DWP Study Explores Contributory Benefit Customer Journeys and Support Needs
UKPulse Consumer Desk
The Department for Work and Pensions (DWP) has published a qualitative study examining the experiences of New Style Employment and Support Allowance (ESA) and New Style Jobseeker’s Allowance (JSA) customers.
- The study involved qualitative interviews with New Style ESA and JSA customers and focus groups with jobcentre work coaches.
- It aims to understand factors influencing customers' journeys, their work histories, attitudes, and support needs.
- The research seeks to fill gaps in evidence regarding contributory benefit customer experiences and attitudes.
A new qualitative study by the Department for Work and Pensions (DWP) has explored the journeys, experiences, and aspirations of customers receiving contributory benefits. The research focused on individuals claiming New Style Employment and Support Allowance (ESA) and New Style Jobseeker’s Allowance (JSA).
The study involved qualitative interviews with customers and focus groups with jobcentre work coaches. It aimed to better understand factors influencing customers' entry into and progression within the benefit system, their work histories, attitudes, and aspirations.
The DWP undertook this research to address existing gaps in evidence concerning the experiences of contributory benefit customers. This includes their journeys onto benefits, their experiences within the welfare system, and their attitudes towards work, support, and the contributory principle.
Why this matters: The findings from this report will inform policy decisions by improving understanding of the journeys and support needs of contributory benefit customers, particularly in light of the 'Pathways to Work: Reforming Benefits and Support to Get Britain Working' Green Paper.