Hivetec-DES-Report-V1.4

INCREASING PARTICIPANT CHOICE AND CONTROL IN
THE SERVICES THEY NEED
Current Model
Participants have limited information about
providers to inform their choice
Limited participant control in the job planning
process.
Limited choice of provider: management of referrals
limits participants’ choice of provider.
Provider directed service
Participants face restrictions on changing providers
at will.
Changes Proposed
Increased participant control of services
Participants to choose their provider and to change their
provider if unsatisfied, with funding following the participant.
Participants having more say in their Job Plans and better
information to empower participants during service planning.
Increased choice of providers
Relaxed ESA boundaries to enable choice of provider.
Greater information for participants about providers and the
services they offer, and others’ experiences of providers.
Implications
1. Participants will be able to choose their DES Provider, and change their DES Provider, up to 5 times in any 2 year
period. Participant choice will be supported by more detailed information about DES Providers’ services and
performance including likely changes to the publication of Star Ratings, and a relaxation of ESA boundaries for
Participants.
2. The new model also allows for greater use of technology based service delivery, for example, attending
appointments via videoconference. DES Providers will need to be equipped to offer this type of innovation
in service, whilst ensuring that Participants meet any evidentiary requirements for attendance and mutual
obligation.
3. Participants may also have the option to unbundle their services, e.g. to seek Job Brokering from one Provider
and In-Work Support from another. This level of flexibility may see some Providers becoming specialists in a
particular area of DES service provision or specialist provider spinoffs could evolve.
4. Initially, Participants may stay with their current DES Provider. However, as Participants’ awareness of choice
and options begins to develop, customer demand for higher quality Providers and innovative, specialist services
is likely to grow.
To attract clients and retain or grow market share, DES Providers will need to be in a position to effectively
market their suite of services, adapt their service offering to meet customer needs, and demonstrate results.
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