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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
