Title
Contents
Acknowledgements 6
The Authors 7
Glossary 8
Summary 9
1. Introduction 17
1.1 Background 17
1.2 Objectives 18
1.3 Methodology 19
1.4 An inclusive approach 21
1.5 Presentation and interpretation of results 21
1.6 Measuring perceptions 21
2. Overall customer attitudes 22
2.1 Overall service satisfaction 22
2.2 Advocacy 24
2.3 Key drivers analysis - what drives advocacy? 26
3. Delivering the Customer Promise/Vision Statement 28
4. Making contact with the Disability and Carers Service 31
4.1 Sources of information about allowances 31
4.2 Methods of making contact 31
4.3 Accessible services - use of alternative formats by DCS 33
5. The claims process 36
5.1 Making a claim 36
5.2 Help or guidance 37
5.2.1 Help or guidance in general 37
5.2.2 Help and guidance from DCS 38
5.2.3 Reasons for help 38
5.3 Strategic priorities 39
6. Strategic priorities for contact 41
6.1 Strategic priorities - overview 41
6.2 Telephone contact 43
6.3 Priorities for telephone services 44
6.4 Satisfaction with telephone services 44
6.5 Written contact 45
6.6 Priorities for written contact 46
6.7 Satisfaction with written contact 46
7. Areas for improvement 48
7.1 Difficulties or problems 48
7.2 Complaints 49
7.3 Improvements customers would like to see 53
8. Disability and Carers Service priority customer groups 56
8.1 Ethnicity 56
8.2 Appointees for children 58
8.3 Customers with mental health problems 59
9. Carer's Allowance 61
10. Receiving DLA while in work or training 62
Appendix A. Technical details 64
Appendix B. Disability type definition 67
Appendix C. Note on Key Drivers Analysis 68
Appendix D. Outcome codes 71
Appendix E. Event type codes 73
Appendix F. Overall topline findings 75
Appendix G. Carer's Allowance topline findings 96
Table 1.1 Number of respondents within each area, by Business Unit 20
Table A.1 Approximate sampling tolerances applicable to percentages 65
Table A.2 Differences required for these significance at or near these percentages 65
Figure 2.1 Overall customer satisfaction 22
Figure 2.2 Advocacy 25
Figure 2.3 Advocacy of the DCS - attitudinal factors 27
Figure 3.1 Key elements of the Customer Promise 28
Figure 3.2 The DCS Customer Promise 29
Figure 4.1 Sources of information about allowances 32
Figure 4.2 Requested alternative formats from the DCS 34
Figure 4.3 Received contact from the DCS 34
Figure 5.1 Making a claim - priorities 36
Figure 5.2 Receiving help or guidance 37
Figure 5.3 Type of help received with the claim form 39
Figure 5.4 Making a claim - importance compared with satisfaction 40
Figure 6.1 Telephone contact - importance compared with satisfaction 42
Figure 6.2 Written contact - importance compared with satisfaction 42
Figure 6.3 Telephone and written contact - importance compared with satisfaction 43
Figure 7.1 Problems dealing with DCS - extent 48
Figure 7.2 Problems dealing with DCS - reasons 50
Figure 7.3 Problems with the DCS 51
Figure 7.4 Problems with the DCS 52
Figure 7.5 Making complaints - satisfaction 53
Figure 7.6 Improvements to the DCS 54
Figure 10.1 Awareness of DLA during work or training 62
Figure 10.2 Awareness of DLA during work or training 63
Figure C.1 Advocacy of the DCS - attitudinal factors 69