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 checker “It helped me know what I need to learn]and what I’m ok at” Quick learning “Easy to understand and makes for quick learning” Unit approach “It was done in stages and I found it was a nice way to learn” Qualification “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” One-to-one tutoring Learning page “I liked how each section had a learning page that you could refer back to if you get stuck” Flexibility “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”

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 More involvement at meetings with senior management The software is a little out of date Do not send candidates with criminal records.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 s 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 satisfaction92%85% NPS 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% 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% yes85% yes Whilst learning with us, have you had any experience that made you make a complaint to learndirect?*5% yes17% 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% 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

Overall and Timely Success by Prior Attainment

Overall and Timely Success Disability

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