Research and analysis

Digital skills, channel preferences and access needs: DWP customers

This research aimed to understand the level of digital skills of DWP customers across 10 benefits lines.

From:
Department for Work and Pensions
Published
25 March 2024

Documents

Ref: ISBN 978-1-78659-641-3, RR 1050

PDF, 2.62 MB, 191 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email accessible.formats@dwp.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This research aimed to understand the level of digital skills of DWP customers across 10 benefit lines:

  • Attendance Allowance (AA)
  • Bereavement Support Payment (BSP)
  • Carer鈥檚 Allowance (CA)
  • Disability Living Allowance for Children (DLAc)
  • Employment and Support Allowance (ESA)
  • Jobseeker鈥檚 Allowance (JSA)
  • Pension Credit (PC)
  • Personal Independence Payment (PIP)
  • Universal Credit (UC)
  • State Pension (SP)

The research includes:

  • which digital tools they use
  • which they would like to use
  • their ability to engage with digital products
  • support needs for accessing digital channels
  • customer preferences by channel and self-serve

There is also a report on Digital skills, channel preferences and access needs of DWP Personal Independence Payment customers.

Updates to this page

Published 25 March 2024

Sign up for emails or print this page

Related content