Title
Contents
Acknowledgements 6
The Authors 7
Summary 1Summary 8
1. Introduction 14
1.1 Background and context 14
1.2 The concept of automation 14
1.3 Research aims and objectives 15
1.4 Overview of the study design 15
1.5 Structure of the report 18
2. Perceived strengths of an automated Pension Credit system 19
2.1 Introduction 19
2.2 Awareness of eligibility 20
2.3 Overcoming the stigma of applying 22
2.4 Convenience 23
2.4.1 Making an application 23
2.4.2 A quicker process 26
2.5 Take-up 27
2.6 Summary 27
3. Concerns around automation and possible ways of addressing these 28
3.1 Introduction 28
3.2 The nature of the information held by the Government and its use 29
3.2.1 Privacy 29
3.2.2 Data security 30
3.2.3 Accuracy of the information used by the Government to assess claims 32
3.3 The nature of the information given to customers 34
3.4 Choice and control over the claims process 36
3.5 Fraud 37
3.6 Resource issues for the Government 38
3.7 Feasibility and mistrust of automation 40
3.8 Summary 40
4. Promoting automation of Pension Credit 42
4.1 Introduction 42
4.2 The message to convey 42
4.2.1 Clarity of message 42
4.2.2 Tone 42
4.2.3 Consent 43
4.3 Ways of delivering the message 43
4.4 Summary 43
5. Conclusions and implications 44
5.1 Impact of automating Pension Credit on the individual 44
5.2 Impacts of automating Pension Credit on the benefits system 45
5.3 Automating other income-related benefits 46
5.4 Conclusion 46
5.5 Good practice points based on the views of respondents 47
5.5.1 Rapid processing and delivery of claims 47
5.5.2 Advanced notification of entitlement 47
5.5.3 Transparency of information around assessments 47
5.5.4 Accuracy of information 47
5.5.5 Customer input into the information used to make assessments 47
5.5.6 Protecting privacy 48
5.5.7 Providing an opportunity to opt out 48
Appendix A. The screening question used to ascertain whether a person not claiming Pension Credit in the sample was eligible 49
Appendix B. The topic guide 51
Appendix C. The reflective vignettes around automation offered to respondents 62
References 67
Table 1.1 Sample profile 16
Table 1.2 A summary of the vignettes used 17