Reshaping our customer engagement - reaching more employers
Last week, we shared with you proposals to reshape our customer engagement. Now we are cascading the details to customers.
As you know, strong industry growth means more demand for skills and employers are facing an increasingly complex skills environment. Alongside these challenges, our customers are telling us:
- They can’t always find the training they need, or when and where they need it.
- Not enough employers benefit from CITB funding and support.
- As a consequence of handling bureaucracy to claim grants, our Business Information and Advice teams only manage to see 10% of Levy registered employers.
- They don’t understand why they’re contacted by different people from CITB.
- CITB is too slow, bureaucratic and difficult to deal with and we often fail to understand what’s relevant to our customers and talk to them in simple terms.
- They don’t know who to talk to at CITB and those who do still suffer from inconsistent information and variable service.
Our ambition is to work more effectively to help industry close the skills gap:
- Getting the right skills & training in place by reforming our funding
- Focusing on arranging training through partners and commissioning rather than directly providing it ourselves; thereby improving employers’ access to training to upskill and cross-skill existing workers
- Assuring the quality of training we commission and influencing the market to raise standards to support employers get the right skills for their business
- Working with industry together to attract new talent and improve the industry’s image through our Image, Culture and Recruitment work.
Our proposals focus on working differently so we reach more employers and become easier to do business with by introducing simple, easy to use online services, phone support supported by face to face teams. By cutting bureaucracy and simplifying how we do things, we’re looking to make our online services so easy to use that employers will find it easier to fill in their levy return, find the training they need and claim funding online. In this way our teams can focus on adding real value to employers – not filling in their paperwork.
Our Employer research tells us that those employers who don’t claim funding from CITB don’t tend to train at all and that’s not helping us as an industry close the skills gap. That’s why we’ve set ourselves the challenging target of increasing the number of employers engaging with us from 15,000 to 20,000 over the next two years and to really start making a difference in getting the right skills needed into our industry. Our ambition is for a significantly higher proportion of Levy registered employers to engage with us by 2018- an increase of 31% over two years to enable us to realise the impact of our new services and new approach to funding.
How does the new Advisor role fit in?
The proposed new Advisor role will be the CITB one stop shop. Sitting in the Strategic Partnership Directors’ team, the Advisors will be working with employers through training groups, advisory forums, Federations, training providers and schools to help employers ensure they get the right skills for their businesses. Our Advisor role will act as our eyes and ears, listening to employer views and capturing intelligence on skills needs and priorities so we can reflect these in the support we provide through Employer Funding. Proposals have been shared with those colleagues directly impacted in face to face briefings. The new operating model impacts 112 roles and proposes a reduction of 46 roles. 66 new roles are proposed.
We feel this represents a step change for CITB to impact both the number of employers we reach and how easy they find us to do business with. In consulting on these proposals, we are looking to understand concerns and how you can help us realise our ambitions to increase the number of employers we engage and encourage them to use the planned online services; thereby helping us deliver both improved efficiency and service so we can return even more value to employers.
February 29, 2016 | Share: