Client needs for coherent information, advice and guidance services ...

comfortable with discussing their basic skills needs and/or persuading them to
opt in to the available provision;
• there were some difficulties with assessment procedures. They needed to be
both thorough (without being off-putting to clients) and readily accessible (long
waiting times lead to drop out).
32. There was little to report on business start-up advice. Where sought, it seemed to
be available within the local area. However, it tended to be seen as a specialist topic
– for referral to agencies outside the mainstream IAG network – rather than an
option discussed as a matter of course.
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33. There is a well recognised challenge in distinguishing effectively between
information, advice and guidance. Similarly, there are boundary issues around
whether specific types of organisation are IAG providers at all, or whether they
should more properly be seen as part of a broader infrastructure of support
agencies. There is a prima facie argument here for the National IAG Board to look
again at issues of definition, perhaps with a view to segmenting providers and
services in a way which recognises recent changes in the sector.
34. Two issues were identified on which further research might shed some important
light on coherence issues from a client perspective. These are around:-
• the precise methods of facilitating referrals to other providers (e.g. informal
patterns, firm appointments, physically accompanying clients) and the
implications of each. Clearly they each have strengths and weaknesses;
• the point at which follow-up and after care (‘good’) lapses into hanging on to
clients (‘bad’). It would be instructive to compare and contrast different
practices on this and distil some good practice.
35. There is a groundswell of opinion, both from clients and front-line advisers, that
what is needed is an impartial, accessible and free IAG service for adults. There are a
number of components in place, of course (e.g. the learndirect national information
and advice helpline, the Jobcentre network and IAGPs), but it was clear that these
were not understood as being part of a bigger, coherent picture; and, moreover, that
several needs were not being met at all (especially guidance services for those
currently in employment). People in the field speak imprecisely of a need for a
‘Connexions service for adults’.
36. The Steering Group for this project briefly discussed this point at the interim report
stage. Their view was that adults do not yet have a sense of entitlement to IAG, and
that until awareness and understanding of services for adults is improved, the real
extent of demand will not be quantifiable. Taking this forward – even at the level of
a national marketing campaign, let alone expansion of provision – would have major
resource implications, of course. This study does not, therefore, offer any simplistic
recommendations; nevertheless the issue is noted for further consideration.
37. Finally, the moment might be opportune to look again at client satisfaction surveys.
Their use in the field often seemed to lack imagination: they tended to produce
complimentary – but not very useful – material, perhaps reflecting the drivers for
their introduction in the first place (typically a desire to qualify for a quality badge).
Area-wide feedback mechanisms could shed more light on coherence issues. Coincidentally,
they might appear less threatening to individual providers.
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