer groups.
The findings from this research are likely also to be relevant to other government departments and organisations who wish to deliver their services via online channels.