Research and Statistics

In and Out of Work pilot evaluation: Findings from staff and customer research

by Lorna Adams, Jen Kelly and Sarah Fish

In September 2007, the In and Out of Work pilots were introduced across six local authorities. The six pilots covered a total of 39 sites - including six local authorities, two Contact Centres, 24 Jobcentres, five Benefit Delivery Centres, and the HMRC Tax Credit Office. The overall aim of the pilot was to improve the experience for customers moving in to and out of work by:

  • providing a single point of customer contact for key in and out of work support;
  • adopting a 'tell us once' philosophy - information and evidence is gathered once and shared;
  • enabling quicker payment of benefit and reducing overpayments;
  • emphasising the importance of work by bringing forward the Work Focused Interview to the first available date.

    As part of an overall evaluation of the pilot, two phases of research were commissioned to report on the operation of these pilots from a staff and customer perspective. The research involved qualitative research with Jobcentre Plus, HMRC and local authority staff in each of the six pilot districts and quantitative research with customers who had experienced the pilot process.

    August 2008 80 pages 297x210mm

    ISBN 978 1 84712 393 0

     

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