UKCES

This project is investigating the individual’s experience of the employment and skills system on their journey into work, and progression in work and training. The scope of the project is UK-wide and covers people on benefit in the first instance. The project aims to simplify and improve the experience of individuals using the employment and skills system to support them in finding sustainable employment and progression in work and will make recommendations that will aim to:

• Improve the individual’s experience of the system and ensure that user voice is used to improve effectiveness
• Advise on the appropriate roles and responsibilities of personal advisors and present options to support advisors and simplify processes from an advisor perspective
• Contribute towards the practical delivery of the policy goal of a seamless journey between unemployment, training, employment and progression
• Reduce complexity from the point of view of the individual and therefore reduce risk and perceptions of risk associated with entering work and/or training
• Allow for easier cross-referral between agencies so that individuals benefit fully from the range of provision available.

Progress so far:

The role of the personal advisors is being examined through a piece of work commissioned to the Institute of Public Policy Research (IPPR). The IPPR is looking into current composition, scale and skill-sets of advisors and is piloting a variety of different approaches with provider organisations across the UK.

The first report was launched on the 17th June 2009 and contains a variety of recommendations on greater training and workforce development for Job Centre Plus advisors. You can find the report launch details on the IPPR website

The Customer Journey project runs from February 2009 to summer 2010. The project team will draw upon expert advisors to our Strategy and Performance Directorate and consult regularly with the Champion Commissioner, the Systems Review Committee and with key stakeholders to ensure the credibility, validity and feasibility of its findings and recommendations.

For further information on the project please contact David Massey and Woubi Assefa