A qualitative overview of vacancy filling services for employers: target setting and performance management: research summary: summary

Document type
Bukowski, Graham; Jenkins, Sarah; Roberts, Hazel
Date of publication
1 September 2010
Research report; 686
Employment, Families, Poverty Alleviation Welfare Benefits and Financial Inclusion
Social welfare
Material type

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Summary of a report presenting the findings of a study which sought to explore what lessons the Department for Work and Pensions (DWP) could learn from vacancy filling services delivered by similar organisations both in the UK and internationally. Twenty-three semi-structured interviews were conducted with nominated experts from DWP and comparator organisations. In particular, the study sought to understand how such organisations set targets and manage performance in this part of their business. The research findings indicated that there has been a significant refocus in the strategic aims and associated targets of Jobcentre Plus and comparator organisations. Some organisations have witnessed benefits in moving from jobseeker to employer-led business models. A performance framework underpinned by targets is found to help drive an effective employment service. Outcome (rather than process), and quality (rather than quantity) targets are felt to generate success, particularly when supported by regular reporting, quality assurance and communication.

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