Title
Contents
Acknowledgements 7
The Authors 8
Summary 9
1. Introduction to the research 13
1.1 Background to the research 13
1.2 Objectives of the research 14
1.3 Methodology 14
1.3.1 Literature review 14
1.3.2 Original material from DCS staff workshops 15
1.3.3 Depth interviews 15
1.3.4 Stakeholder workshop 16
1.4 The interpretation of qualitative data 17
1.5 Structure of the report 17
2. Review of the literature 19
2.1 Background 19
2.2 Structure of the literature review 20
2.3 Ethnic minority groups in the UK: demographics, socio-economic characteristics and cultural attitudes to disability 20
2.4 Ethnic minorities and access to welfare services 22
2.5 Potential areas for dissatisfaction 24
2.5.1 Role of staff 24
2.5.2 Welfare organisations' office environment 25
2.5.3 Language barriers 25
2.5.4 Forms 25
2.5.5 Communications 25
2.5.6 Trips abroad and residence requirements 26
2.5.7 General feeling of alienation 26
2.6 Important considerations for the research 27
2.6.1 Diversity within the ethnic minority customer group 27
2.6.2 Specific vulnerable groups among ethnic minority customers 27
3. Disability and Carers Service staff workshops 29
3.1 Background 29
3.2 General findings 30
3.3 Language barriers 30
3.4 Forms 31
3.5 Nationality requirements 32
3.6 Cultural issues 32
3.7 Trips abroad 32
3.8 The role of Disability and Carers Service staff 33
4. Qualitative research findings 35
4.1 Introduction 35
4.2 Perceptions of good customer service and expectations of government services 35
4.2.1 Engaging with the concept of good customer service 35
4.2.2 The distinction between 'dealing' with applicants and giving them what they want 37
4.3 Claiming disability benefits 38
4.3.1 Prior to making a claim 38
4.3.2 The claiming process 40
4.4 Perceptions of the decision-making process 45
4.4.1 Poor understanding of claimants' situation 45
4.4.2 Lack of transparency of the eligibility criteria 46
4.4.3 DCS decision-makers: unattainable and impersonal 47
4.4.4 Finding out about the outcome 47
4.5 Post claim 48
4.5.1 Payments and benefit amount 48
4.5.2 Contact with DCS 49
4.5.3 Potential sources of worry for DCS customers 49
4.5.4 Appeals and complaints 50
4.6 Perception of Disability and Carers Service in general 52
4.6.1 Gratitude towards DCS 52
4.6.2 Differentiating DCS from other welfare services 52
4.6.3 A distant and faceless organisation? 53
4.7 Customers suggestions for service improvement 54
4.7.1 Keeping in contact with customers 54
4.7.2 Go beyond the money 54
4.8 Summary 55
5. Stakeholder workshop and depth interviews 57
5.1 Background and methodology 57
5.2 General findings 57
5.2.1 Welfare services and ethnic minority customers 57
5.2.2 The claiming process 58
5.3 Proposed solutions 59
6. Conclusion and recommendations 61
6.1 Understanding lower satisfaction levels 61
6.2 Perceptions of good customer service 62
6.3 Recommendations 63
Appendix A. Depth interviews discussion guide 65
Appendix B. Stakeholder workshop discussion guide 79
References 89
Table 1.1 Main sample achievement 16