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ESA Report

DWP have published a research report into the experience of customers (and JCP staff) of the ESA.  

The report Employment & Support Allowance: Early implementation experiences of customers and staffis based on research from May to July 2009.*  It took place in four JCP districts and involved 80 people (split evenly between customers and JCP staff).

There isn't really anything unexpected in the report with the grouping of customers eg into the Support or Work-Related Activity Group being seen by some customers and staff as inappropriate; some customers being declared fit for work being unhappy with the decision; and customer perception of their health condition affecting their attitude to work focused interviews.

As usual the training of JCP staff and the IT system left something to be desired!

There are some positive points around the intention of EA, the attitude of staff and the way they deal with customers which is good, but overall a fairly negative report.



*Is it just us or does anyone else think that 6 months admin time to produce a report is a bit excessive.  Surely if we are to learn lessons and make a difference, the quicker the findings are circulated the better!  Come on DWP ... if you're going to invest in the research, get the findings out a bit quicker!



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