Literature Review to Inform the Future Digitisation of Jobcentre Plus Service Delivery

In line with the Government’s ‘Digital Britain’ project, Jobcentre Plus aims to increase the range of services that are delivered online and encourage its customers to migrate to this channel. CRSP has been commissioned to undertake a literature review that evaluates UK and international texts covering:

• customers’/clients’ appetite for online use and potential resource obstacles;
• future projections of internet access and technological developments; and
• best practice in online service delivery in both the public and private sphere.

A key aspect of the review is an assessment of the extent to which particular changes may have differential impacts on – or raise different issues for – different parts of their customer base: for example, lone parents, disabled people and people from minority ethnic populations.

Start date: February 2010

Completion date: July 2010.

Project Team: Grahame Whitfield; Kim Perren; Viet-Hai Phung; Jacqueline Beckhelling, Rebecca Hand.

Sponsor: Jobcentre Plus, Department for Work and Pensions

Publication:
Whitfield, G., Perren, K., Stuart, D. and Norris, M. (2010) Literature review to inform the future digitisation of Jobcentre Plus service delivery. Norwich: Department for Work and Pensions.

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