Does delivery matter? Users' perceptions of the significance of trust in the delivery of the Personal Advisor Service in the New Deal for Disabled Persons

Abstract

In the context of welfare pluralism where government in the UK has been contracting a number of public services out to a range of private and voluntary sector organisations, the aim of this study is to explore the extent to which decisions to become involved in employment support programmes are affected by the users' perceptions of those delivering the service. A qualitative design involving two focus groups of fourteen participants was employed to examine the attitudes and perceptions of participants in the government's New Deal for Disabled Persons. The study sample was purposefully selected from client records of Shaw Trust a national charity for disabled persons, one of the organisations who have been contracted by the government to provide this service. Two distinct but related themes of disillusionment with the government and the importance of trust emerged from the focus groups. Overall, the data suggests that the identity of those delivering the service significantly influences the decision to participate. As Shaw Trust is a voluntary organisation promoting the rights of disabled persons they were deemed to be trustworthy. The users were sceptical about the government's commitment to improving the lives of disabled people and were reluctant to engage with the state. Making the transition from dependency on disability benefits to paid employment is a quantum leap. For many the decision to put themselves forward for voluntary support schemes is affected by the extent to which they believe they can trust the agency delivering the service. It is imperative that the government listen to the service users who have been involved in these projects and learn from their experiences.