YPS Customer Experience Project 2011 C.C.P.I. 10 th January 2012 Keith Angood Mike Booth
Introduction • The Customer Experience Project (CEP) is a scheme in which qualitative research projects are undertaken by first year corporate management graduates. • Provides objective, in-depth customer feedback for each participating service.
Introduction • In 2011 the Young People’s Service (YPS) was chosen for a CEP project. • Aim – Gain a greater insight of how young people perceive the YPS. – Gain a greater insight of how young people perceive the YPS. • Focus – Young people not in education employment or training (NEET) – Those involved in YPS-organised positive activities
Methodology • Qualitative research, intended to complement existing quantitative data. • Group and one-to-one interviews used. • Undertaken by Graduate Management Trainees; Keith Angood, Mike Booth and Sarah Lovatt.
Methodology Key questions 1. Which aspects of YPS young people liked 2. Which aspects young people disliked or felt could be improved 3. What were their preferred methods of communication
Conducting the research • Research conducted February 2011 • Range of locations visited including social education, positive activities and targeted youth support projects. • Prior planning to ensure good representation and • Prior planning to ensure good representation and appropriate settings. • Included evening and weekend visits.
Projects visited • Rawtenstall NEET group • Nelson NEET plastering project • Ashton Star Youth Centre (Girls Group) • Preston Youth Offending Team • Burnley Gannow Community Centre (mixed abilities) • Nelson Snooker Positive Activity Project • Information Centre Fleetwood • Nye Bevan Gym & Swim Skelmersdale • Crawshawbooth Detached project • Oswaldtwistle Travellers Education Project (NEET and Positive Activities)
Findings • Detailed findings by service visited can be found in the main report, Appendix A pages 25 -38. • Young people interviewed were from a range of backgrounds and accessed YPS for various reasons. The research included young men and women between 11- 19 years. • Participation was voluntary.
Reasons for using the service • Meeting friends / socialising • Enjoyable / good activities • Information & support • Trips • Quality of staff (friendliness, helpfulness )
Disliked about the service • Young people were often completely satisfied with YPS services. • More activities or more frequent access to services were desired. were desired. • Some were concerned about reductions in service. • A small number were concerned about the behaviour of their peers.
Preferred methods of communication • Social media such as Facebook was a popular choice. • Traditional methods were also very popular, but with no clear pattern of preference. • Young people always expressed a preference for more than one medium.
Recommendations • Greater access to services. • Developing behaviour policies with young people. • Keeping information up to date. • The continued use of social media platforms. • Using of a variety of communication channels.
Reflection • Diversity of services offered. • Quality of services offered. • Level of appreciation from young people using these services.
YPS Update on Customer Experience Project 10 January 2012 Catherine McManmon YPS Strategy Manager Quality Assurance and Professional Development
YPS Workforce and Service re-structure • The most satisfactory aspect of the report was in the consistent feedback about the quality of YPS staff. • YPS will be able to maintain a high quality professional workforce in both Youth Work and Targeted Youth Support settings into the future.
Continuing to Gauge Satisfaction • The Service Senior Leadership Team meet regularly with a group from the Lancashire Youth Council. • The 3 rd annual satisfaction survey of young people’s views will be repeated in 2012 • The Service continues to keep the wider cohort of young people informed about changes to delivery through direct contact, consultations and through the Service website.
YPS Website • The YPS website was launched in September 2009 and since then, the following progress has been made: • 4,567 registered 'standard' users (young people & members of the public) on the site. (an & members of the public) on the site. (an increase of 1000 since July 2010 • The Service recognises young people’s wish for varied methods of communication: face-to- face, posters, telephone/texts and social media
Increasing Use of Social Media This is becoming an important tool with which to engage young people in the services/ activities offered by YPS and its partners: � YPS Twitter account has 486 followers - an increase of 201 since March 2011 � YPS Facebook page has 228 'likes’ - an increase of 64 since March 2011 � YPS Youtube has attracted 13,357 views - an increase of 6063 since March.
Young people not in Education, Training or Employment (NEET) • Reduction of NEET is one of the priorities stated in the Corporate Scorecard. • YPS' continuing work around NEET will be developed through Targeted Youth Support and cross-council discussion, within the context of the new Corporate Skills Framework. • YPS are also one of the partners delivering within the European Social Fund NEET project
Behaviour Policies in YPS • The aims of social inclusion and community cohesion are often best achieved through different groups in the community working and learning together • There will sometimes be different expectations or norms of behaviour between these groups.
Methods of setting boundaries • Ground-rules are debated by participants in the group, agreed by the group and published • Contract of acceptable behaviour with new members, with clear consequences and review • Contact parents or other consequences • Review whatever is creating a conflict and establish revised programmes accordingly
Sharing good practice Examples of Behaviour Policies have been gathered, to be able to share across the Service. Best practice in this area stems from: • regular review of ground-rules • effective conflict and behaviour management • Encouraging constructive relationships in the group • YPS staff acting as positive role models.
Key Findings from the YPS Satisfaction Surveys 2010-11 • In March 2011, 2 surveys took place to determine satisfaction with the YPS • 929 young people took part in either survey, an increase of 88 compared to previous year • 458 were female and 471 were male • 3.7% considered themselves disabled • 474 were still at school, 156 at college and 215 were unemployed
Projects’ Satisfaction Survey 2010 – 11 • 88.3% of young people surveyed were "Very happy" or "Fairly happy" overall • 55.6% were Very Happy; only 1.1% rated as "Not at all Happy" • 88% of young people surveyed were at least "fairly happy" with the number of times their centre/project is open each week (48.1% were very happy; 2% not at all happy)
Projects’ Satisfaction Survey 2010 – 11 • 95.1% of young people surveyed were at least "fairly happy" with the friendliness and support of the Young People's Workers (75.2% very happy; 0.6% not at all). • 87.8% were at least "fairly happy" with the Programme of activities on offer , (50.3%very happy; 0.8% not at all).
Information, Advice and Guidance Survey 2010-11 • 92.9% of young people surveyed rated services overall as "Very Good" or "Good" ,(only 0.5% rated them as "Poor") • 94.1% of young people surveyed rated The Workers' knowledge and skills as at least "Good" (63% rated as very good; 0.5% rated as poor) • 92.5% of young people surveyed rated The range of information on offer as at least "Good" (59.4% rated as very good; 0.5% rated as poor)
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