Research and Statistics

Employers use of alternative Jobcentre Plus service delivery channels: investigation of issues

Research Report No. 393

by Dr. Carol Goldstone and Laurette Douglas

Jobcentre Plus uses a variety of channels to deliver its services to employers. These include face-to-face, telephone and internet routes for vacancy placing, servicing and employer engagement or account management.

Because Jobcentre Plus has not previously specifically research the issues relating to channel preference for employers, there were gaps in the understanding of employers' familiarity with and attitudes towards different service delivery channels. In addition, Jobcentre Plus is currently revising its channels strategy for employers, with a particular view to expanding e-channels for the future, and it was, therefore, considered timely to investigate this area in more detail.

This report details the findings of a qualitative study among employers that was commissioned in order to inform the channels strategy. Depth interviews were undertaken with a total of 72 employers in 66 organisations across Britain.

The report considers:

  • the use of different service delivery channels used by employers to recruit staff both through Jobcentre Plus and competitor recruitment partners;
  • employers' views of the various tele- and e-channel recruitment channels provided by Jobcentre Plus and competitors;
  • the drivers for employers' choice of channel, within different recruitment methods;
  • barriers preventing use of e-channels for recruitment by employers;
  • changes to Jobcentre Plus tele- and e-channels that would encourage greater take up by employers;
  • differences in e-capability amongst employers and how this affects recruitment channel choice.

    October 2006

    ISBN 1 84712 100 4

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