Fraud and error deterrence and prevention message testing
This research aimed to inform the design of communications to discourage benefit fraud and other non-compliant claimant behaviour.
Documents
Details
This qualitative research with Universal Credit and Pension Credit claimants tested new messages and message themes to inform the design of communications products aiming to discourage:
- benefit fraud
- other forms of non-compliant claimant behaviour
The Department for Work and Pensions commissioned Solutions Strategy Research Facilitation Ltd to conduct exploratory research with claimants who had shown that they might need better support and information to help them understand the benefit rules and the consequences of getting things wrong.
The fieldwork was carried out between June and August 2018 in accordance with the Market Research Society regulations and Government Social Research code of practice.
Research value
The research identified several ways in which the department could improve how it engages and communicates with claimants to:
- improve the quality of service it delivers
- encourage better compliance with the benefit rules
The findings are informing the design of important communications aimed at Universal Credit and Pension Credit claimants.
Authors: Philip Wilson and Michelle Lloyd.
Related content
Fraud and error in the benefit system
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Factors affecting compliance with rules: understanding the behaviour and motivations behind customer fraud