Evaluation of Individual Learning Accounts - Early Views of Customers and Providers. Research Report RR294

Individual Learning Accounts were a crucial part of the Government’s lifelong learning agenda, along with other initiatives such as University for Industry/LearnDirect and UKOnline/ICT Learning Centres.
The key objective for Individual Learning Accounts was to provide a vehicle for funding continuous learning. The national Individual Learning Account framework was introduced in September 2000, and was to include:
• universal availability but with specific marketing to key target groups
• funding support to encourage individual take-up of learning
• encouragement to employers to contribute to Individual Learning Accounts.
As part of the first year of the national Individual Learning Account scheme, the home countries required an early evaluation of:
• the characteristics of Individual Learning Account redeemers and nonredeemers
• process
• customer satisfaction
The findings were to be used to provide initial information on early Individual Learning Account holders and also evidence to inform any recommendations for improving the process. It was also used to provide an input into DfES’s monitoring of its contract with Capita, who were under contract to run the Individual Learning Account Centre.