The topic areas covered in the depth interviews were informed by a review of the
literature, in particular a qualitative study exploring customer satisfaction with services provided by local offices of the Benefits Agency (Elam and Ritchie, 1997).
The content of the interviews and approaches to questioning were discussed at a meeting of the user panel (see C.3.3 for recruitment of the panel) Members made
helpful recommendations about how best to start the interviews, and the extent to which the interview should draw on people’s responses to questions in their previous interview for the national survey.
The topic guide had two parts. The first (and longer) part aimed to explore
experience of Access to Workand determinants of satisfaction and dissatisfaction and covered the following areas:
• update on current situation, including any changes since the first interview
• the role of the Access to Work co-ordinator/DEA, including manner, approach
and helpfulness; communication, information giving and levels of knowledge;
nature and type of contact, follow up
• Access to Work procedures, including experiences of any delays and/or
perceived inefficiencies
• the input of specialist advisers, including their professional background and willingness to give full information about the range of options available
• the employer’s involvement, what it was and the extent to which the interviewee was involved in any discussions between the employers and Access to Work staff
• Access to Work support, including its suitability and the extent to which it met people’s needs in work
• the Outcome of Access to Work support, in particular the difference it made to people’s working lives
• overall appraisal of Access to Work, which was then compared to the evaluation
given at thetime of the first interview
• perceived priority areas of Access to Work, and which aspects had a high or low
influence on levelsof satisfaction with the service
Interviewees were asked to describe their levels of satisfaction with the above parts
of the Access toWork process. They were also asked for their opinions about what
worked well and what worked less well, togetherwith any improvements they would like to see implemented. In addition, the discussions aimed to tease out issues to do
withusers’ ability to exercise choice and control in any decision making.
The secondpart of the interview, which concentrated on approaches to routine monitoring exercise of Access to Work, followed on from the themes and issues pursued in the previous set of questions. The topics covered were:
• issues to focus on in an Access to Work survey form
• preferred question types (examples of different forms of questions were shown/described to interviewees)
• confidentiality issues
• methods to maximise response rates • the timing of an Access to Work survey(s).
Cl 1 Analysis of the qualitative data
The interview data were analysed using the ‘Framework’ method3, a proven
approach to analysis in applied policy research. The technique involved constructing charts that systematically indexed all the interview material according to core themes, and then drawing out key dimensions and associations.
Ritchie, J.andSpencer, L (1994) ‘Qualitative data analysis for applied policy research’, pp 173-94in A. Byman and A Burgess (eds), Analyzing Qualitative Data, London: Routledge
S.
Appendix D
Research instruments
p -r D/1Level2
Seri’ing People through Jobceneres Rock~nghamHouse 123 West Street
SheffieldSI 4ER
Telephone 0114-259 6278
GTh’Code 53016278 Fa, 01 14-259 6463
c-mail red.es rh~gmeLgovuk
July2000
Dear Sir/Madam
I am writing to ask for your help with some important research. Your name has been randomly selected from Employment Service records of people who have received
support under Access to Work We would like yourviews on how well Access to Work is working and whether any improvements need to be madetoit.
We have asked lpsos-RSL, an independent research organisation, to interview 650 people in England, Scotland and Wales. The interview lasts about 40 minutes and can be arranged at a place and time of day to suit you. Taking part is entirely voluntary and will not affect your Access to Work support in anyway.
I can assure you that the information you give the interviewer will be treated in the
strictest confidence. When they have talked to everyone, the researchers will write a
report for us at the Employment Service. They will make sure that nobody taking part in the survey can be identified in any way.
An interviewer from Ipsos-RSL will contact you during July or August to tell youmore
aboutit and answer any questions you have about what is involved. If required,
arrangements to assist with communication during the interview can be discussedwhen
the interviewer gets in touch tomake an appointment. If you feel that you do ~ want to help with this research, please leave a message at anytime for Nigel Tremlett at Ipsos- RSL on 020 8861 8027 by July 2151 at the latest, or tell the interviewer when they call. I do hope that you will be able to take part in this research. It usimportant to know what
people such as yourself think about Access to Work and your contribution to the study would be greatly valued. Many thanks in anticipation of your help
Yours sincerely
Leroy Groves
$1 I78UZ01 July 2000
ipscs-RSL Lid kingsHouseKymb&ey Road Harrow HAL I I’T Uniled Kingdom Tel +44(020) 8861 8000Fax+44(00) 8861 5515