Customers' experiences of contact with the Pension, Disability and Carers Service: research summary: summary

Document type
Summary
Author(s)
Whitfield, Grahame; Waring, Amanda; Goode, Jackie
Publisher
DWP
Date of publication
1 February 2011
Series
Research report; 722
Subject(s)
Poverty Alleviation Welfare Benefits and Financial Inclusion, Older Adults
Corporate subject(s)
Great Britain. Pension, Disability and Carers' Service
Collection
Social welfare
Material type
Reports

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Summary of a report presenting the findings of research 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

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