Provider-led Pathways to Work: the experiences of new and repeat customers in phase one areas (RR723)
The report describes the pattern of customers' engagement with the Pathways to Work programme.
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By Oliver Hayllar and Martin Wood
Following the roll-out of Pathways to Work covering 40 per cent of the country where Jobcentre Plus was the hub of delivery, a ‘Provider-led’ (PL) model of Pathways to Work was nationally rolled out across the remainder of the country in December 2007 (phase one) and April 2008 (phase two). In this model, private and not-for-profit third sector organisations were contracted out to deliver the programme in order to:
- improve the efficiency of service provision
- improve outcomes by encouraging innovation within a framework of basic standards.
Building on earlier qualitative studies conducted as part of a wider evaluation of PL Pathways, this report uses quantitative evidence of customer experiences to address several issues presented by the change to the delivery approach. The research is based on a telephone survey of 3,095 customers in phase one areas of PL Pathways. Interviews were conducted, on average, 14 months after customers made their claims for incapacity benefits.
The report describes the pattern of customers’ engagement with the programme, their experiences and assessments of the process and services and their work and health outcomes in the medium term.