Aiding Comprehension of the Labour Market The UK Experience Gareth Dent February 2007

Structure Description of learndirect service Use of LMI Lessons learnt Future developments

Learndirect Advice Service Telephone and web based learning and careers advisory service Phone service launched in 1998 Website launched in 2000

Telephone Service Initially a single tier of advisers, Many requests very straightforward Peak calls 1.4m in 2000 No facility to manage case loads Average call length 8 minutes

Telephone Service Now offering in-depth careers guidance to about 9% of all callers 800,000 callers per year Promoted through national television advertising

Telephone Service 7 Days a week 8 am to 10 pm Information and advice offered in 9 languages other than English

Telephone Service 200 Advisers in 2 national centres 3 tiers of adviser –Information Adviser –Learning Adviser –Career Coach Large internal training programme with external accreditation

Web Service Self service access to details on: –900,00 courses from 10,000 providers –800 occupational profiles –Articles on funding, childcare, etc

Use of LMI Sourced through –Job Centre Plus (equivalent of HRDC?) –Sector Skills Councils (25 employer bodies) –Professional Bodies

Use of LMI Team of profile writers incorporate LMI into –Public profiles –Adviser' knowledge base

Lessons Learnt Very high levels of satisfaction Confidence as important as data LMI requests are –Future focused –Highly specific –Highly localised

Real LMI Example “If I train to be a teacher will I get a job in Manchester when I qualify?”

Future Developments Rich media to convey problematic occupational data “To be a plumber you need to be able to work at heights and in confined spaces”

Future Developments Client help client discussions Tell us your story Associate Advisers Search the Knowledge Base Essentially web 2.0, hopefully without the hyperbole

Thank you Gareth Dent