Colin Watson

DWP customer survey 2024-2025: only 67% would have been able to access services online (if available). Another 15% or so, could do so with help, with almost 20% saying they would not be able to even with help. These figures also exvlide those who are not “customers” i.e. made contact with the DWP in the year such as…. 1/2

https://www.gov.uk/government/publications/dwp-customer-experience-survey-benefit-customers-2024-to-2025/dwp-customer-experience-survey-benefit-customers-2024-to-2025

DWP Customer Experience Survey, Benefit Customers 2024 to 2025

GOV.UK
Sep 29 at 5:06pmMastodon for iOS
Show threadColin WatsonSep 29

…. those who choose not to claim, are out off claiming, don’t know they are eligible, and those who are forced to use online only (because of no alternative available and/or offered) but cannot do so and so never become a “customer”.

See some ideas why people can have difficulties using online services due to design choices (beyond devices, data and accessibility) @DBD_Cornucopia https://www.digitalbenefits.uk 2/2

#welfarebenefits #dwp #socialsecurity #designdiscretion #humancomputerinteraction #hci

Digital Benefits and Disbenefits Project

Information from the Digital Benefits and Disbenefits Project which explored e-government technology-generated remote self-service encounters in welfare benefit public services