This is a Research Report, RR833, published by the Department of Education and Skills in the United Kingdom. The research was undertaken as part of a government review of advice, information and guidance services for adults. It specifically sought to evaluate a trial extension of Ufi/learndirect telephone guidance service for adults to handle a substantially larger volume of calls, and to test a three stage call back and action planning model of such provision. The research also examined issues such as the generation of demand for telephone guidance versus the capacity to meet such demand, the short-term positive outcomes achieved, and the cost-effectiveness of telephone guidance versus face to face guidance.
The results show high demand, less use of the three stage model, more positive outcomes related to action planning by users including user satisfaction, and similar costs for telephone guidance as per face to face interviews.