Explaining Levels of Customer Satisfaction with First Contact with Jobcentre Plus: results of qualitative research with Jobcentre Plus Staff

This report is a follow up to the First Contact Customer Survey (Research Report 504). As a result of ongoing difficulties accessing data for sampling purposes, the initial plan to undertake qualitative follow-up research with customers was abandoned in favour of research with staff to explore process-related issues which might explain customer responses. The research was undertaken in September and October 2008 and included telephone interviews with senior staff combined with face-to-face interviews and structured observations with staff in Contact Centres, Jobcentres and Benefit Delivery Centres in four Jobcentre Plus regions. Findings relate specifically to staff perceptions of customer satisfaction with first contact

Phase 2 of the Multiple Provider Employment Zones Qualitative Study, DWP Research Report 399

This report presents the findings of a qualitative study of the operation and impact of the Multiple Provider Employment Zone (MPEZ) initiatives that have operated in four cities (London, Birmingham, Liverpool and Glasgow) since 20041. The study builds on earlier work by Cambridge Policy Consultants (Hirst et al. 2006), which concentrated on issues related to the early establishment of the MPEZ initiative and the initial experiences of Providers, Jobcentre Plus districts and customers. The Phase 2 research took place approximately one year on from the Phase 1 study and focused on tracking developments in the operation of MPEZ as the initiative became more established. The study involved interviews with EZ Providers (managers and Advisers), Jobcentre Plus representatives (managers and Advisers) and customers (young people (aged 18-24) claiming Jobseeker’s Allowance (JSA), who would otherwise have returned to New Deal for Young People (NDYP)2, lone parents receiving Income Support and early entrants – see section 1.6 for full details). In order to gain a wider perspective, researchers also spoke to representatives of organisations that have employed MPEZ participants and a number of stakeholder organisations with a broad interest in local labour market policies and programmes in the MPEZ areas. In total, the research involved interviews or group discussions with over 300 individuals, providing a range and depth of qualitative information that allows a detailed picture to be established of the way that MPEZs developed between mid- 2005 and mid-2006, including the experiences of employers and the labour market destinations of MPEZ participants. A central issue addressed in the research and in this report is the ‘multiple’ element of the initiative and the value that is added through the existence of more than one Provider in each MPEZ area. Questions of allocation, choice, specialisation, competition and innovation are considered from the perspectives of Providers, Jobcentre Plus, customers, employers and stakeholders and the final sections present some conclusions and issues for consideration in relation to these topics

Researching Bradford: A review of social research on Bradford District

A synthesis of findings from social research on the District of Bradford. This report synthesises the findings from a wide range of social research undertaken on the District of Bradford, primarily between 1995 and 2005. The researchers reviewed almost 200 pieces of work. The key results are summarised under thematic headings: - The social, economic and institutional context - Community cohesion - Housing, neighbourhoods and regeneration - Business and enterprise - Health, disability and social care - Children and young people - Education, skills and the labour market - Crime and community safety It also identifies a future research agenda. The main purpose of the review was to provide the Joseph Rowntree Foundation and local organisations in Bradford with a firm basis upon which to build future work in the District

Prediction of lamb tenderness using combined quality parameters and meat surface characteristics

The objectives of the present study were: to investigate the predictability of cooked lamb tenderness from textural parameters extracted from lamb chops images using GLRM and GLDM techniques. To study the combined effects of texture features, marbling and ultimate pH on the prediction models

Evaluation of the Performance Management Framework for Jobcentre Plus

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The Role of Skills from Worklessness to Sustainable Employment with Progression: International Case Study Reports

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