Big obstacles for benefits department e-strategy

A lack of PC and internet access among the unemployed and elderly is a key barrier to the development of e-government services for the Department for Work and Pensions (DWP), according to an internal report.

The department undertook the research among its key 'customer' groups and e-service experts to investigate how the DWP can ensure maximum take-up of electronic services – in particular benefit claims.

The main problem the department faces, however, is that benefits claimants and pensioners are among the section of the population least likely to be able to afford a PC in the home or have internet skills and access.

The report said: "Key barriers to using electronic forms of service delivery are lack of direct access, the necessary PC skills and the confidence to use the internet. Inevitably, many of these are, to some extent, beyond the direct remit of the DWP."

One option is internet access points in post offices, libraries and supermarkets but the focus groups of benefits claimants said a lack of privacy and help would inhibit them from using these access channels.

One of the most useful services the DWP could provide electronically would be a benefits calculator that would allow claimants to check which benefits they may or may not be eligible for and how change in work status would affect benefits, especially if the information was anonymous, according to the research.

Interest was also expressed by job seekers in online job searching facilities. But the report concluded that many unemployed felt that if they had to go down to the job centre every fortnight to sign-on anyway then they would probably conduct any further business at the same time.

The ability of electronic services to deal with complex benefits claims was queried and claimants expressed concern over how secure any personal and financial information would be that was submitted online. Most participants were also not aware of any e-government services.

"We found a general lack of awareness that it is possible to deal with government departments, including DWP, electronically," the report said.

The report concluded that the DWP needs to promote awareness of its department and online services through advertising campaigns. It also needs to publicise tangible benefits – such as ease of use and 24 hour availability – compared to existing face-to-face and phone methods and provide adequate reassurance about the security of data submitted.