Operational Plan

Support young people and adults to make positive transitions into education, employment or training, including apprenticeships and understand the skills required to succeed in the labour market and contribute to the future economy of Wales.

All young people in attendance at mainstream schools will receive an offer of a guidance and coaching interview. The offer will be made via a range of channels, e.g. in assembly, form groups, partnership agreement with the school, automated text messages and individual contacts where necessary. Support can take place anytime between Year 9 and Year 11 and we aim for at least 80% of young people to have received a guidance and coaching interview by the time they leave compulsory education. Interviews will be delivered one-to-one and in small groups.

We will offer all schools two assembly sessions, one for KS3 and one for KS4, to raise awareness of the offer and to cover topics requested and agreed with individual schools.

Career Check will be offered to all schools to aid with prioritisation and data gathering. This will support us to identify which young people are:

• Unfocussed
• Seeking an apprenticeship
• Talented but underachieving
• Labour market entrants
• Lacking in confidence or motivation to make things happen
• Unrealistic

We will deliver targeted 1to1 interviews during the Easter Term for young people seeking to enter work or training after Year 11, culminating in the completion of Assessment and Referral Reports for the Jobs Growth Wales+ programme or support with finding work.

Working Wales (WW) advisers will support young people seeking employment or self-employment opportunities straight from Year 11 with referrals to WW undertaken during the Summer Term.

Guidance and coaching interviews will be provided for those young people in post-16 education requesting support.

We will continue to use our new online booking system for Further Education (FE) Learners who will be able to book their own appointments as well as college staff being able to book on their behalf. We will explore the delivery of some face-to-face support in FE.

Careers Advisers will follow up current Year 11 young people identified as Tier 4¹ once they have transitioned to 6th form or FE.

We will offer a group session to all sixth form schools, with priority given to learners who are looking to enter the labour market.

¹ Young people in EET (Employment, Education or Training) but in danger of dropping out.

Digital and communications

We will release the final four sectors of Future Jobs Wales to include Finance, Insurance and Legal, Science and Research, Business and Administration, Transport and Storage.

We will create a suite of digital careers resources and content to support delivery e.g. for young people (including ALN students), career-review customers and neurodiverse customers.

Following the release of the Job Search minimum viable product (MVP), we will scope and agree a way forward for further iterations of this product.

We will develop a new decision-making application for users.

We will improve the accuracy of the Job Information section of the site with regards to working patterns and subjects and articles.

Following the full website accessibility audit, we will action improvements to the website to ensure there are no barriers for our customers.

Our web and information projects for future developments will include:

• Further research on CV support to ensure the initial benefits/requirements for any future project meet the needs of the diverse range of customers looking for support in this area.
• Explore ways to improve storing, sharing and access to anecdotal/local LMI.
• Investigating whether a skills assessment can be weaved into existing products and services on the website to support all customer groups.
• When an Employability Coach is not available in a centre, the smooth transfer through to Connect

We will design and deliver campaigns which take account of changes in our offer across all services. These will still support transition points and promote our services to our key customer groups including young people, parents, employers and those in the labour market. Additionally, a suite of corporate campaigns will run to support key themes, e.g. digital development releases, Welsh language, National Careers Week.

Working Wales

We will support school leavers seeking to enter the labour market by:

• Identifying potential labour market entrants at the end of Year 10, following up with in-person Careers guidance interviews in Year 11 and providing access to Employability Support and referral to appropriate provision (if needed) before they leave school.
• Providing support for young people via their school-based Careers Adviser until they have settled into a suitable opportunity or until the end of October.

Access to Working Wales support for young people and adults at any point in their career journey will be facilitated via:

• A warm handover from education advisers to Working Wales advisers (school-leavers)
• Appointment booking via the online Booking App
• Careers Wales Connect
• Careers centre or outreach location.

We will support unemployed 16 to 17 year-olds who are actively seeking entry to education, employment or training (Tier 3 NEETs ) ² and adults to make informed and effective decisions and successful transitions through the offer of:

• In-person support either via telephone, video, or face-to-face interview as appropriate
• In-person and /or digital group sessions focused on employability needs
• Access to Vacancy Bulletins and automated job-matching for customers seeking employment
• Access to Jobs Fairs and recruitment events as appropriate
• Access to employability support as required (includes CV support, Job-search and applications, mock interviews)
• Assessment of barriers and onward referral to appropriate support provision, employment or self-employment
• Advocacy and liaison with relevant partners to ensure smooth transitions

Tier 2³ and Tier 1⁴ NEETs will be supported where they are referred to us by the Youth Service or other agency nominated by the EPC (Engagement and Progression Coordinator).

In support of customers seeking to join Jobs Growth Wales + (JGW+) we will:

• Undertake careers information, advice, and guidance interviews with potential applicants to support an appropriate referral to the correct JGW+ strand.
• Run the Categorisation model tool for all referrals to consistently identify the correct referral strand.
• Undertake follow-up interviews with potential school leavers during the Easter term and pre-place into appropriate strands directly from school to avoid young people becoming NEET after leaving school.
• Complete Assessment and Referral Reports (ARRs) for all referrals to JGW+ provision.
• Liaise with providers to ensure that participants at risk of dropping out are identified and that appropriate interventions are made.

Support for redundancies will incorporate the following:

• On-site planning meetings with employers as part of a wider ‘Team Wales’ multi-agency team.
• On-site presentations to staff at threat of redundancy in tandem with The Department for Work and Pensions (DWP), Communities for Work+ and other key partners.
• Staff attendance at Redundancy-specific Jobs Fairs.
• On-site interview clinics for at-risk employees as well as in-person, telephone, or video interviews.
• Support to complete and submit digital ReAct+ applications via the WG portal and Employability support as needed.

We will continue to provide career reviews to support adults wishing to retrain, upskill or change career direction and will report on the 25 to 49 age group as well as the 50+ cohort as reported previously.

² Under the Youth Engagement and Progression (YEP) Framework, responsibility for Tier 3 NEET young people sits with Careers/Working Wales.

³ Tier 2 NEETs - Unemployed 16-17 year olds who are not available or unable to access EET

⁴ Tier 1 NEETs - Young people whose whereabouts have become unknown.

Key Performance Indicator

95% of pupils who receive a guidance and coaching service enter education, employment or training on leaving school.

Customers who have benefitted from enhanced levels of support make positive transitions into appropriate provision.

Targeted Group Support

Targeted Group support will provide young people who may be under-represented in Employment, Education or Training (EET) with additional Careers Adviser time.

We will offer targeted support based on individual characteristics:

• Free school meals
• Looked After Children
• EOTAS (PRU and Alternative curriculum)
• At Risk of becoming NEET
• Young Carers
• School Action +
• Poor Attenders
• English for speakers of other languages (ESOL)
• Labour Market Entrants

It is estimated that the above groups will represent 30% (approx. 10,800) of the cohort. Further guidance and coaching interviews will be delivered on a needs-led basis using our Careers Advisers’ professional judgement.

Education Other Than at School (EOTAS)

Analysis of destination data shows that young people accessing EOTAS provision are more likely to become NEET (Tier 2 and 3). We will provide additional support for EOTAS young people, involving earlier intervention in Year 10 and transition support during Year 11.

Home Educated (EHE)

We will offer guidance and coaching support to all known young people who are educated at home.

We will meet with every Local Authority to offer our service and discuss the best approach for each local authority, where possible this will result in a service level agreement.

Additional Learning Needs (ALN) Support

The ALN Model will deliver support to young people who have moved to the ALNET support as well as those who remain under the old SEN system until September 2025 when all learners will be covered under ALNET.

We will continue to:

• Offer impartial guidance and coaching support
• Attend transition reviews for young people with Individual development plans (IDPs), with priority given to young people entering the labour market.
• Deliver group sessions
• Attend parent events
• Provide CWRE Support for the school to embed the new curriculum across the school
• Facilitate Employer engagement activities
• Provide support to Local Authorities in implementing the Transition support
• Initial interactions will begin at a point agreed with the school for each individual learner
• Interactions will include group and face-to-face to introduce the role and concept of thinking about the future, making decisions etc.
• We will aim to attend a review in the year of first meeting the young person to introduce our role to parents. If a review is not attended, contact will be made with parents.

We will deliver ongoing support, potentially up to six years in the case of someone staying until 19 years of age if support is agreed to start in Year 9 or 4 years if support starts in Year 11. Support could consist of group sessions, 1 to 1 guidance interactions, accompanied visit to a provider, advocacy and liaison on behalf of customers following guidance interviews or transition reviews and attendance at final year review for those entering EET or those who are still undecided. We will attend at least one review in interim years.

Working Wales

Careers Wales will continue to work with Youth Justice Board and WG to support young people who are placed in secure estates by:

• Supporting them whilst they are in the secure estate to agree a plan for their release and to ensure successful progression
• Making contact with the young person or their YJ worker within 10 days of the notification of release
• Offering a blend of support incorporating group sessions, interviews, signposting and referral to appropriate employment, education or training

For adults in prison we will continue to provide support to adult prisoners in the secure estate in Wales and to female prisoners (who are domiciled in Wales) at HMP Eastwood Park in Gloucestershire and HMP Styal in Cheshire. Working in collaboration with prison personnel, probation services and the Employment hubs located in all prisons, we will:

• Allocate suitably trained and experienced careers advisers to each prison in Wales and an Employability Coach where resources allow
• Provide 1-1 support to prisoners
• Provide advocacy support to enable prisoners to access EET whilst in prison or beyond the gates
• Refer to advisers in the community upon release
• Liaise with agencies to ensure wrap-around support
• Agree Partnership Agreements with the six following Probation Delivery Unit (PDUs) in Wales.

We will work to ensure that adults and young people who are seeking sanctuary whether they are forced migrants, refugees or asylum-seekers are afforded access to Careers Information, Advice and Guidance, signposting via the WW service. We will:

• Support on-site at specialist locations and with key partners who support these groups
• Maintain the Careers Adviser Refugee Champion roles across Wales to ensure that we maintain a level of expertise in relation to right to work, benefits, support agencies etc.
• Continue the offer of UK-ENIC licences to refugees and asylum seekers
• Continue the use of ‘Language Line’ to ease communication and to make the service accessible

Customers with disabilities will be supported via a designated team of ALN/Disability Champions.

During 2025 to 2026, we will meet with community leaders and the Local Authority leads for the traveller communities in Brynmawr and Pontypool. We’ll explore with them whether there is a demand for Working Wales support for adults and young people in that community.

Key Performance Indicator

85% of young people who receive targeted support enter EET on leaving school.

Opportunity Awareness is a key skill for effective career planning and is a feature of one-to-one guidance and coaching interviews, group sessions and employer events.

Many of the Digital and Communications developments outlined under Strategic Outcome 1 are designed to raise customer awareness of EET and other progression opportunities.

We will automate the sending of personalised careers information following completion of Career Check by sending a message containing personalised links to information on the Careers Website to raise awareness of opportunities.

Working Wales

We will raise customer awareness of EET and other progression opportunities via:

• 1:1 guidance, information, advice and coaching sessions with customers.
• Vacancy Bulletins: We will continue to source appropriate vacancies for WW customers and other subscribers and will concentrate on further improvements in the accuracy of matching against customer preferred occupations.
• Stakeholder Newsletters: We plan to sustain the production of four Stakeholder Newsletters this year and will also look to produce bite-size publications and special features too, as appropriate.
• Support Finder: The priority for the Support Finder for 2025 to 2026 is to continue to populate the resource to reflect programmes across Wales' employability landscape, which continues to change due to programme budget changes.
• Attendance at events and consultation meetings.

Key Performance Indicator

90% of young people in education report raised awareness of opportunities.

Improve access to the benefits of careers guidance and coaching support through collaboration and engagement with partners and influencers.

Partnership Agreements

We will negotiate a Partnership Agreement with all mainstream and special schools as well as Pupil Referral Units (PRUs) (neither PRUs nor FE colleges are counted in the KPI).

We will automate the sending of a report to Head Teachers and key school contacts each term summarising the key activities delivered within schools.

Work with Parents/Carers

We will continue to develop our parent strategy to achieve our 3 goals:

• Engage parents earlier on in their child’s academic life
• Improve our reach to all parents, particularly via digital means
• Better engage parents in influencing and shaping the development of our services

We will achieve this through:

• Attending targeted parent evenings in schools
• Connecting with parents of young people in the Targeted Groups to follow up actions
• Producing a parent newsletter which is suitable for parents of Year 6 pupils and upwards
• Sharing the parent newsletter through a variety of media and methods including key Local Authority representatives such as Looked After Children Coordinator, Engagement and Progression Coordinator (EPCs),  Home Educated (EHE) co-ordinators and other youth support services.
• Exploring the potential for sharing the parent newsletter with primary schools
• Engaging with parents through community groups via our social media presence
• Carrying out an evaluation of the parents’ section of the website in order to continue to develop the section
• Developing the school parent newsletter
• Attending at transitional reviews

We will also pilot the delivery of a virtual regional Careers Wales parent evening/event.

Working Wales

We will continue to collaborate with partners to maximise the positive impact on young people and adults requiring WW services, including:

• Regional Learning and Skills Partnerships to identify regional skills requirements and changes in the labour market.
• Job Centres to secure co-location and outreach opportunities for the service, to work together to deliver a seamless support service in case of redundancies and to ensure smooth referrals of customers between the two organisations.
• Support Agencies in the wider community to ensure that customers are able to access the right support, in the right location at the right time to provide support and receive onward referral of customers from the WW service.
• Specialist Agencies supporting customers with protected characteristics to ensure that customers are able to access the WW service and take full advantage of the range of services available to them in the wider community.
• Regional EPCs (YEPF) and youth support agencies to make sure that young people 16 to18 in Wales are able to access appropriate support and that they are tracked in their progression via the 5 Tier Model.
• HM Prison and Probation Service (HMPPS) to ensure good collaboration between the WW service and statutory agencies supporting prison leavers and those under community sentences.
• Jobs Growth Wales Prime Contractors and Welsh Government Leads in order to ensure good communication of changes or developments and to ensure input into Single Operating Model / ESP developments as well as ensure smooth transition for customers and effective referral practices.
• Business Wales to ensure that our staff are well informed on their services so that appropriate referrals can be made and to support more disabled people into work by raising awareness with employers

Key Performance Indicator

Partnership Agreements with 100% of partner organisations that enable improved access to the benefits of careers guidance and coaching.

Inform and motivate young people about the world of work through engagement with employers and role models.

Primary Schools – Introduction to careers and work-related experiences (CWRE)

As part of the Big Ideas Wales contract, we will facilitate a competition to find Wales’ most enterprising primary school across three categories – Eco / Sustainability, Creativity / Innovation and Social / Community Impact, each with a cash prize of £2500. The competition will run across the 2024/2025 academic year with a closing date in June 2025 and the competition for 2025/2026 will be launched as part of Global Entrepreneurship Week in November 2025.

Secondary Schools

We will offer mainstream schools bespoke employer engagement support with the aim of informing, inspiring and motivating learners about career opportunities and embedding CWRE in the curriculum through employer led activity.

We will aim to deliver on average one multi-employer event (carousel / world of work days, speed networking etc), three single employer events (presentations, site visits etc) and two curriculum specific sessions in each school, although this may vary based on the needs of the school and their specific curriculum requirements.

We will continue to offer schools access to the Education Business Exchange (EBE) database which enables them to search for local employers.

In order to continue to move employer engagement beyond a traditional, stand-alone approach, we intend to develop a series of employer-led curriculum related challenges. In 2025/2026, we will ask each BEA to develop and deliver a challenge from a range of agreed topics including: (a) priority sectors common to all four RSPs, (b) labour market themes like Net Zero skills and AI, (c) Welsh in the workplace, (d) a challenge based on racial diversity in the workplace, (e) specific challenges for ALN settings.

We will continue our support for the Valued Partner Initiative (VPI) in schools. This initiative seeks to formalise relationships between schools and key local employers. In line with the drive to develop more innovative, curriculum-based approaches to employer engagement, BEAs will be tasked with producing one case study each to support the sharing of best practice (27 in total).

We will aim to use VPI to develop other mutual beneficial work between schools and employers, most notably teacher encounters. We will provide BEAs with a list of ‘approved’ teacher encounters, as evidenced in a recent WG commissioned research project, and ask them to use VPI to facilitate these encounters, where possible.

We will continue to offer schools support to develop alumni communities and use alumni as employers to support EB work in schools.

We will continue to offer a reduced Tailored Work Experience programme.

We will continue to deliver activities to promote entrepreneurship as part of the Big Ideas Wales contract. Our team of Entrepreneurship Advisers will use a network of entrepreneur role models to deliver 1,000 workshops in secondary schools across Wales. The aim of these sessions is to inform and motivate learners to consider self-employment and business start-up.

Special schools / PRUs

Recognising the diverse needs of special schools and PRUs, we will continue to offer these settings a bespoke employer engagement service. Based on data from previous years we aim to deliver 160 activities across 80 settings.

We will continue to host five regional ‘What Next’ large scale careers fairs for ALN learners. The feedback from our consultation with special schools around these events in 2024 to 2025 was overwhelmingly positive in terms of the value gained by learners and teachers.

Support is also available through our Big Ideas Wales contract.

Support for employers

As well as providing employers with generic advice / consultancy support, and specific guidance via the Careers Wales website, we will host a Valued Partner Awards ceremony to celebrate the contribution of employers and raise the profile of the work employers do with schools and young people.

Key Performance Indicator

• CW facilitates at least one employer engagement event in 95% of secondary schools in Wales.
• 80% of customers reported that they have a raised awareness of the skills required by economic priority sectors.

Raise young people’s awareness of the skills required by economic priority sectors and how they link to the curriculum.

The actions lined out under Strategic Outcome 5 also apply to Strategic Outcome 6.

Enhance the capacity of schools and Careers Leaders to deliver CWRE within the Curriculum for Wales.

Our CWRE Co-ordinators will continue to offer pilot schools working towards the Careers Wales Quality Award (CWQA) a comprehensive, bespoke consultancy service. The initial cohort of pilot schools will move onto Stage three of the CWQA in summer 2025 and we will continue to work with them to co-construct the final CWQA in preparation for launch in 2026. We currently have ten schools working towards Stage one of the CWQA and 39 schools working towards Stage two. A minimum of 15 additional primary schools will begin Stage one of the award in 2025 to ensure we have a rolling caseload of schools. Our bespoke consultancy service to schools not undertaking the CWQA will continue by request only and will be dependent on capacity.

Our offer to primary schools will consist of referral to online resources and our professional learning (PL) offer below.

We will deliver a programme of online PL to schools and settings across Wales. A calendar of PL opportunities for 2025 to 2026 will be circulated to schools, alongside an application or expression of interest system to recruit teachers for each training session or course.

The range of short, specific PL sessions for primaries, secondaries and special school settings will include:

• Planning, reviewing and evaluating CWRE in the curriculum
• Auditing CWRE in the curriculum
• Embedding CWRE in AOLEs – professional discussions for teachers (secondary only)
• Enterprise and Entrepreneurship
• Careers City
• Using AI to incorporate CWRE in new GCSEs (for a range of subjects) *New for 2025/2026

Online courses to include:

• NAEL endorsed, OCR accredited Level 6 Certificate in Careers Leadership
• Careers in Your Curriculum (primary, secondary and special schools)

We will continue to develop resources that support schools to deliver CWRE. To supplement our ‘live’ PL programme, we will provide a range of asynchronous learning resources, such as playlists and videos, to support teachers with the delivery of CWRE in Curriculum for Wales. These resources will be housed on HWB, and individual teachers will be referred to specific resources as training needs are identified.

Key Performance Indicator

Training or consultancy support to improve CWRE programmes is delivered to teachers in 65% of the secondary schools in Wales.

Deliver personalised, customer-centred services, enhanced by technology, responsive to user needs and accessible to all.

In 2025 to 2026 we will:

• Improve computer access for guests, customers, outreach and events using Windows 11 kiosk mode for devices
• Match vacancies to customers who subscribe to the vacancy bulletin based on location, job type and preferences. Subscribers will receive a weekly email with their matches plus a list of the 50 nearest jobs by location to support opportunity awareness
• Continue to maintain and develop the Careers Wales website booking system to enable customers to self- serve and improve access to services including employability coach appointments
• Review our Content Management System (CMS) and the longer-term possibilities for personalisation and customisation, as well as securing a new contract for a front-end developer for the website
• In order to improve the customer experience, our digital innovation will include supporting the call routing workstream for employability customers coming through Connect, carrying out user research with our customers to ensure our offer meets their needs
• We will implement translation memory software that can support more effective and efficient translations

Working Wales

We will continue to improve computer access to customers within our careers centres, maintaining access to public wi-fi that will help them to access online job adverts and applications as well as enabling them to access the ReAct+ portal if this is not possible from their home addresses.

Key Performance Indicator

85% of customers report that their needs were met by our CW Connect service.

Create a highly skilled, engaged, diverse and agile Careers Wales workforce

In 2025 to 2026 we will Focus Learning and Development activities on:

Continuing to deliver “brilliant basics” that enable new employees to become productive in the minimum possible time, all employees to be compliant with legislation and legal guidance, and all employees having the core skills, behaviours and knowledge required for their roles.

Developing the skills of our managers, so they can lead a culture that is outcomes-focused, promotes collaboration across hybrid teams, engages employees, supports employee wellbeing and is able to cope well with rapid change.

Developing the digital skills and capability to take advantage of new technology, harnessing it to improve internal business processes, engage our customers and deliver technology-enabled services.

Developing soft skills in all our employees that enable them to be resilient and agile in a rapidly changing workplace.

Developing the knowledge, behaviours, and skills of colleagues so they are able to provide high quality services based on current insights and ensure Careers Wales is a trusted partner organisation.

Continuing to develop our Welsh language skills as a bilingual organisation.

In 2025 to 2026 we will:

• Continue to audit and review our existing internal communications and engagement offer for employees, carrying out employee feedback and testing and developing a proposal for a new coordinated offer for all employees.
• Coordinate a clear strategy / plan to support the delivery and launch of the new company strategy from a branding, creative, communications, marketing and web perspective and start to roll out accordingly.
• Explore creating a support package for careers advisers on using Future Jobs Wales with our customers to help them make informed choices about their careers.

Key Performance Indicator

100% of trainee careers advisers successfully complete their level 6 diploma Career Guidance and Development within the two years allocated.

75% of employees report positive levels of engagement with the company.

Optimise our use of technology to transform our ways of working and develop the digital skills and capabilities of all Careers Wales employees.

In 2025 to 2026 we will:

• Progress with developing and rolling out the agreed AI projects that will improve customer experiences and allow employees to work more efficiently
• Implement a new Learning Management Platform to provide improvements with content, navigation, reporting and employee engagement
• Enhance phone system by introducing a true omnichannel experience through centralised Voice/Webchat/Email
• Continue to streamline infrastructure processes e.g. by implementing a new expenses system which will reduce requirements for inputting and processing

Key Performance Indicator

Improvement in the digital skills and capabilities of Careers Wales employees.

Inform our strategy, policy and service developments through customer insight, business intelligence, data and analytics.

In 2025 to 2026 we will:

• Maintain and develop our data and reporting systems to provide accurate and dynamic data, monitoring the achievement of company KPIs, PIs and business activities across services
• Expand our reporting suite in line with company priorities and develop key datasets that support ad hoc analytics and evaluation to help shape future service delivery.
• Continue to promote the principles of developing a Data Intelligence Hub for Wales across stakeholders, maintaining the current prototype as a proof of concept
• Continue to manage, maintain and develop the YEPF Data Hub providing dynamic reporting across partners to deliver the YEP Framework, monitor YEP provision and inform future strategy
• Standardise processes around reporting to improve consistency and transparency across the company and externally
• Collate and publish All Wales Pupil Destinations data for publication for young people leaving compulsory education in 2025
• Automate the sending of a follow up Destinations survey to school leavers in October 2025 whose destinations status is still unknown
• Manage and expand secure data upload processes via the website enabling partner organisations to securely share data via our website to support delivery of services and monitor customer outcomes
• Monitor our media coverage and increase the impact of pro-active positive coverage by establishing a strategic plan for thought leadership articles, continuing to grow our case studies across key areas including employer engagement work and expanding our localised media approach
• Develop a personalised direct marketing plan for key target audiences to further increase engagement with our key messages
• Develop a stakeholder engagement communications plan for key stakeholders which covers core messages across the whole company whilst also focussing on areas of change, e.g. ALN work
• Monitor the impact on our social media engagement as we change our offer and develop an improved process for promoting events whilst building a network of micro-influencers who can share messages on our behalf
• Carry out company-wide user research activities to help us plan for the next Careers Wales strategy and specific user research on CV support and Job Information sections of the website
• Evaluate the parent’s section of the website, Future Jobs Wales and decision-making tools
• Action the recommendations from the 24/25 communications strategy audit as required

Working Wales

The following activities will inform the future development of the Working Wales service in 2025 to 2026:

• On-going Customer Surveys that highlight key customer insights and any areas for improvement or expansion.
• Diversity Survey. Customer ‘exit surveys’ and electronic surveys to customers will pick up on protected characteristics that are not collected routinely by the Working Wales team. This data will be incorporated into the Working Wales Monthly Reports and an annual report that analyses the customer breakdown by protected characteristics, with comparisons to national population surveys. This should highlight any anomalies in the data that might signify that a group is being excluded from the service.
• 5-Tier Model data will continue to highlight the movement of 16-18 customers through the 5 stages of engagement. The suite of reporting allows for the identification of trends and to highlight lines of enquiry on a national and regional basis
• Evaluation of Year 1 of the Booking App. We will commission internal customer voice research looking into the efficacy of the Booking app. This will provide insights into customer behaviours and preferences as well as helping to shape future enhancements / developments