Coaches are at full capacity all/most the time. Generally always fighting to keep on top of admin tasks.

Coaches feel like they spending lots of their time performing tasks that are unnecessary or outside of their role responsibility (e.g. inputting assessment data, managing fixed student data, file management, student admin support)

Too much time is spent in progress reviews covering compliance topics. Not enough time to provide the coaching quality that they desire.

"We can't fit everything into those progress reviews that I would like to deliver"

"You can't quite clear it all in a day unless you're willing to sit there of an evening and catch up. So some weeks you can get to the end of the week and think, I haven't done it, I just haven't done it all and it all has to roll over.”

Too many manual, time consuming and technically painful tasks which are prone to human error and costs them valuable time that could be spent coaching learners

Coaches are required to use too many systems which don't talk to each other, adding extra time and stress to their workloadDescription text goes here.

"none of this should be done by a human being anyway... why does a human being need to move a file from a folder in 2024?”

"there's such a large room for error when you are manually putting numbers in against a module in Global Tracker"

PowerBI data quality is poor, unreliable and not up-to-date.

Coaches spend extra time going through various systems to find data 'at source' and inputting that data into their own tracking systems.

Pressure is put on coaches by Performance Managers and Relationship Managers to justify missing or incorrect out-of-date data that others are seeing in PowerBI reports.Description text goes here.

"Why in this day and age is the data not updated every night?...it's crazy... There's no reason for the data to be two or three days old."

"...we get in trouble because [management] have tried to run a report on it ... then they send out these management reports and we look at it and go, that ain't right."

Global Tracker's stability, performance, and UX causes major issues for coaches.

During downtime, a manual workflow is essential to keep up with review quota, but this builds a large backlog of administrative tasks that falls on the coach to catch up on.

Given the poor experience using Global Tracker, often this manual workflow is the preferred, safer, more reliable and more user friendly option that allows coaches to produced higher quality output, even if Global Tracker is up and running!Item description.

"When GT goes down it's an absolute nightmare... last year it went down for a number of months.

That caused absolute carnage... everyone worked so hard to try and keep the data in as good a position as we could and then work hard to get it [into GT] right"

Approach to tracking of KSBs does not give a coach meaningful view of learner progress.

Scoring model & KSB criteria is too vague and subjective. "Has to be by gut feel"

Tracking KSBs was regarded as a tickbox exercise for regulation.Item description.

"How our learners are progressing against KSBs is non-existent because we don't have a definition of what progress should look like"

"KSB criteria is vague and subjective"

Coaches felt 'thrown in at the deep end' when they first started using Global Tracker, needing to 'move slowly' to avoid making mistake with live data. Often not really knowing if they were doing their job right or not.

Coaches reported inadequate & inconsistent support from supporting back stage functions causing delays and knock on effects on data quality and additional admin (eg. waiting inconsistent time to get student data updated in PICS)Item description.

"I'm working with live learner data... I better do this very slowly just in case I make a mistake. That's impacted my work."

"I've been here like nearly two years. I've never really been a hundred percent if I'm doing it right"