Research and analysis

Process evaluation of the Jobcentre Plus Performance Management Framework (RR801)

This evaluation explores the extent to which the new Performance Management Framework (PMF) introduced in April 2011.

Documents

Process evaluation of the Jobcentre Plus Performance Management Framework (RR801): report

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Process evaluation of the Jobcentre Plus Performance Management Framework (RR801): summary

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Detail

This evaluation explores the extent to which the new Performance Management Framework (PMF) introduced in April 2011 met its objectives as an improved system for Jobcentre Plus. The PMF was introduced to support greater flexibility in service delivery and to facilitate the move away from a target heavy, process focussed performance regime, towards a more outcome based approach. The Department needed a structure which was cheaper, more efficient, simpler and easier to understand.

The evaluation was conducted by the Policy Research Institute at Leeds Metropolitan University on behalf of the Department for Work and Pensions (DWP). This evaluation was commissioned in summer 2011 to provide independent and detailed feedback on staff understanding and awareness of the PMF, the implementation and communication process and early evidence of the influence on cultural and behavioural change, following the removal of the previous target regime.

The findings are based on analysis of qualitative data collected during 111 interviews conducted with staff from across Jobcentre Plus Operations (Contact Centres, Benefit Centres and Jobcentres) and the DWP Corporate Centre during October and November 2011. Analysis of key performance management documents was also completed during the evaluation.

DWP are committed to evaluating and improving performance and this research is the latest example of the Department’s commitment to continuous improvement. The findings are being used by DWP as reassurance on the direction of travel in performance management and evidence to support further cultural change to maximise the potential effectiveness of Jobcentre Plus services. In addition, since the research was completed, the performance regime across DWP Operations has been further improved, with the development of differential performance levels and more streamlined performance scorecards to help staff to further focus on key outcomes.

More information on Departmental performance is available as part of the Transparency agenda. The Quarterly Data Summary reporting against the DWP Business Plan for 2011-15 is updated each quarter [1] and a summary of key impact indicators of DWP performance are both published elsewhere on the DWP website[2].

In addition, the DWP Delivery Plan for 2012-13 was published on 11 June 2012, describing what and how the Department will deliver this year[3]. The DWP Annual Report and Accounts will also be published on 12 July - this sets out what was delivered in 2011-12.

  1. Quarterly Data Summary is available at: www.gov.uk/government/organisations/department-for-work-pensions/series/business-plan-quarterly-data-summary–2

  2. Impact Indicators are available at: www.gov.uk/government/organisations/department-for-work-pensions/series/business-plan–2

  3. Impact Indicators are available at: www.gov.uk/government/organisations/department-for-work-pensions/series/business-plan–2