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Centre for Policy on Ageing | |
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Customer experience of Direct Payment
— a report of research carried out by IFF Research Ltd on behalf of the Department for Work and Pensions | | Author(s) | Lorna Adams, Karen Bunt, Danielle Bright |
| Corporate Author | IFF Research Ltd; Department for Work and Pensions - DWP |
| Publisher | Department for Work and Pensions, London, 2004 |
| Pages | 35 pp (Department for Work and Pensions In-house research report, 150) |
| Source | Social Research Division, Department for Work and Pensions, 4th Floor Adelphi, 1-11 John Adam Street, London WC2N 6HT. Website: http://www.dwp.gov.uk/asd/ |
| Keywords | Services ; Social security benefits ; Consumer ; Usage [services] ; Quantitative studies. |
| Annotation | Increasing use of Direct Payment (payment of pension and benefits into an account) forms a key part of the Government's modernisation agenda for public services. The purpose of this survey was to obtain a quantitative assessment from a wide variety of DWP customers regarding their experiences of receiving entitlements by automated credit transfer (ACT) into a bank or Post Office card account. The aim was to measure the level of customer satisfaction with the direct payment process; and to identify any improvements to the process which might encourage take-up. A telephone survey was conducted in June and July 2004 with 1510 customers receiving working age, disability, carers or pension related benefits by direct payment. Respondents were selected on the basis of having two or three months experience of being paid in this way. (RH). |
| Accession Number | CPA-050208007 B |
| Classmark | I: JH: WY: QLD: 3DQ |
Data © Centre for Policy on Ageing |
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| ...from the Ageinfo database published by Centre for Policy on Ageing. |
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