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

provider were added, either following discussion with the local IAGP, or as a result of
the nomination of ‘additional’ providers by the original ‘contact’ partners.
306 Breakdowns of ‘contact’ and ‘additional’ providers by area and sector are provided in
Table 3.2 and Table 3.3 overleaf. A full list of the provider organisations
contributing to the research is added as Appendix C.
307 It is apparent from these tables that the combination of participating providers
varied between geographical areas. Only Jobcentre Plus and voluntary and
community providers were represented in every area.
308 Two key points, from a methodological stance, should be noted here. First, the
number of providers in any single sector was small; second, there were significant
differences between organisations in the same sector. For example ‘voluntary and
community providers’ include national voluntary sector organisations and local,
community-based organisations, each with their own different emphases and
approaches to delivery. Even within seemingly more homogenous sectors such as
FE, Connexions and Jobcentre Plus, there were differences in the way IAG provision
was organised and delivered to clients.
309 These factors limit the extent to which sector specific conclusions can be drawn out
with confidence. Further comments on the implications of key variables are added
as Appendix A.
Client base of providers
310 There was considerable variation in the extent to which IAG providers targeted their
services at specifically defined client groups. Some adopted a deliberately openended
policy (e.g. drop-in centres), at any rate for information and initial advice
services. Others had strictly defined target groups (e.g. those planning to start up
their own business).
311 Most had a general policy on target groups but adopted a degree of flexibility in
practice. Factors used to describe eligibility included:-
• age (e.g. Connexions);
• labour market status (e.g. Jobcentre Plus);
• residence (e.g. local authority services);
• disadvantage (e.g. basic skills need, asylum seekers/refugees).
312 Table 3.4 on page 20 provides a breakdown of participants by target client group
across the five areas. In practice, there was considerable overlap between target
groups for the various services – an ambiguity which introduced added complexity to
the segmentation of client groups, too (see second half of this chapter).
Provider interviews
313 In terms of provider interviews, the main focus was on discussions with individuals
involved in the direct provision of services to clients. In the majority (almost three
quarters) of visits, a short discussion was held also with a management
representative, to highlight key local issues for exploration. In some cases, the
management representative was also involved in direct delivery of IAG services to
clients.
314 Each provider was asked to identify one or more front-line adviser(s) involved in the
delivery of services to clients. Where possible, advisers were selected to represent
differing roles within and between organisations.
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