26 November 2009 – Publication of DWP research report 613: exploring the nature of unappointed face-to-face contacts in Jobcentre Plus offices
A research report is published today by the Department for Work and Pensions which explores the nature of unappointed face-to-face contacts in Jobcentre Plus offices.
The research provides an estimate for the number of people visiting Jobcentre Plus offices without an appointment, uncovers the reasons for these visits and explores awareness of, and preference for, alternative ways of contacting Jobcentre Plus.
The research aims to help Jobcentre Plus find ways of raising awareness of other contact opportunities and ensure customers use the contact channels that are most appropriate to their needs in order to improve customer experience. The research involved footfall counts and visitor surveys in 100 Jobcentre Plus offices.
The key findings of the research were:
- Between 27th March and 13th May 2009, an estimated 2.15 million visitors per week passed through Jobcentre Plus offices.
- 61% of all visitors had a pre-booked appointment.
- 24% of all visitors did not have a pre-booked appointment and did not speak to staff, having simply come in to use a Jobpoint or warm phone, for example.
- 15% of visitors did not have a pre-booked appointment and spoke to a member of staff during their visit. These visitors are referred to in the report as unappointed face-to-face contacts.
- Of the unappointed face-to-face contacts, the most common reasons for visiting the office were to apply for (or find out how to apply for) a benefit (16%) or to get help with looking for a job (15%).
- 29% of unappointed face-to-face visitors said that they had been advised to go into the Jobcentre by someone or something they had seen. The main source of this direction was Jobcentre Plus staff or advisers (25%), followed by friends/colleagues/family members (21%), another organisation (12%) and the Jobcentre Plus and Direct.gov websites (9%).
- Around a quarter of unappointed face-to-face visitors had tried to deal with the main reason for their visit via another channel beforehand (e.g. by telephone or on-line). The most common reason for still needing to visit in person was wanting to speak with someone face-to-face.
- Some unappointed face-to-face visitors were unaware of other ways of contacting Jobcentre Plus. 40% were unaware of the Direct.gov website and 37% were not aware of the central Jobcentre Plus benefits claim telephone line.
Notes to Editors
- The DWP research report “Exploring the nature of unappointed face-to-face contacts in Jobcentre Plus offices” will be published on 26th November 2009.
- The research took place in 100 Jobcentre Plus offices from 27th March to 13th May 2009 and involved footfall counts and visitor surveys.
- Ipsos MORI conducted the research. The report authors are Trinh Tu, Claire Lister and Shreena Kotecha.
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