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Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service

Published online by Cambridge University Press:  18 May 2012

Bruce Stafford ,
Simon Roberts  and
Deirdre Duffy
Bruce Stafford
Affiliation:
School of Sociology and Social Policy, University of Nottingham E-mail: bruce.stafford@nottingham.ac.uk
Simon Roberts
Affiliation:
School of Sociology and Social Policy, University of Nottingham E-mail: simon.roberts@nottingham.ac.uk
Deirdre Duffy
Affiliation:
School of Politics and International Relations, University of Nottingham E-mail: deirdre.duffy@nottingham.ac.uk
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Abstract

This article explores the impact of a more individualised public employment service on vulnerable people. It analyses a system Jobcentre Plus implemented in 2008, Accessing Jobcentre Plus Customer Services (AJCS), to improve customer services by minimising ‘footfall’ in local offices, encouraging the use of self-service facilities and targeting service delivery to the requirements of customers. The article shows that certain vulnerable groups, notably people with disabilities, are not necessarily well served by the new system. The article highlights tensions between managing a large and complex service and addressing the individual needs of vulnerable members of society adequately.

Keywords

Jobcentre Plusvulnerable customersunemploymentdisabilitydelivering services
Type
Articles
Information
Social Policy and Society , Volume 11 , Issue 4 , October 2012 , pp. 495 - 506
Copyright
Copyright © Cambridge University Press 2012

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