Quality assurance

If we are to deliver the best possible service to our customers, it is vital that we all understand what is expected of us – and the standards we need to maintain.

The emphasis on quality is a continuing process. nextstep contractors will need to:

• Achieve matrix accreditation to show that they have reached the necessary standards to deliver the service;
• Undergo inspections by the Adult Learning Inspectorates; and
• Be aware that an annual mystery 'shopping exercise' is also carried out by independent assessors to see how well information, advice and guidance services are working – and to make sure that there is an integrated service between the local nextstep services and learndirect advice.