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Customers’ experiences of contact with the Pension, Disability and Carers Service

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posted on 18.02.2011, 15:02 by Grahame Whitfield, Amanda Waring, Jackie Goode, Viet-Hai Phung, Katherine HillKatherine Hill
This research was conducted over a six month period with customers of the Pension, Disability and Carers Service (PDCS) in a context of government initiatives to increase levels of support to low income pensioners. This study aimed to provide PDCS with detailed insights into what kinds of ‘trigger’ events encourage pensioners to make contact with PDCS; whether and how they are facilitated in doing so by others with whom they are in touch; what channels of communication they use; how they experience their contact with the service; and what PDCS might do to enhance the effectiveness of their service delivery. The findings from this research are likely also to be relevant to other government departments and organisations with responsibility for delivering services to older people.

History

School

  • Social Sciences

Department

  • Communication, Media, Social and Policy Studies

Research Unit

  • Centre for Research in Social Policy (CRSP)

Citation

WHITFIELD, G. ... et al, 2011. Customers’ experiences of contact with the Pension, Disability and Carers Service. Research report / Department for Work and Pensions; no. 722. London: Department for Work and Pensions.

Publisher

Department for Work and Pensions (© Crown copyright)

Version

VoR (Version of Record)

Publication date

2011

Notes

A report of research carried out by Centre for Research in Social Policy (CRSP) on behalf of the Department for Work and Pensions. This report contains public sector information licensed under the Open Government Licence v1.0: http://www.nationalarchives.gov.uk/doc/open-government-licence/

ISBN

9781847129192

Book series

Research report (Great Britain. Dept. for Work and Pensions);722

Language

en

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