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Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service. / Stafford, Bruce; Roberts, Simon; Duffy, Deirdre.
In: Social Policy and Society, Vol. 11, No. 4, 18.05.2012, p. 495-506.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Stafford, B, Roberts, S & Duffy, D 2012, 'Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service', Social Policy and Society, vol. 11, no. 4, pp. 495-506. https://doi.org/10.1017/S1474746412000206

APA

Stafford, B., Roberts, S., & Duffy, D. (2012). Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service. Social Policy and Society, 11(4), 495-506. https://doi.org/10.1017/S1474746412000206

Vancouver

Stafford B, Roberts S, Duffy D. Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service. Social Policy and Society. 2012 May 18;11(4):495-506. doi: 10.1017/S1474746412000206

Author

Stafford, Bruce ; Roberts, Simon ; Duffy, Deirdre. / Delivering Employment Services to Vulnerable Customers : A Case Study of the UK's Employment Service. In: Social Policy and Society. 2012 ; Vol. 11, No. 4. pp. 495-506.

Bibtex

@article{8604f7f8240544cfa835aa90c199e4e7,
title = "Delivering Employment Services to Vulnerable Customers: A Case Study of the UK's Employment Service",
abstract = "This article explores the impact of a more individualised public employment service on vulnerable people. It analyses a system Jobcentre Plus implemented in 2008, Accessing Jobcentre Plus Customer Services (AJCS), to improve customer services by minimising {\textquoteleft}footfall{\textquoteright} in local offices, encouraging the use of self-service facilities and targeting service delivery to the requirements of customers. The article shows that certain vulnerable groups, notably people with disabilities, are not necessarily well served by the new system. The article highlights tensions between managing a large and complex service and addressing the individual needs of vulnerable members of society adequately.",
author = "Bruce Stafford and Simon Roberts and Deirdre Duffy",
year = "2012",
month = may,
day = "18",
doi = "10.1017/S1474746412000206",
language = "English",
volume = "11",
pages = "495--506",
journal = "Social Policy and Society",
issn = "1474-7464",
publisher = "Cambridge University Press",
number = "4",

}

RIS

TY - JOUR

T1 - Delivering Employment Services to Vulnerable Customers

T2 - A Case Study of the UK's Employment Service

AU - Stafford, Bruce

AU - Roberts, Simon

AU - Duffy, Deirdre

PY - 2012/5/18

Y1 - 2012/5/18

N2 - This article explores the impact of a more individualised public employment service on vulnerable people. It analyses a system Jobcentre Plus implemented in 2008, Accessing Jobcentre Plus Customer Services (AJCS), to improve customer services by minimising ‘footfall’ in local offices, encouraging the use of self-service facilities and targeting service delivery to the requirements of customers. The article shows that certain vulnerable groups, notably people with disabilities, are not necessarily well served by the new system. The article highlights tensions between managing a large and complex service and addressing the individual needs of vulnerable members of society adequately.

AB - This article explores the impact of a more individualised public employment service on vulnerable people. It analyses a system Jobcentre Plus implemented in 2008, Accessing Jobcentre Plus Customer Services (AJCS), to improve customer services by minimising ‘footfall’ in local offices, encouraging the use of self-service facilities and targeting service delivery to the requirements of customers. The article shows that certain vulnerable groups, notably people with disabilities, are not necessarily well served by the new system. The article highlights tensions between managing a large and complex service and addressing the individual needs of vulnerable members of society adequately.

U2 - 10.1017/S1474746412000206

DO - 10.1017/S1474746412000206

M3 - Journal article

VL - 11

SP - 495

EP - 506

JO - Social Policy and Society

JF - Social Policy and Society

SN - 1474-7464

IS - 4

ER -