Research and analysis

Digital skills, channel preferences and access needs: DWP customers

This research aimed to understand the level of digital skills of DWP customers across 10 benefits lines.

From:
Department for Work and Pensions
Published
25 March 2024

Documents

Digital skills, channel preferences and access needs: DWP customers

Ref: ISBN 978-1-78659-641-3, RR 1050

PDF, 2.62 MB, 191 pages

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Details

This research aimed to understand the level of digital skills of DWP customers across 10 benefit lines:

  • Attendance Allowance (AA)
  • Bereavement Support Payment (BSP)
  • Carers Allowance (CA)
  • Disability Living Allowance for Children (DLAc)
  • Employment and Support Allowance (ESA)
  • Jobseeker’s Allowance (JSA)
  • Pension Credit (PC)
  • Personal Independence Payment (PIP)
  • Universal Credit (UC)
  • State Pension (SP)

The research includes:

  • which digital tools they use
  • which they would like to use
  • their ability to engage with digital products
  • support needs for accessing digital channels
  • customer preferences by channel and self-serve

There is also a report on Digital skills, channel preferences and access needs of DWP Personal Independence Payment customers.

Published 25 March 2024

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