Access to Work (AtW), the scheme that provides technology to disabled workers, needs to be better marketed.
This is the main conclusion of an evaluation of the £42m per year programme carried out by the Institute of Education for the Department for Work and Pensions.
Researchers found there was low awareness of the scheme among customers, employers and Jobcentre Plus staff. Many applicants found out about AtW by accident.
Those who used AtW were positive about the application process, but some complained they had trouble getting staff to understand their disabilities.
Customers also had problems with standardised application formats because some impairments were difficult to categorise.
They also complained about the amount of paperwork involved, particularly in collating receipts or claiming money back from AtW.
Although disabled people liked the assessment process, it was felt to favour those with stable conditions or who had physical disabilities. It was also considered by some to be influenced by money saving considerations.
Customers who received ongoing support, such as travel to work were more satisfied with AtW than those who received one off types of help, such as equipment.
There was dissatisfaction with the quality and usability of some solutions as well as delays in the provision of support.
Employers cited a number of benefits they gained from AtW including increased productivity and an ability to retain disabled staff.
Many customers said the scheme made the difference between being in or out of work.