Notice to Providers

10 November 2008

New Ways of Working

Provider Engagement Meetings (PEM's)

Background

We told you earlier this year about the introduction of New Ways of Working and this update is to tell you about how it is starting to roll-out nationally. DWP and Jobcentre Plus are fully committed to introducing New Ways of Working to enhance the relationships between our staff and providers. Experience has shown us that we need to work together to improve the local delivery and performance of provision and provide a consistent and coherent process. We think that better communications and information sharing will lead to an increase in both the quality of provision and job outcomes. We are also committed to clarifying roles and responsibilities to differentiate and avoid duplication between the role of contract managers and the role of Jobcentre Plus in managing the overall customer experience.

Provider Engagement Meetings (PEM) will be at the heart of this new approach and these will focus on how we can work together more efficiently and effectively.

What is a PEM?

A PEM is a meeting between a Provider (or a number of Providers), Jobcentre Plus and DWP Contract Managers. The main focus of a PEM will be customer experience issues led by Jobcentre Plus but will also involve the Contract Manager and the Provider in working together to look at issues that are impacting on the delivery of services locally.

What do they involve?

PEMs will be used to share information about changes to the local labour market, changes to DWP priorities, local strategic partnerships and employer engagement activity. Meetings can also cover how providers might best utilise Jobcentre Plus support available to customers e.g. Work Trials. The meetings can also be used by providers to update Jobcentre Plus on changes to local delivery, awareness of provision and to share examples of good practice. Causes of local underperformance can be identified and the PEM used as an opportunity to drill down to the root causes of problems and jointly agree solutions.

What do providers think of PEMs so far ...?

Steve Candlish the Pathways Operations Manager for Working Links (Leicestershire and Northamptonshire) had this to say;

“This is proving to be an ideal forum to update the District Manager and other key Jobcentre Plus/DWP staff including the Benefit Delivery Centre (BDC), our contract manager, local office managers and Third Party Managers on performance, MI, including LEP outcomes, and local issues. We can share information on key employers, their vacancies and trends with the local labour market across the two counties.

We have also used the NWOW forum to explore and resolve issues through setting up spin off meetings/groups. Areas addressed include Referrals, Starts and DMA, for networking using speed dating and to generally warm relationships by gaining a better understanding of respective roles.

As Operations Manager, I am attending these meetings, which happen every 6 weeks for 2 hours or so, with my Partnership and Provisions Manager and my Employer Solutions Manager. Overall, I can definitely recommend them.”

Timetable

PEMs are currently being rolled out across the country, building on the experiences from early pilots activity and all areas should be fully operational by January 2009 (see timetable below).

Further information

If you would like further information please contact your DWP Contract Manager or local Jobcentre Plus contact.