Where a large number of transactions need to be conducted, for example changing address, the telephone is viewed as most efficient and convenient. It is worth noting that when making contact by telephone people tended to prefer dealing with a switchboard operator than a touch-tone menu, finding it quicker and less confusing. Letters or written communication tend to be considered most appropriate when it is necessary to keep a record of the transaction, or as a cheaper alternative to a telephone call. There are mixed opinions about accessing public services via the Internet or e-mail. Older people tend to treat it with suspicion and are concerned about the security risk of supplying personal information in this way.
Younger people are more open to it as a method of communication.
Some life episodes appear to have a number of automatic service triggers, in other words where one event automatically triggers contact with another public service, or part of the same service. This appears to be most common in the life episodes that follow a fairly structured process, for example, having a baby and leaving school. On leaving hospital after the baby has been delivered, parents are given information on how to register the birth of their child. Service delivered by the Employment Service and Benefits Agency when making a claim for Job Seeker's Allowance also seems to be fairly joined-up in terms of the claim for benefit and help with job search. By contrast, there appear to be fewer such service triggers for setting up long-term care at home.