Excellence Gateway
This case study was produced by JISC RSC (Regional Support Centres) West Midlands on behalf of the Excellence Gateway.
Sector relevance: Work-based learning
Keywords: Improving teaching and learning, improving responsiveness to learners, improving institutional effectiveness, ICT, retail and commercial enterprise, preparing for life and work, assessement, reviewing learners' progress, quality improvement
PeopleServe, a national human services provider, applied for a Learning Innovation Grant (LIG) to purchase an e-portfolio solution, enabling NVQ students to record and document evidence of their work-based experiences.
PeopleServe (formerly known as Biscom Resource Management) is a provider of education, training and employment services for young people aged 14-25 and adults up to the age of 55+. PeopleServe delivers programmes such as Entry 2 Employment, Apprenticeships, New Deal and Train to Gain, and supports schools allowing learners to gain qualifications that include NVQs.
PeopleServe operates from established centres where structured on-site training takes place, with outreach opportunities available through, for example, libraries and community centres.
Biscom was acquired by US company ResCare, a global human services provider, in December 2007. In November 2008, Biscom and ResCare joined to form PeopleServe, with plans to expand its services across the UK and respond to developments in public service markets including welfare reform.
About LIG funding
The Learning Innovation Grant (LIG) funding is provided by the Learning and Skills Council (LSC) and administered by the Association of Learning Providers (ALP). LIG funding supports the innovative development and application of ICT technologies and e-learning within the work-based learning (WBL)/skills sector. As at June 2008, LIG funding has supported 224 projects across a wide range of geographical and occupational areas. Access LIG exemplars on the ALP website.
PeopleServe recognised a need to improve their IT and e-learning capabilities to meet the expectations of similar work based providers in the industry. They already had a web-based Management Information System so were advanced in some areas but not others. The staff carried out a self-assessment of where the company was at that stage and where it wanted to be in the future. The result was a need to invest in new equipment such as laptops, wireless 3G data cards and an e-portfolio system for recording evidence as part of the NVQ programmes that the company delivers.
Traditionally, the NVQ qualification involves the production of a paper-based portfolio, which contains a series of documents including assessors' remarks and feedback. PeopleServe sought advice from the LSC and decided to present their learners with the choice of producing either an electronic or paper-based portfolio depending on their personal preference. The company also wanted to remove geographic barriers - PeopleServe cover wide areas; which meant long journey times for assessors travelling between appointments at the work place and PeopleServe training centres.
PeopleServe successfully applied for a Learning Innovation Grant (LIG) allowing them to purchase five laptops, five wireless 3G cards and a web-based e-Portfolio system. The e-portfolio was provided by a company, Citrus Lounge, who created an online solution, called OneFile that is focused towards vocational qualifications such as NVQs and Key Skills. It is a system used by a number of training providers, colleges, e-assessment providers and universities.
Steven Bell, a member of the management team at PeopleServe who led the project says:
“After considering a few options, we chose Citrus Lounge as it's a company that is fully accredited by leading awarding bodies such as EdExcel and City & Guilds. The e-portfolio system ticked all the boxes for our needs - the security and data protection elements were covered, and there didn't seem to be any limitations on file formats and storage. We could also integrate it fully with our existing Management Information System (MIS) - YETI, supplied by Cognisoft. This system has an integrated text messaging service and we can customise this with our corporate identity, such as our logo.”
The e-portfolio is used predominantly in the Information and Communications Technology (ICT) NVQ but also for Administration, Retail and also Customer Service. When learners initially sign up for the course, they are presented with the different ways they can achieve the qualification (ie. to produce a paper-based or electronic portfolio) and choose the best way that suits their needs.
The ePortfolio can be accessed 24/7 from any PC depending on content filters imposed by some internet providers.
The feedback from PeopleServe staff, learners and employers has been excellent. From PeopleServe's perspective, the introduction of new technology has positioned the company up there with what is expected from experienced assessors in the industry. It has also made PeopleServe more aware of what technology is available, and since the start of the project, the company has since invested in more equipment. All assessors now have laptops, and there are 70 wireless 3G cards available.
Steven says:
“At the start of the project, we had just five laptops and 3G cards - we were seen at the time as being very lucky to have that much. We started by taking small steps and compared to where we were, we have come a long way.”
PeopleServe also had very good support from Citrus Lounge. They provided extensive staff training for IT champions and ICT assessors, who then cascaded the training to the staff who were less IT literate. From the assessors' perspective, the new system is much more accessible. They no longer have to book appointments and reviews with learners and employers, but can simply add their feedback online. As PeopleServe spans a large geographical area, this has cut down journey times and resources.
PeopleServe has carried out an evaluation amongst learners whose responses were ‘practically flawless'. As the project is still very much in its early stage, it has not been possible to assess success rates however further down the line, PeopleServe plan to look at progression rates compared to those prior to the implementation of the new system. For the learners, who can also have the same geographic problems as the assessors, the e-portfolio system has removed that barrier, particularly for those who live in rural areas and can't always travel to a training centre.
“The new e-portfolio is extremely flexible and importantly, it is scaleable, future friendly and led by industry.”
Reflecting on the project and for other providers who may be considering an e-portfolio, Steven Bell advises, “An important lesson we learnt was to look at multiple options - don't just go with the first one you find - we had to change our original plan and find a new company (Citrus Lounge) half way through the original project specification which led to delays. Speak to other providers, get recommendations and compare at least three products. It's also essential to involve staff like a consultative process - as a result, the change management was minimal as they were involved right from the start.”
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Disclaimer: The Regional Support Centres (RSC) and the Learning and Skills Improvement Service (LSIS) support the development of educational e-learning. We may refer to specific products, processes or services. Such references are examples and are not endorsements or recommendations and should not be used for product endorsement purposes.
You can find this page and download any referenced resources from the Excellence Gateway at http://excellence.org.uk/169015.
