8 December 2005 - Publication of DWP research report 302: evaluation of the job outcome target pilots: findings from the qualitative study
New research published today by the Department for Work and Pensions examines the potential impact of introducing a new Job Outcome performance target for Jobcentre Plus. The report looks at the effects on Jobcentre Plus activity, staff behaviour, customers, employers and providers, in seven pilot Districts of trialling the new target, based on measuring all off-flows from benefit in to work, between January and July 2005.
The main findings support the recommendation to implement a Job Outcome Target (JOT) nationally from April 2006, in place of the current Job Entry performance measure (which only captures outcomes which are the result of a direct intervention by Jobcentre Plus staff). In the pilot Districts, independent evaluators found:
- There was a significant reduction in resources devoted to follow-up and submission activity in all JOT Districts
- Both customers and staff reported an increased use of self help channels since JOT was introduced. However, this was not attributed solely to JOT. Instead, JOT was felt to have reinforced and supported already existing processes of increasing reliance on self service channels by customers.
- It was also thought to have contributed to increasing efficiency by reducing incentives for staff to expend effort and resources on customers who are capable of helping themselves.
- There was no evidence of any reduced focus on hardest to help customers under JOT; there was some evidence of increased time being spent, particularly with Income Support and Incapacity Benefit customers.
- On performance management, staff and managers were almost equally split between those who felt comfortable with the change, and those who did not. All reported needing to rely more heavily on ‘qualitative’ assessment techniques (for example observations of interview quality, checklists for adviser activity and Quality Assurance Framework tools), and a clear need was identified for additional support and guidance.
- The current Management Information (MI) available to managers was felt to be insufficiently ‘behavioural’ in nature, (ie focused on numerical outputs rather than qualitative inputs), with more information needed on adviser activity.
- Overall, JOT was felt to require a substantial culture change which would take time to establish, and require good leadership.
- There was no evidence of JOT materially affecting relationships with employers or providers – most were unaware of any impact from JOT.
- Most customers also found no decline in service as a result of JOT, although they did comment on the increased use of self service channels.
A separate quantitative evaluation of the JOT pilots examined the overall effect of the new target on performance, and results are due to be published early in 2006.
Notes to Editors
- The research is based on three waves of qualitative research in the pilot districts, between December 2004 and June 2005. The pilot districts are Lambeth; Southwark and Wandsworth; Devon; North West, Wales and Powys; Calderdale and Kirklees; Grampian and Tayside; Greater Merseyside and Tees Valley.
- Researchers from the Policy Research Institute at Leeds Metropolitan University conducted a wide range of interviews and focus groups with Jobcentre Plus staff in the Districts both before and after the introduction of the new target. They also interviewed a range of individual and employer customers, and programme providers, to ascertain the external impact of the pilots. The research was designed to address the overall operational feasibility of introducing a Job Outcome Target. A separate quantitative evaluation looked at the potential impact of JOT on actual performance.
- Research Report 302 – Evaluation of the Job Outcome Target Pilots: findings from the qualitative study is published on 8th December 2005. The report is available on the DWP website and hard copies can be obtained from Paul Noakes, Room 4-26, The Adelphi, 1-11 John Adam Street, London WC2N 6HT.
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Prepared by: The Business Measurement Division Jobcentre Plus