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Customer Service Standards and Accessibility for Benefit Claimants, Department for Work and Pensions

This study examined the accessibility of DWP services, particularly for Black and Minority Ethnic (BME) individuals, older people, people with health problems and/or disabilities, or people whose first language is not English. It aimed to inform the DWP of its customers’ views on accessibility to services nationally across the different services areas, such as Jobcentre Plus and The Pension Service (TPS).