service quality
From a programme-level standpoint, a high quality service:
- Is bespoke to the individual client’s needs
- Provides the information and support that clients need to navigate the complex world of adult education
- Empowers clients
- Is built on highly competent counsellors
- Is based on a counselling model that matches programme resources to client need
- Uses the right tool at the right time for the right client
- Produces and uses high quality data
- Uses partnerships to improve the quality of outreach and to support a holistic approach to client welfare.
In terms of policy, the key factors influencing service quality were:
- The challenges associated with structurally embedding GOAL in the broader service landscape
- The low policy status of adult education in general and guidance for low-educated adults in particular
Funding challenges and their impacts