A4e welcomes “Realising Potential: A Vision for Personalised Conditionality and Support” report

A4e welcomes the report by Professor Paul Gregg “Realising Potential: A Vision for Personalised Conditionality and Support”.

We have been promoting a number of key themes in relation to personalisation and flexibility of services around the customer that Paul also identifies in his independent report on behalf of DWP.

The report highlights that “The framework of conditionality matched with personalised support that has been built over the last two decades has proven its effectiveness in helping people move from benefits into work. This is no time to be stepping back from that. It is essential that we do not repeat the mistakes of the last two recessions, by letting a large proportion of the workforce become disconnected from the labour market. In fact we should go further and start to build a system for the future that is even more resilient to the ebbs and flows of the economy; a system where truly no one is left behind.”

A4e is proud of its role in the development of welfare services in the UK over the last twenty years. In line with the report we are cautious about imposing more severe conditionality measures on our customers. We need to avoid policies that punish the most vulnerable in our society. We want to build a service that understand customers have multiple barriers to employment such as debt, childcare, skills, housing and health and to provide a joined up response that supports the individual, creates a more efficient service and ensures better value for the taxpayer.

Our Staff and Advisors will be at the heart of improved services to customers. Success in finding and sustaining customers’ employment is achieved by listening to their specific needs and developing a relationship of mutual expectation that lasts.

We want to put 'customer' at the heart of re-designing services. It is time to stop 'doing things to people' and start 'engaging people in agreeing how to best participate' to secure work for them and help them overcome their barriers. This is crucial to practical engagement and bringing the best from collaborative working. As a business we welcome refreshing the current rights and responsibilities relationship rather than creating increased conditionality for customers.

We welcome further discussion in relation to Professor Greg’s recommendations and working with DWP and partners to shape the new services. While we strongly welcome his approach to understanding the customer and personalising the response, we are more cautious about creating three tiers of customer groups. We feel that there is a danger that in creating a “No Conditionality” group it is important that as providers we do not exclude anyone from the opportunity of finding and sustaining meaningful work.

To continue the debate with us, please contact Rob Murdoch at rmurdoch@a4e.co.uk