Korina Cox

Erasmus+ Learning Network

Belfast

21 May 2015

Activities Outputs Immediate and Long-term Outcomes Impact

Economic

growth: Net

impacts on GVA /

employment

growth

Customer

satisfaction (2):

Time saved by

businesses

Information

on scope of

support

needs and

finding

suppliers Businesses find

solutions to

business needs

Businesses finding

it easier to comply

with regulation Business

Support

Helpline:

ContactCentre

25 Call agents

7 Business

Support Advisors

Businesses taking

action to improve /

start business

Number of pre-

starts/

businesses

accessing the

website

Number of

callers to the

Helpline

(including those

without internet

access)

Number of

callers receiving

intensive advice

and support from

BSAs

Customer

satisfaction (1):

Satisfaction with

Helpline

Businesses access

external finance

Additionality

question: Would

businesses have

accessed support /

information without

the service?

Additionality

question: How far

has the information/

support from the

Helpline led to

specific actions/

solutions?

Digital transition:

Increased

propensity to use

GOV.UK in future

Additionality

question: How far

have specific

actions / solutions

led to economic

benefits / increased

GVA?

Improved

knowledge and

awareness of

business issues

In-depth

diagnosis and

support

Businesses finding

easier to diagnose

needs

Displacement:

How far has growth

in beneficiary

businesses come

at the expense of

other firms?

Businesses comply

with regulations

Businesses

exporting for first

time or exporting

higher volume

Businesses take on

employees

Businesses improve

efficiency

Businesses

introduce new

products / services

Users avoid

closure of viable

businesses

Advice and

guidance on

navigating the

GOV.UK

website

Users make more

informed decisions

Users avoid

starting non-

viable

businesses

Use of external

support: Take up

of other 3rd party

support including

Government

programmes

Activities Outputs Immediate and Long-term Outcomes Impact

Economic

growth: Net

impacts on GVA /

employment

growth

Use of external

support: Take up

of other 3rd party

support including

Government

programmes

Customer

satisfaction (2):

Time saved by

businesses Information

and guidance

on growth

Information

and guidance

on starting a

business

Provision of

regulatory

information

and guidance

Information

on scope of

support

needs and

finding

suppliers

Businesses find

solutions to

business needs

Businesses finding

it easier to comply

with regulation

Business

Support Pages

of GOV.UK

- Development

of website

content

- Feedback

loops to

website team

from Helpline

and other

sources

Businesses taking

action to improve /

start business

Number of pre-

starts/

businesses

accessing the

website

- Number of

page views /

unique page

views per

theme

- Entrances per

theme

Customer

satisfaction (1):

Satisfaction with

GOV.UK

Businesses access

external finance

Additionality

question: Would

businesses have

accessed support /

information without

the service?

Additionality

question: How far

has the information/

support from the

Helpline led to

specific actions/

solutions?

Digital transition:

Increased

propensity to use

GOV.UK in future

Additionality

question: How far

have specific

actions / solutions

led to economic

benefits / increased

GVA?

Improved

knowledge and

awareness of

business issues &

sources of support

Businesses finding

easier to diagnose

needs

Displacement:

How far has growth

in beneficiary

businesses come at

the expense of

other firms?

Businesses comply

with regulations

Businesses

exporting for first

time or exporting

higher volume

Businesses take on

employees

Businesses

improve efficiency

Businesses

introduce new

products / services

Users avoid

closure of viable

businesses

Users make more

informed decisions

Users avoid

starting non-

viable

businesses