Title
Contents
Acknowledgements 8
The Authors 9
Abbreviations 10
Summary 12
1. Introduction 18
1.1. Background 18
2. Methodology 22
2.1. Research objectives 22
2.2. Approach 22
2.3. Sample selection 23
2.4. Fieldwork 23
2.5. Scope of the research 24
2.6. Report structure 26
3. Focused Interventions 28
3.1. Introduction 28
3.2. Impact on customer volumes and staff workloads 29
3.3. Impact on customers 30
3.4. Impact on staff 33
3.5. Future use 34
3.6. Summary 35
4. Less Frequent Interventions 36
4.1. Introduction 36
4.2. Impact on customer volumes and staff workloads 37
4.3. Impact on customers 37
4.4. Impact on staff 38
4.5. Future use 38
4.6. Summary of findings 38
5. Telephone and Postal Interventions 40
5.1. Introduction 40
5.2. Impact on customer volumes and staff workloads 41
5.3. Impact on customers 41
5.4. Impact on staff 42
5.5. Future use 42
5.6. Summary of findings 43
6. Group Interventions 44
6.1. Introduction 44
6.2. Impact on customer volumes and staff workloads 46
6.3. Impact on customers 47
6.4. Impact on staff 48
6.5. Future use 49
6.6. Summary of findings 49
7. Externally Conducted Interventions 52
7.1. Introduction 52
7.2. Impact on customer volumes and staff workloads 53
7.3. Impact on customers 54
7.4. Impact on staff 54
7.5. Future use 55
7.6. Summary of findings 55
8. Optimising Customer Flows 56
8.1. Introduction 56
8.2. Impact on customer volumes and staff workloads 56
8.3. Impact on customers 58
8.4. Impact on staff 60
8.5. Future use 61
8.6. Summary of findings 62
9. Summary and conclusions 64
9.1. Introduction 64
9.2. Impacts on customer volumes and staff workloads 67
9.3. Impact on customers 68
9.4. Impact on staff 68
9.5. Future use 69
9.6. Considerations for further research 69
Appendix A: Full details of downturn measures (by category) 72
Appendix B: Jobcentre Plus staff perception of downturn measures: topic guide for managers 76
References 82
Table 1. Categories of downturn measures 13
Table 1.1. Categories of downturn measures 19
Table 1.2. List of downturn measures 20
Table 2.1. Summary of interviews undertaken 23
Table 2.2. Summary of utilisation of downturn measures at offices 25
Table 9.1. Perceived advantages/disadvantages of the downturn measures 64