Research and analysis

Digital skills, channel preferences and access needs: DWP customers

This research aimed to understand the level of digital skills of DWP customers across 10 benefits lines.

• From: Department for Work and Pensions
• Published: 25 March 2024

Documents

Digital skills, channel preferences and access needs: DWP customers

Ref: ISBN 978-1-78659-641-3, RR 1050

PDF, 2.62 MB, 191 pages

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Details

This research aimed to understand the level of digital skills of DWP customers across 10 benefit lines:

• Attendance Allowance (AA)
• Bereavement Support Payment (BSP)
• Carer’s Allowance (CA)
• Disability Living Allowance for Children (DLAc)
• Employment and Support Allowance (ESA)
• Jobseeker’s Allowance (JSA)
• Pension Credit (PC)
• Personal Independence Payment (PIP)
• Universal Credit (UC)
• State Pension (SP)

The research includes:

• which digital tools they use
• which they would like to use
• their ability to engage with digital products
• support needs for accessing digital channels
• customer preferences by channel and self-serve

There is also a report on Digital skills, channel preferences and access needs of DWP Personal Independence Payment customers.

Published 25 March 2024