ReAct are undertaking a project examining the effect of service quality measurement, particularly the Customer Service Standards (CSS), in Restart on providers and staff. This includes considering how compliance and quality frameworks can drive performance and approaches to assessing service quality in future employability provision.
To support this project, we are seeking additional evidence from providers. We will use this to build on the existing evidence from publicly available sources to explore alternative approaches to measuring quality, and their strengths and weaknesses.
What information are we looking for?
We welcome published or unpublished material, including documents or weblinks, covering any of the following:
- Evaluations of employability programmes which include assessment of formal management procedures used by commissioners
- Details of how commissioners, including international ones, manage provider performance. This may include:
- Requirements placed on contracted providers
- How quality is assured
- How provider performance is monitored or assessed. For example, sets of KPIs, outcomes measurement, or quality frameworks
- Participant surveys assessing quality or outcomes. This might include details of the questions used, how surveys are completed, response rates, when surveys are sent to participants.
- Toolkits or formal measures of ‘distance travelled’. This could include tools to gather how participants who have not secured job outcomes are progressing (e.g. confidence, wellbeing, social impacts)
The files you upload will only be available to the ReAct project team and will not be shared with anyone else. Our reporting will discuss this evidence in a general, anonymised way, ensuring individual providers are not identified.
ReAct measuring and understanding service quality: call for further evidence
If you have any questions about this research or what it will be used for, please contact the project manager through [email protected]