Impact Planning
Jeff Greenidge
Network Director
Why gather impact data?
• Demonstrate
• Validate
• Maintain
Perceived Impact
• Improved efficiency, as employees are able to
work more quickly, accurately and flexibly.
• Increased customer satisfaction.
• A confident, motivated workforce who can adapt
to change.
• Better staff retention, as employees are able to
progress through the company.
Customer Voice
•
•
•
•
Annual learner survey
A quarterly learner survey
A quarterly Focus Feedback Forum
A quarterly Customer Voice surgery led by the
Quality Improvement team and contributed to by
Operational teams
• Learner involvement in pilot and test
Customer Voice
• An annual employer survey
• Employer involvement in design
• Employer involvement in pilot and test
Things learners like about EMS (discussed by 29%
of learners)
Qualification
Unit approach
“It gave me a qualification that
improved my job prospects
and improved my knowledge
for everyday life”
“It’s broken down so
easier to take in”
“It helped me know what
I need to learn]and what
I’m ok at”
Quick learning
“It was done in stages
and I found it was a
nice way to learn”
Skills checker
One-to-one
tutoring
“Easy to understand and
makes for quick
learning”
Flexibility
“I could work at home if I felt
comfortable with the work or
work in the learndirect office
if I needed support”
“I liked how each section
had a learning page that
you could refer back to if
you get stuck”
Learning page
“My tutor helped me a lot
when I found some things
difficult to understand”
Why dissatisfied/ how learndirect could improve
(Views of Adult skills and Employability employers)
Make the programme more user friendly.
Ensure that candidates they send actually
want a job.
Do not send candidates with criminal records. Did not
return phone calls or emails so as a company we gave up.
Could not deliver what you promised and we had such
high hopes for learndirect that did not happen. Very
disappointed.
Overall communication has been very poor, service levels
have been poor. Being able to get in contact with account
manager/provider has proven challenging when most
needed. Quality of candidates have been disappointing.
More involvement with planning and
better communication. More involvement
at meetings with senior management
The software is a little out of date
I'm very happy with learndirect
89
Responses:
Satisfaction:
92%
NPS:
+57
Approach summary: This is the second round of telephone interviews with our Company A learners. This time the survey
ran over the Easter period.
Results summary: This time we received 89 responses (116 received in December). Overall satisfaction has increased to
92% (85% reported in December) and NPS (likeliness to recommend) has increased to +57 (from +31 reported in
December)
Overall Satisfaction: Summary
March
2015
December
2014
92%
85%
+57
+31
How satisfied were you that you were told everything you needed to know before you started your learning?
85%
80%
How do you feel about the overall service provided by learndirect staff?
90%
83%
Do you feel learndirect staff have the right knowledge to support you?
94%
93%
How do you feel about the advice, support and information provided during your maths / English course?
90%
88%
How do you feel about the progress you have made with your learning?*
80%
77%
Has you confidence improved since you started the programme?
86%
82%
How happy are you that the learndirect maths / English courses and support materials provided everything
you needed to complete your learning? (asked only for those who have finished their learning)
93%
93%
How satisfied are you that you receive good support from your employer to complete your qualification?*
83%
73%
Whilst learning with us have you been unable to learn because of a technical problem?*
42%
50% yes
80% yes
85% yes
5% yes
17% yes
Overall satisfaction
NPS
Has the issues now been resolved?
Whilst learning with us, have you had any experience that made you make a complaint to learndirect?*
Learners are most satisfied with the level
of knowledge amongst learndirect staff
(94%) and the same percentage as last
time (93%) are happy that the courses
and supporting materials help provide
everything needed to complete learning
(amongst those who have completed their
learning)
As last time, learners are least satisfied
(83%) with the level of support they have
received from their employer to complete
the qualification – although this has
increased from 73% last time
Note: Previously, ‘considered’
making a complaint
* Includes follow up questions (see slides: 6-7)
KEY:
80%+
69%-79%
70% or lower
Overall and Timely Success
Unemployment Status
Classroom Based Success Summary - England (Including DD)
2013/2014
Unemployment Status
Measure
Overall
Timely
Learner has been unemployed for 12-23 months
Leavers
17,287
17,572
Learner has been unemployed for 12-23 months
Success Rate (%)
91.53%
90.67%
Learner has been unemployed for 24-35 months
Leavers
12,446
12,634
Learner has been unemployed for 24-35 months
Success Rate (%)
91.57%
90.81%
Learner has been unemployed for 6-11 months
Leavers
17,968
18,225
Learner has been unemployed for 6-11 months
Success Rate (%)
92.32%
91.63%
Learner has been unemployed for less than 6 months
Leavers
46,360
47,000
Learner has been unemployed for less than 6 months
Success Rate (%)
92.04%
91.43%
Learner has been unemployed for over 36 months
Leavers
41,981
42,771
Learner has been unemployed for over 36 months
Success Rate (%)
91.42%
90.50%
Learner is in Employment
Leavers
13,504
13,765
Learner is in Employment
Success Rate (%)
88.47%
85.79%
Not Know n/Not Provided
Leavers
678
663
Not Known/Not Provided
Success Rate (%)
90.12%
88.84%
Overall and Timely Success by Prior
Attainment
Classroom Based Success Sum m ary - England (Including DD)
2013/2014
Prior Attainm ent
Measure
Overall
Tim ely
6,356
6,481
Entry Level
Leavers
Entry Level
Success Rate (%)
90.58%
89.49%
Full Level 2
Leavers
39,180
39,784
Full Level 2
Success Rate (%)
92.19%
91.42%
Full Level 3
Leavers
14,275
14,531
Full Level 3
Success Rate (%)
92.57%
91.49%
Level 1
Leavers
37,134
37,792
Level 1
Success Rate (%)
91.38%
90.35%
Level 4
Achievers
3,460
3,461
Level 4
Leavers
3,720
3,775
Level 4
Success Rate (%)
93.01%
91.68%
Level 5
Leavers
2,492
2,554
Level 5
Success Rate (%)
93.18%
92.05%
Level 5 and above
Leavers
833
800
Level 5 and above
Success Rate (%)
92.56%
90.13%
Level 6
Leavers
2,343
2,435
Level 6
Success Rate (%)
92.10%
90.84%
Level 7 and above
Leavers
786
809
Level 7 and above
Success Rate (%)
93.38%
92.83%
No qualifications
Leavers
38,035
38,577
No qualifications
Success Rate (%)
90.38%
89.58%
Overall and Timely Success Disability
Classroom Based Success Sum m ary - England (Including DD)
2013/2014
Disability
Measure
Overall
Tim ely
414
423
91.55%
89.83%
3,115
3,206
91.52%
90.33%
582
597
91.41%
91.12%
1,682
1,713
92.09%
91.13%
3,682
3,761
90.49%
89.31%
1,031
1,072
Aspergers syndrome
Leavers
Aspergers syndrom e
Success Rate (%)
Disability affecting mobility
Leavers
Disability affecting m obility
Success Rate (%)
Emotional/behavioural difficulties
Leavers
Em otional/behavioural difficulties
Success Rate (%)
Hearing impairment
Leavers
Hearing im pairm ent
Success Rate (%)
Mental health difficulty
Leavers
Mental health difficulty
Success Rate (%)
Multiple disabilities
Leavers
Multiple disabilities
Success Rate (%)
93.21%
92.07%
No Disability
Leavers
127,336
129,154
No Disability
Other m edical condition (for exam ple epilepsy, asthm a, diabetes)
Visual impairment
Success Rate (%)
Success Rate (%)
Leavers
91.51%
91.54%
1,433
90.61%
90.48%
1,452
Visual im pairm ent
Success Rate (%)
91.35%
90.29%
Personal Impact
• “The most important part of this course for
me has been working in groups and also
learning about interviews where I was very
nervous. I have enjoyed this course and have
learned a lot from the tutors. I feel more
confident that I can attend the interviews and
although I will be slightly nervous, I will still
answer the questions confidently as I now
know these are my skills and as the tutors
have told me, I have to believe in my
abilities.”
Business Impact
• : “The order in which the content is
delivered, the material is in a great order and
is set at a steady pace which accommodates
all the learners. The workbooks were the
perfect length and learners enjoyed the
simplicity, along with the combined use of
online learning and workbook activities”
• It was so nice to see the learners already had
the knowledge of the role and an insight into
what Ocado would expect from them.”
Support Cycle:
• QHT/helpline
• Bulletin articles
• link meetings
• Portal content &
guidance
• WebEx, online
tutorials &
video's
• Supplier events
Monitor &
support
Business
change or
issue
identified
Provide
support
resources
Analyse &
assess
impact on
the learner
• Trend emerges in
supplier or
learner contact
data.
• Projects & change
programmes
• Identified in a link
meeting
• Complete impact
assessment
template.
• Data analyse /root
cause analysis
Impact Realised
• Improved efficiency, as employees are able to
work more quickly, accurately and flexibly.
• Increased customer satisfaction.
• A confident, motivated workforce who can adapt
to change.
• Better staff retention, as employees are able to
progress through the company.
Thank You
&
Questions
jdgee11@aol.com
077 400 646 63