People were asked to think about the best ways of providing information about Disabled Person’s Tax Credit.
Previous sections have shown the significance attached to receiving personalised information at appropriate times. General advertising material (TV, radio, posters) was thought useful to maintain awareness in the population. A range of outlets was suggested for display of such information, including libraries, GPs’ surgeries, post offices, advice bureaux and on buses. There was rather lukewarm support for television advertising. People felt the timing of television advertisements would be important, and the best time might be different for different groups of people. One person had seen a recent television advertisement for a new tax credit but felt that too much information had been provided too quickly, and although she was a DPTC recipient she had not really understood the message. Other ways of maintaining a generally high awareness of DPTC might be ‘targeting’ relevant groups of people with literature and information sent through the post. Groups included here were people claiming disability benefits and families with children, all of whom were easily identifiable by government departments.
Another way of maintaining general awareness might be to pay employers to enclose general promotional material or leaflets to all employees (without selection) with wage slips. The fact that tax credits were associated with payments of wages seemed to legitimate the use of wage slips for advertising, and one person described wage slips issued by a local authority employer which featured a different benefit each month in a little promotional box printed on the bottom of the slip. People were interested in this, but not everybody thought that employers would be willing to do this, or that it would be practical. Some people wondered whether GPs might be drawn into advertising the tax credit, not only by displaying posters in their surgery, but when providing certification for sickness. People thought there was a general readiness to talk about work with GPs, who were perceived as a potential source of
information about tax credits and benefits, although nobody spoke from personal experience of such detailed discussion with their own GP.
There was a widely shared view, however, that general advertising and promotion whether directed at the general population or more targeted groups only served to provide ‘background’ information, and did not provide the kind of detailed information that people needed to identify themselves as potentially eligible and go on to make a successful application. People stressed how important it thus was for professionals and advisers who might be approached for information and advice about DPTC to be able to provide this.
There was appreciation of the tax credit Helpline service among people who had used this, and people liked the fact that the Helpline dealt with tax credits generally, and did not ‘dwell on’ disability. Some people did not want to be a ‘special case’ because they had a particular condition, but liked to have the same service as others.
Staff in local benefits offices were expected to be able to discuss tax credits but there were variable experiences of the quality and usefulness of information received from benefits staff. Self-employed people said that ways might be found to keep accountants knowledgeable about tax credits.
Group members tried to think of other ways in which the Inland Revenue could pass on personalised information at the level of detail required. One suggestion, which drew some interest within the group concerned, was that a personalised letter might be sent with the renewal pack. This would review the current award, reasons for entitlement and level of award; draw attention to any personal circumstances which might be important, such as children’s ages, and mention things that might be important in individual cases, like the 30 hour credit.
There was some interest in providing personalised information to people at an early stage, when their illness or disabling condition first led to sickness absence or claims for incapacity benefits. It could be helpful to know in advance what the options would be for maintaining or returning to work when they were ready.
There was general agreement that envelopes with Inland Revenue printed on the outside would be opened and contents read. Envelopes which suggested that they contained general advertising material, for example ‘glossy’ or ‘eye-catching’ packs, were more likely to be thrown away as junk mail. There were mixed views on receiving unsolicited phone calls from the Inland Revenue about tax credits. Some thought that during the first year of tax credits they had received such phone calls, for example suggesting that an application for DPTC would be more appropriate than that submitted for WFTC, and that this had been experienced as helpful. Others thought they would not want unexpected phone calls, and preferred receiving letters.
Findings from the group discussions confirmed and strengthened points that emerged from Phase 1 of the research, including dislike of a ‘disabled’ label. There were additional perspectives on information requirements before applying and during a payment period. The importance of the need for ‘early warnings’ for recipients was demonstrated, to alert people to implications of changes in their circumstances or requirements to renew awards. The discussions showed gaps in current understanding, and how some people make wrong assumptions about their situations in relation to DPTC. The importance of timely information and advice received personally from an authoritative source was underlined. The Inland Revenue had a role here in the literature provided and design of forms, and by direct communications by letter and telephone. Other advisers in a variety of agencies and organisations also have essential roles.