National Careers Service
Market Engagement
Funding Model
Joe Billington
Director National Careers Service
Objectives of Funding Model Workshop
The National Careers Service is developing a funding model
which focuses on supporting customers to achieve outcomes
in line with their career and work aspirations. The objectives
of this workshop are:
• To seek views on the strengths, opportunities and
weaknesses of the proposed approach
• To gain understanding of what needs to be considered in
the implementation and transition to an outcomes
predicated funding model.
Strategic Context
• Right Advice Right Time
• Autumn Statement
• Heseltine
• Skills Investment Statement
National Careers Service
• Delivers 90,000 face-to-face sessions per month
• Has a specific focus on supporting those looking for
work
• Comprehensive coverage demographically,
geographically and for sectors
• Highly regarded labour market information
• Over 2,500 professional careers advisers
• Connected to the wider skills sector
• Close links with other parts of government
Benefits
• Outcomes
• Usage
• Awareness
• Quality
Area Based Service
• Local service to comprise face-to-face, telephone and
web services.
• Each area provider will be required to provide
services for all specialist groups
• Proactive facilitative role to connect and inspire
people to identify and exploit careers opportunities
• Local information pages of the National Careers
Service website
National Call Centre
• General query management, signposting and triage
– Immediate national information and advice
– Referring to local or specialised advisers
– Answering general queries
– Support for web users
• Proactive telephone careers advice for
– Area and national campaigns
– National partnership activity
– Central contact point for partners
• Complaint handling
What the funding models pays for
This includes:
• Delivery of the National Careers Service
• Development, collection and dissemination of local labour market
information
• Co-location in a variety of premises including Jobcentre offices and
further education colleges
• Continuous quality improvement
• Local marketing of the service
• Training and development
• Web site management
• Local leadership
Principles of Funding Model
For area based delivery
• Funding will be for three kinds of outcomes
o
o
o
•
•
•
•
•
•
Customer satisfaction
Career management
Jobs and learning
Price paid to contractors will vary by customer type but not in the
way the service is received
Maximum amount that is earned on each type of outcome and each
type of customer
A ‘digital by default’ approach
Resources focused on providing services to priority groups.
No separate budget identified for non delivery (marketing, training,
administration etc)
The balance of funding and unit cost for each outcome may vary
from year to year.
Principles of Funding Model
For the national contact centre:
• Funding will be earned on actual calls received and made
• A proportion of the funding will be earned on customers
satisfaction outcomes
• The national contact centre will deal mostly with
information enquiries , triage and signposting and the
payment per call will reflect this
• Proactive calling will be contracted for
• Pay for calls that successfully result in customers engaging
with the National Careers area based service.
Customer Satisfaction outcomes
• Earned when a customer has a customer has a careers
intervention comprising of relevant information and
advice
• Funding of this outcome is intended to incentivise high
quality careers interventions
• Payment higher for customers in priority groups
• No limitation on the mode of delivery or the number of
interventions
• Funding earned when the customer is satisfied that they
have relevant advice and a clear action plan
Career Management Outcomes
Earned when a customer engages in career management
over time and demonstrates that the career intervention has
made a difference including;
• Demonstrates progression through an action plan
• Evidenced though the lifelong learning account
• Paid at a higher level than customer satisfaction outcomes
and higher for customers in priority groups.
• Could include evidence such as a customer accessing their
lifelong learning account after the initial intervention or
have loaded their CV to the lifelong learning account.
Jobs and Learning outcomes
Jobs and learning outcomes will be earned when a customer
enters learning or work or make significant progress.
• Jobs and learning outcome payments will be higher for
customers within priority groups
• A single jobs and learning payment will be paid
• Outcome payment will be on the based on evidence from
independent research that a proportion of customers
have achieved jobs and learning outcomes.
Funding Model Illustrations
National proportions
Clients
Priority
Non-Priority
Customer Satisfaction
400,000
100,000
Jobs & Learning
250,000
250,000
Career Management
150,000
75,000
Budget
£ 68,000,000
Questions
• What are the possible unintended consequences and inappropriate
behaviours and how can they be mitigated?
• How will the proposed outcomes and the impact on customers be
demonstrated? What are the right evidence requirements to support
these outcomes?
• Will a payment differential between priority and non priority groups
focus resources while retaining a universal service?
• How can we ensure that this model ensures continuous quality
improvement, training and professional development, collection and
display of LMI and other essential aspects of high quality delivery?
• How can the proposed funding model be used to incentivise local
leadership and encourage service providers to engage proactively in
local communities?
• How can we ensure a successful implementation of a model like this
(including the cost and affordability of the proposals)?
Thank you and
any questions
facebook.com/nationalcareers
@nationalcareers
Comments: xxxxxxx@xxxxxxxxxxx.xxx