YPS Customer Experience Project 2011 C.C.P.I. 10 th January 2012 - - PowerPoint PPT Presentation

YPS Customer Experience Project 2011 C.C.P.I. 10th 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

• Fleetwood

Information Centre

• Skelmersdale

Nye Bevan Gym & Swim

• 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
• f 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 3rd annual satisfaction survey of young

people’s views will be repeated in 2012

• The Service continues to keep the wider cohort
• f 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
• r 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

• f 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
• verall 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
• f information on offer as at least "Good" (59.4%

rated as very good; 0.5% rated as poor)