Delivering benefits, tax credits and employment services: problems for disadvantaged users and potential solutions

The front-line delivery of benefits, tax credits and employment services has changed significantly. Emerging problems in the new systems have been subject to intense scrutiny. Despite recent improvements, advocacy and user organisations remain critical of the impact on disadvantaged users. Key areas highlighted are the system’s complexity, lower than anticipated take-up rates, poorly developed ICT systems, weak coordination of services, and reduced options for face-to-face contact. This review looks at recent evidence on both problems with service delivery and potential solutions. The report: • describes briefly the new systems; • presents findings from a literature review and from qualitative research, identifying service delivery problems and users’ views of what they want from the system; • proposes some future developments in the delivery of the welfare system;and • considers key themes where further research is needed.