Aiding Comprehension of the Labour Market

The UK Experience

Gareth DentFebruary 2007gdent@ufi.com

Structure

• Description of learndirect service • Use of LMI• Lessons learnt• Future developments

Learndirect Advice Service

• Telephone and web based learning and careers advisory service

• Phone service launched in 1998• Website launched in 2000

Telephone Service

• Initially a single tier of advisers,• Many requests very straightforward• Peak calls 1.4m in 2000• No facility to manage case loads• Average call length 8 minutes

Telephone Service

• Now offering in-depth careers guidance to about 9% of all callers

• 800,000 callers per year• Promoted through national television

advertising

Telephone Service

• 7 Days a week• 8 am to 10 pm• Information and advice offered in 9

languages other than English

Telephone Service

• 200 Advisers in 2 national centres• 3 tiers of adviser

– Information Adviser– Learning Adviser– Career Coach

• Large internal training programme with external accreditation

Web Service

• Self service access to details on:– 900,00 courses from 10,000 providers– 800 occupational profiles– Articles on funding, childcare, etc

Use of LMI

• Sourced through– Job Centre Plus (equivalent of

HRDC?)– Sector Skills Councils (25 employer

bodies)– Professional Bodies

Use of LMI

• Team of profile writers incorporate LMI into – Public profiles– Adviser' knowledge base

Lessons Learnt

• Very high levels of satisfaction• Confidence as important as data• LMI requests are

– Future focused – Highly specific– Highly localised

Real LMI Example

“If I train to be a teacher will I get a job in Manchester when I qualify?”

Future Developments

• Rich media to convey problematic occupational data

• “To be a plumber you need to be able to work at heights and in confined spaces”

Future Developments

• Client help client discussions• Tell us your story• Associate Advisers• Search the Knowledge Base

Essentially web 2.0, hopefully without the hyperbole

Thank you

Gareth Dentgdent@ufi.com