7 August 08 – Publication of DWP research report – A ‘user voice’ study: Jobcentre Plus customers’ perspective on DWP/DIUS Strategy for Skills
New research published today by the Department for Work and Pensions explores the views of Jobcentre Plus customers on the recommendations made by the 2006 Leitch Review and the developing DWP/DIUS policy response.
The report presents the findings from 16 focus groups with a total of 100 Jobcentre Plus customers who hold low-level or no qualifications. The research was conducted by Carol Goldstone Associates.
The main findings are:
- Customers in this research were happy that there should be testing to establish if people need, or would benefit from, basic skills training but there were objections to such testing being universal or compulsory.
- The concept of a ‘skills adviser’ was very popular with customers. It was felt that skills advisers could identify not only the skills that people lack, but those that they have and may be unaware of.
- Customers found little short-term relevance in the idea of skills progression. Their pressing concern was to get a job. Training not specifically directed to that goal was seen as something that would be undertaken in the future after they were in employment.
- Customer responses to the Leitch recommendations varied by age, particularly in relation to Skills Accounts – a virtual voucher of funding for training. Skills Accounts were of particular interest to older customers who felt they had fewer opportunities to access free training than their younger counterparts.
- Cost is a major issue for customers when considering training. This includes the cost of incidentals, such as travel, books or childcare.
- Customers felt that course start times need to be flexible so that if training is required, it is available immediately rather than having to wait for a course. Courses should also be flexible enough to accommodate the needs of those with caring responsibilities and/or health issues or disabilities.
- Customers believed that attendance on courses should be voluntary at risk of creating resentment amongst learners and causing disruption to classes.
- Some customers described negative experiences with Jobcentre Plus in the past. In such cases, customers were less confident that there would be appropriate recognition of their training needs and/or that courses would meet their stated objectives.
Notes to Editors
- Research Report 519 is published on 7th August 2008. The report is available on the DWP website.
- The Leitch Review into the UK’s long-term skills needs published its report and recommendations in December 2006. The review sets out ambitious goals to make the UK a world leader in skills.
- The DWP is working with the Department for Innovation, Universities and Skills (DIUS) and partners to develop an integrated employment and skills system.
- Fieldwork, analysis and reporting of this research were undertaken by Carol Goldstone at Carol Goldstone Associates.