Article 30/09/2026

More than a service: celebrating 14 years of National Careers Service impact

As the National Careers Service transitions into the Department for Work and Pensions (DWP) on 1st October, we reflect on the extraordinary impact of a service that has helped people in England to transform their lives for nearly 15 years.

EDT played a central role in this effort, having delivered the service from its launch in 2012, building on our experience delivering its predecessor service, Next Step.

Working across the North East, Yorkshire and Humber, and South East regions, our National Careers Service team typically supported between 60,000 and 100,000 adults per year. The service has reached nearly 94,000 customers in the last year alone, with almost 38,000 moving into work or learning. Across 14 years of delivery, we can reasonably estimate that we have supported over a million adults, with up to 98% of customers expressing satisfaction with the service each year.

Yet the true legacy of the National Careers Service extends far beyond the numbers. Behind every progression outcome is an individual who has gained confidence, secured employment, returned to education, or taken a significant step towards a better future. EDT advisers have worked with people facing complex barriers to employment, helping them navigate challenges and identify opportunities that may once have felt out of reach.

One customer said:

"Thank you so much for your help and compassion. You made me cry a little as it was so nice to have some support. Thank you again, you're amazing!"

Another reflected on receiving support after a difficult experience with a previous employer:

"I was extremely traumatised and lacking in confidence... You coached me with patience and provided great advice on how to prepare a new CV. I can't say thank you enough for your kind support. I was at a complete loss and felt broken. Thank you for making me feel like a professional again.”

These stories echo thousands of others supported through the service over the past 14 years.

Mark De Backer, EDT's Head of Careers, commented: "When I reflect on the National Careers Service, what stands out most is the people. Our advisers have changed lives and made a massive difference to individuals every day, but they have never done it alone. From our frontline teams to the many colleagues behind the scenes, every person has played a part. The impact that has been achieved over the years is something everyone involved should be incredibly proud of."

A defining feature of the service has been its unwavering commitment to quality. EDT's National Careers Service team maintained exceptionally high standards, achieving observation scores of 85% and customer satisfaction levels ranging from 94% to 98% across regions. The programme's quality was further validated through external assessments and overwhelmingly positive customer feedback.

Abbe Smith, EDT’s National Careers Service Contract Manager, reflected on the remarkable achievements of the EDT colleagues who delivered the service.

"Every single person in our National Careers Service team has put 100% into delivering it to the best of their ability. We've built a fantastic foundation for moving forward in DWP... I'm incredibly proud of everything everyone has done."

EDT’s CEO, Sarah Farquhar, expressed her gratitude to everyone who had contributed to the service's success, recognising the professionalism, dedication, and care that defined its delivery.

"Behind every number is a person whose life has been changed through access to advice, guidance, and opportunity. Our team’s collective contribution has transformed lives, strengthened communities, and opened doors for thousands of people across England. We are incredibly proud of what they have achieved and deeply grateful for the lasting impact they have made."

She added: "The success of our National Careers Service delivery has always been built on the professionalism, dedication, and care of our people."

The decision by DWP to bring the service in-house reflects the strength and success of the National Careers Service, and we are proud to have made a major contribution to a programme that has become a recognised and valued part of the UK's careers landscape.

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