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

EXECUTIVE SUMMARY
INTRODUCTION
1. This Executive Summary presents the key findings from a study entitled ‘Client
Needs for Coherent Information, Advice and Guidance Services on Learning and
Work’. It has been prepared by ASW Consulting, in partnership with Minds at Work
and the Brian Ellis Consultancy, for the Department for Education and Skills
(DfES), on behalf of the National Information Advice and Guidance Board.
2. The overall aim of the project was defined as: “to understand the needs of clients for
coherent information, advice and guidance (IAG) services”. At the next level of detail,
the project was to identify clients’ needs for coherence and the extent to which they
perceive IAG services as meeting those needs. Particular attention was to be paid to
examining client awareness of, and access to, a range of local and national IAG
services, and the effectiveness of signposting and referral practices.
3. The specification indicated six groups of clients whose views should be canvassed,
and seven types of service providers to be included in the fieldwork. The client
groups were defined as: young people aged 16-19; young adults up to 25 with
learning difficulties/disabilities; young adults aged up to 30; adults with basic skills
needs; adults with low skills (below NVQ level 2 or equivalent) who are in
employment; and adults not in employment.
4. The types of service providers were defined as: FE colleges; HE institutions;
Jobcentre Plus; Connexions; learndirect; voluntary/community sector organisations;
and employer and other work-based training providers.
METHODOLOGY
5. The approach was unequivocally qualitative, with the emphasis on discussions with
those principally involved in day-to-day IAG: namely clients and front-line advisers.
6. The principal stages were:-
• designing a sample frame;
• drafting and refining of research instruments;
• piloting the approach;
• fixing the fieldwork in five areas;
• carrying out interviews and focus groups (see Table A below);
• synthesis and analysis of data;
• reporting.
• Table A below summarises the sample of clients and providers as a whole.
Table A:
Sample summary by area
Area
No of provider
organisations
No of client
participants
No of provider
interviews
Coventry & Warwickshire 7 46 15
Greater Manchester 8 31 20
London South 6 40 14
Suffolk 7 16 15
Tyne and Wear 7 31 12
TOTAL 35 164 76
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