Colin WatsonDWP 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
…. 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
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