DAVIES, V. ... et al, 2004. Delivering the Jobcentre Plus vision: qualitative research with staff and customers (Phase 3). Research report (Great Britain. Dept. for Work and Pensions); 222. Leeds : Corporate Document Supply.
Research report (Great Britain. Dept. for Work and Pensions);222
Jobcentre Plus is a key part of the Government’s strategy for welfare reform. It brings
together the services of the Employment Service (ES) and the Benefits Agency (BA) to
provide a single point of delivery for jobs, benefits advice and support for people of
working age. In October 2001, 56 Jobcentre Plus Pathfinder offices and associated
contact centres were established in 17 clusters across the UK, offering a fully
integrated work and benefits service. The aim of the Pathfinder offices was to lead
the way in demonstrating the new service, culture and organisation of Jobcentre
Plus. Representing the second stage of the national implementation of Jobcentre
Plus’ ‘day two’ offices were planned to roll-out between April 2002 and March 2003
across twenty-four districts (some of which included Pathfinder offices). Further
offices are planned to open over the next three years and the network will be
complete by 2006.
The Department for Work and Pensions (DWP) commissioned the Labour Market
Research Partnership (led by ECOTEC Research & Consulting Ltd) and the Centre for
Research in Social Policy (CRSP) at Loughborough University to conduct a qualitative
evaluation of Jobcentre Plus. The overall purpose of the research was to assess the
extent to which Pathfinder and day two offices were delivering the Jobcentre Plus
vision. This report presents the findings of qualitative research conducted with staff
and customers in Jobcentre Plus offices. It builds on earlier research to show the
progress achieved by Pathfinder offices over the last year and includes an assessment
of delivery within the new, day two offices.
This report can be accessed online at the DWP website: http://research.dwp.gov.uk/asd/asd5/report_abstracts/rr_abstracts/rra_222.asp