impact planning jeff greenidge network director. why gather impact data? demonstrate validate...

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)

Skills checkerSkills checker“It helped me know what I need to learn]and what

I’m ok at”

“It helped me know what I need to learn]and what

I’m ok at”

Quick learningQuick learning

“Easy to understand and makes for quick

learning”

“Easy to understand and makes for quick

learning”

Unit approachUnit approach

“It was done in stages and I found it was a nice way to learn”

“It was done in stages and I found it was a nice way to learn”

QualificationQualification

“It gave me a qualification that improved my job prospects

and improved my knowledge for everyday life”

“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’s broken down so easier to take in”

One-to-one tutoring

One-to-one tutoring

Learning pageLearning page

“I liked how each section had a learning page that you could refer back to if

you get stuck”

“I liked how each section had a learning page that you could refer back to if

you get stuck”

FlexibilityFlexibility

“I could work at home if I felt comfortable with the work or work in the learndirect office

if I needed support”

“I could work at home if I felt comfortable with the work or work in the learndirect office

if I needed support”

“My tutor helped me a lot when I found some things

difficult to understand”

“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.

I'm very happy with learndirect

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

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 Satisfaction: Summary

March 2015 December 2014

Overall satisfaction 92% 85%

NPS +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

Whilst learning with us, have you had any experience that made you make a complaint to learndirect?* 5% yes 17% yes

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)

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

Responses: Satisfaction: NPS:

92%+57

89

KEY: 80%+ 69%-79% 70% or lower

Has the issues now been resolved?

* Includes follow up questions (see slides: 6-7)

Note: Previously, ‘considered’ making a complaint

Overall and Timely Success Unemployment Status

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 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%

Classroom Based Success Summary - England (Including DD) 2013/2014

Overall and Timely Success by Prior Attainment

Prior Attainment Measure Overall Timely

Entry Level Leavers 6,356 6,481

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 5 and above Leavers 833 800

Level 5 and above Success Rate (%) 92.56% 90.13%



Level 7 and above Leavers 786 809

Level 7 and above Success Rate (%) 93.38% 92.83%

No qualif ications Leavers 38,035 38,577

No qualifications Success Rate (%) 90.38% 89.58%


Overall and Timely Success Disability

Disability Measure Overall Timely

Aspergers syndrome Leavers 414 423

Aspergers syndrome Success Rate (%) 91.55% 89.83%

Disability affecting mobility Leavers 3,115 3,206

Disability affecting mobility Success Rate (%) 91.52% 90.33%

Emotional/behavioural diff iculties Leavers 582 597

Emotional/behavioural difficulties Success Rate (%) 91.41% 91.12%

Hearing impairment Leavers 1,682 1,713

Hearing impairment Success Rate (%) 92.09% 91.13%

Mental health diff iculty Leavers 3,682 3,761

Mental health difficulty Success Rate (%) 90.49% 89.31%

Multiple disabilities Leavers 1,031 1,072

Multiple disabilities Success Rate (%) 93.21% 92.07%

No Disability Leavers 127,336 129,154

No Disability Success Rate (%) 91.51% 90.61%

Other medical condition (for example epilepsy, asthma, diabetes) Success Rate (%) 91.54% 90.48%

Visual impairment Leavers 1,433 1,452

Visual impairment 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:

• Complete impact assessment template.

• Data analyse /root cause analysis

• Portal content & guidance

• WebEx, online tutorials & video's

• Supplier events

• Trend emerges in supplier or learner contact data.

• Projects & change programmes

• Identified in a link meeting

• QHT/helpline• Bulletin articles• link meetings

Monitor & support

Business change or

issue identified

Analyse & assess

impact on the learner

Provide support

resources

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

[email protected]

077 400 646 63

impact planning jeff greenidge network director. why gather impact data? demonstrate validate...

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