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Interserve Learning & Employment invests in improving customer journeys

Interserve Learning & Employment (ILE) invests in technology to help put the customer at the heart of its operations.  Complementing a newly launched single target operating model, the national skills and employment provider has commissioned new technology that will allow all of its programmes to focus on the customer and their journey.

ILE has joined up with CogniSoft, to manage the customer journey across all ILE lead programmes, including ESIF, Apprenticeships, Adult Education Budget and Traineeships.

A leading ESFA provider

ILE is one of the UK’s leading providers for the Education and Skills Funding Agency (ESFA), helping up to 14,000 apprentices each year and one of the largest suppliers of the government’s Work Programme. ‘YETI’, Cognisoft’s skills and employment system is supporting ILE’s programmes and providing alignment between its diverse employment and skills provision. This is being achieved by using a shared application for all business types and contracts across many regions to enable a single, joined up and consistent journey for each customer.

Putting the customer at the heart of what we do

Wayne Lord, Corporate Services Director at ILE commented, ‘This paves the way for many of the planned innovations which we’re driving, through our major change programmes in 2017 to enhance our service offer and ultimately our customer experience. The new system provides a host of benefits over our previous approach, which will make it a better user experience for our frontline teams and ultimately an enhanced service for our customers’.

CogniSoft’s Operations Director Emma Cook added, ‘We would like to congratulate everyone at ILE and CogniSoft who has worked on this migration and deployment. ILE has been using YETI extensively for Employability programmes so it’s fantastic to now see them using our services for its Skills delivery as well.’

ILE Sustainability Agenda

YETI seamlessly provides modern and secure integration technology and will allow ILE to reduce paperwork, filing, postage, printing and travel costs. This contributes to ILE’s sustainability agenda, too. The centralised reporting of all contract data provides full visibility of the end-to-end customer journey to help feed the business intelligence engine.

What has made this a huge success is the close collaboration with the service users to ensure that they were at the heart of the design and delivery of the technology.

John McIlroy, Systems Development Manager stated, ‘The requirements gathering process provided a continual feedback and testing loop through system “champions” to ensure that the end product met all the user needs and was absolutely fit for purpose. A close working partnership with the software developers also meant that we were able to meet the short timeframes and deliver the project within budget.



Kim Pattison
Tel: 0333 444 4304


Interserve is one of the world’s foremost support services and construction companies. Our vision is to redefine the future for people and places. Everything we do is shaped by our core values. We are a successful, growing, international business: a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. Headquartered in the UK and FTSE listed, we have gross revenues of £3.6 billion and a workforce of circa 80,000 people worldwide.

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