Customers' experiences of contact with the Pension, Disability and Carers Service: research summary

This research, commissioned by the Pension, Disability and Carers Service (PDCS), was conducted over a six month period in a context of government initiatives to increase levels of support to low income pensioners. This study aimed to provide PDCS with detailed insights into what kinds of trigger events encourage pensioners to make contact with PDCS; whether and how they are facilitated in doing so by others with whom they are in touch; what channels of communication they use; how they experience their contact with the service; and what PDCS might do to enhance the effectiveness of their service delivery. The research involved in-depth interviews with 30 older people, and three discussion groups. The research highlighted a number of barriers to PDCS achieving its aim of ensuring that those older people who are entitled to PDCS benefits are aware of and receive the full financial assistance, services and support that are available to them.