This article explores the impact of a more individualised public employment service on vulnerable people. It analyses a system Jobcentre Plus implemented in 2008, Accessing Jobcentre Plus Customer Services (AJCS), to improve customer services by minimising ‘footfall’ in local offices, encouraging the use of self-service facilities and targeting service delivery to the requirements of customers. The article shows that certain vulnerable groups, notably people with disabilities, are not necessarily well served by the new system. The article highlights tensions between managing a large and complex service and addressing the individual needs of vulnerable members of society adequately.