Individual Training Accounts: evaluation

Delivery of ITAs

Introduction

The evaluation explored the operational aspects of the ITA programme, which is delivered through SDS. The application, training and payment processes lie between SDS and the training providers. This chapter describes participants' experiences of the administration processes and their training, along with training provider reflections.

The application experience

Most people applying for an ITA were positive about their experience. Applying online through My World of Work was the most commonly used pathway, however there were examples of jobcentres, employers and training providers supporting individuals with their applications. The types of support given were: help with digital skills to apply online; help to understand what documents were required; and help to understand and complete the application form. Of those surveyed, 90% of respondents rated their overall experience as 'good', 63% 'very good' and 27% 'quite good'.

"My college was really helpful. We just did it backwards and forwards between us. We were sending emails over the course of two hours, scanning things and they said 'do this, do that, they just sorted it out for me'."

Female, Out of work

In terms of arranging their training, 90% respondents rated their experience as either 'very' (63%) or 'quite' (27%) good. This positive feedback was also reflected in the evidence collected from focus group participants. People appreciated the simplicity and speed of the process, and reported short waiting times for training courses.

Where a minority of people reported issues with the application process, they cited the following reasons:

• Dissatisfaction with their course recommendation from a jobcentre
• Difficulties providing documentation to prove eligibility.

"I had my CSCS [Construction Skills Certification Scheme] card, but they were trying to push me to do my SIA [Security Industry Authority]. It was just like as a kind of solution to… obviously, they just want you back out the system, so they just want to throw like an SIA at you to get you back out the system."

Male, Transport

Covid-19 was reported to have little impact on ITA applications. Three quarters of survey respondents reported no impact from the pandemic. Where an impact was reported, this resulted in people choosing to delay their application.

Processing applications and checking eligibility

Training providers had similarly positive experiences when processing applications and checking eligibility. There was a general consensus that the SDS customer service team were very responsive and helpful with any enquiries providers had, and the monthly provider calls offered a regular opportunity to discuss issues if they arose.

Where training providers experienced challenges, these were due to applicants' low level of digital skills and difficulties providing the necessary documents in a legible format. While these were not insurmountable issues, they did require additional resource from the training provider to support the applicant through the process. Training providers reported that the easing of the requirement for signed eligibility forms during Covid was appreciated.

Aborted applications

Not everyone who applied for an ITA went on to complete a training course. The most common stage for people to drop out, as reported in the survey, was after they had booked a course with a training provider, resulting in a 'no show' (24%). Over a third (37%) of people who did not proceed with their application cited a change in circumstances which meant they could not continue with the training. People who reached the 'booked' stage but did not attend training and those who did not proceed due to their circumstances were more likely to be over 45 years old and women.

When asked what support could be in place to encourage people to complete their training, the top two issues selected were extending the ITA to be valid for a longer period of time and providing more funding towards training.

Source: SQW analysis of survey data. Note: respondents could select more than one option.

The training experience

Quality of training

Most participants (93%) rated the quality of training as 'very' (66%) or 'quite' good (27%). Focus group participants commented positively on the quality of training materials, the trainer/tutor role, the professionalism in delivery and the timeliness of gaining their qualification on completion. Participants were more likely to report a positive training experience where they thought the course was relevant to their career goals or interests (as opposed to being recommended by a jobcentre or employer).

"We had a lot of support from the lecturers, and they organised support sessions, emails and things like that with the recognition that it was an evening class, and we didn't really have time during the week."

Female, In work

Where training experiences were less positive, participants spoke about not liking the delivery style of an individual trainer/tutor and the use of inaccessible language (e.g. subject terminology) when teaching. Course duration was also critiqued with refresher courses considered to be longer than necessary, whereas specific industry skills training were thought to be too rushed.

The impact of Covid-19 was reported to be relatively limited from focus group participants, as many courses were run online and did not need a face-to-face element. While most preferred face-to-face delivery, they did not mind online courses due to restrictions (although there is a possibility that online delivery put people off who did not apply, but this could not be tested through the research). A minority of people were negatively impacted, as some courses were delayed, cancelled, or the number of classes/students in each class was much-reduced. This impacted when people were able to complete the programme, and hence able to secure work.

Claiming payment

Most training providers reported that the payment process was efficient and they were quickly renumerated, usually weekly, for all ITA participants who completed their training. Some training providers observed that the SDS system FIPS could operate more efficiently by providing additional details on participant records to make it easier for training providers to find the correct participant to claim for, as well as allowing uploaded documents to be deleted and reuploaded when an error was made.