Customer Journey
This project investigated 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 was UK-wide and covered people on benefit in the first instance. It aimed 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 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.
Outputs
The role of the personal advisors was examined through a piece of work commissioned to the Institute of Public Policy Research (IPPR). The IPPR looked into current composition, scale and skill-sets of advisors and piloted 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 on the IPPR website.
The Customer Journey project ran from February 2009 to summer 2010. The first paper for the Customer Journey’s project was published in June 2010.
Customer Journey Paper No.1 – The complexity of handoffs along the journey into employment and learning (PDF, 248 Kb)
The work from the Customer Journey project was integrated into the Review of employment and skills and formed part of the Review’s evidence base.
