SENDirect, Review of Online National Brokerage Service

Carney Green undertook a review of the processes undertaken in developing SENDirect’s national online brokerage service.  The new service supports parents of children and young people with special educational needs and disabilities to manage personal budgets. It also enables service users to provide feedback to service providers, therefore assisting in the development of improved future provision. Carney Green worked with SENDirect for 12 months, reviewing the service’s development and engaging with both stakeholders and service users.

We also developed SENDirect’s logic model, created a range of performance indicators, and designed and executed a survey of service users, providers and professionals – this enabled performance benchmarks to be identified at the launch of the service to help measure impact over time. We subsequently provided a guide for SENDirect in undertaking ongoing performance measurement. To support the launch of SENDirect in January 2015, Mike Lane wrote a blog based around the results of the baseline survey. This blog, entitled 'Mind the Gap' focused upon the different perceptions of families compared to service providers regarding current service provision (

We really enjoyed working with Carney Green, on our impact measures and evaluation. They took time to really understand what we are trying to do, and find meaningful ways of measuring success. I would not hesitate to recommend them – and anticipate working alongside them in future projects

SENDirect Project Director
What we do: Implementation & Delivery