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Increasing digital channel use amongst digitally excluded Jobcentre Plus claimants
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Adam, Duncan, Campbell-Hall, V., De Hoyos Guajardo, Maria, Green, Anne E. and Thomas, A. (2011) Increasing digital channel use amongst digitally excluded Jobcentre Plus claimants. London: Department for Work and Pensions. (Research Report No. 776).
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Official URL: https://www.gov.uk/government/uploads/system/uploa...
Abstract
The 2011/12 Jobcentre Plus delivery plan makes a commitment to develop and increase digital services1, enabling claimants to self-serve but also creating the potential for a more comprehensive rich media service.
Research shows there is a statistically significant association between the social disadvantages an individual faces and their inability to access and use digital services.
Qualitative research was commissioned to develop an actionable approach to encourage digitally excluded claimants to use Jobcentre Plus digital channels, by increasing Jobcentre Plus’ understanding of:
• how to address the barriers to digital service usage;
• the behavioural strategies required to encourage digitally excluded claimants online; • the types of services that claimants might value (which involved presenting claimants with examples of potential digital services); and
• the role of Jobcentre Plus staff and digital partners in supporting the migration of claimants to online services.
For the purpose of this research, ‘digitally excluded’ claimants are defined as individuals who never access the internet, or do so no more than three times a month, and lack confidence in their internet skills.
Between April and June 2011, 80 face-to-face interviews with digitally excluded Jobseeker’s Allowance (JSA), Income Support (IS), Employment and Support Allowance (ESA) and Incapacity Benefit (IB) claimants, 35 telephone interviews with Jobcentre Plus staff and five telephone interviews with external digital partners were undertaken and analysed thematically (further details are presented in Chapter 1).
| Item Type: | Report | |||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor | |||||||||
| Divisions: | Faculty of Social Sciences > Institute for Employment Research | |||||||||
| Library of Congress Subject Headings (LCSH): | Job hunting -- Great Britain, Employment agencies -- Great Britain, Unemployment -- Great Britain | |||||||||
| Series Name: | Research Report No. 776 | |||||||||
| Publisher: | Department for Work and Pensions | |||||||||
| Place of Publication: | London | |||||||||
| ISBN: | 978190852266 | |||||||||
| Official Date: | September 2011 | |||||||||
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| Number of Pages: | 84 | |||||||||
| Status: | Peer Reviewed | |||||||||
| Publication Status: | Published | |||||||||
| Access rights to Published version: | Open Access | |||||||||
| RIOXX Funder/Project Grant: |
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