Ms Niamh O'Donoghue:

The UK and other countries have a long tradition of this type of scheme. The scheme we put in place is a little different from that in operation in the UK specifically because we wanted to learn from what happened elsewhere. We contracted with an advisory group to specifically give us advice on how the model for the scheme should be developed. The purpose of this scheme was to increase our capacity to provide activation services for people. The aim was to add to the case officer cadre within the Department and the network of local employment schemes, LES, and JobsPlus and so on, which continue to be in place.

JobPath is a results based payment to the companies involved, subject to adherence to minimum standards of service. There are commercial agreements in place in respect of the payments. In terms of the service, a client is referred for 12 months; guaranteed a baseline service, including a personal progression plan; and given intensive support and guidance to assist him or her in gaining sustainable employment. The client retains his or her social welfare payment while on JobPath. If there are to be any changes in social welfare entitlements those decisions are taken by Department officials rather than JobPath officials. Once a client is referred into the programme, participation is mandatory. The supports from the providers continue while the person is in work. During the period of initial attachment to work clients can participate in other education and training while in JobPath. It is in terms of these elements that our scheme differs from that of the UK.

There have been a small number of complaints from the two providers, but in the context of 60,000 referrals, which breaks down to 30,000 to each of the two providers, there were 42 complaints in relation to one of the providers and 77 complaints in respect of the other one. Some of the complaints related to the client or customer's reluctance to engage in the process and others were complaints about data protection, the attitudes of the people they are dealing with and so on. We work closely with the providers to try to address any complaint that is brought to our attention. As I said, there are minimum levels of service required as part of the contract. An independent survey of client experience is under way, the result of which are expected to be available by the end of this year. Payment penalties can be applied if the results indicate poor customer service.