Indicator 10 — Delivering, monitoring and adapting the service

Indicator 10 bridges design (criterion 2) and reality on the ground: is the service delivered as planned, and can you adapt it when the situation demands? A core indicator with a major non-conformity, applicable to every category of provision. In an audit, it turns on your ability to show real, monitored, adjusted pathways.

What the auditor actually checks on the day

The auditor cross-references design documents with execution evidence:

• Faithful delivery: attendance sheets or connection logs consistent with the announced calendar, the plan followed, the planned trainers actually deployed.
• Individualised monitoring: how do you track each beneficiary's attendance, progress and difficulties? Tracking tables, milestone reviews, follow-ups of absentees, in-course pedagogical monitoring.
• In-course adaptations: adjusted pace for an employed learner, an added support session, an accommodation for a disability that arose, a temporary switch to remote delivery. The auditor asks for concrete examples and their traces.
• Category specifics: for skills assessments, respect of the three phases and interview confidentiality; for VAE, delivered and traced support sessions; for apprenticeship, monitoring at the centre and the link with the employer.
• Overall consistency: a provider that declares 35 hours of training but shows sign-in sheets for 28 faces an immediate finding — and potentially worse consequences with funders.

Achieving compliance, step by step

1. Secure the execution evidence: sign-in per half-day (paper or digital), connection and activity logs for distance learning, session summaries for individual support.
2. Create a beneficiary tracking table: attendance, progress per objective, identified difficulties, decided actions. A simple spreadsheet kept up to date suffices for a small structure.
3. Formalise the adaptation rule: who decides an adjustment, how it is traced (amendment, email, file note), how the beneficiary and funder are informed.
4. Document real cases: whenever a pathway is adjusted, record the cause, the decision and the outcome. Three well-traced examples beat a ten-page theoretical procedure.
5. Organise absence handling: traced follow-up, employer or funder informed where required, link with dropout prevention (indicator 12).

Field advice

First: do not confuse adaptation with improvisation. The auditor values controlled adjustments — traced, justified, communicated — and sanctions unexplained gaps between planned and delivered. The same event (a moved session) is a strength if documented, a weakness if discovered by cross-checking.

Second: for asynchronous e-learning, anticipate the awkward question: "how do you know the beneficiary is progressing?" Plan synchronous check-ins, automatic reminders on inactivity and a completion dashboard: this trio answers indicator 10 and prepares indicator 12.

Third, for new entrants: if no service has been delivered yet, present the ready-to-run system — sign-in templates, tracking table, adaptation rule. Actual application will be checked at surveillance. Finally, remember this indicator is a convergence point: it draws on your evidence for indicators 6 (plan), 9 (information) and 12 (attendance). A well-built, chronologically ordered beneficiary file lets the auditor verify everything in ten minutes — exactly the effect you want.