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Customer Satisfaction Tracker
October 2018
Background
2
3
Background to research objectivesThe SIA commissioned IFF to conduct a three-year tracker survey (2017-2019),
measuring customer satisfaction with the new licence application service
(introduced in 2016).
The aim was to evaluate the experience of individuals applying for an SIA licence to
drive service delivery improvements. This presentation shows the 2018 results
(comparing with 2017 where possible).
To establish the current level of customer satisfaction with the new licence application
service;
To establish customer satisfaction levels post 2016 changes to application/renewal
process.
To identify areas where satisfaction is low and to identify the reasons behind low
satisfaction rates;
To identify areas where satisfaction is high and to identify the reasons behind high
satisfaction rates;
To identify areas and ways in which to improve customer satisfaction;
To understand the experience of the applicant and their overall views of the process,
looking at how the applicant perceives the SIA at each touch point, assessing the quality of
information and the level of service provided.
The more specific objectives of this study are:
4
How people apply for a licence
Individuals
Licence Management
Licence Assist
Licence Pay Only
• Individual registers for a personal online account
• Completes their own online application
• Visit Post Office to verify ID documents, have their photo taken and pay
for their application
• Individual registers for a personal online account
• Links to employer, who then completes application, provides photo and
pays for their application on the individual’s behalf
• Individual registers for a personal online account
• Links to employer, who completes application and pays for their
application on the individual’s behalf
• However, individual must visit the Post Office to have their ID documents
verified and photo taken when making an application for a new licence
and also in certain circumstances for licence renewals.
• Individual registers for a personal online account
• Individuals complete their own application
• Links to employer, who pays and submits the individual’s application on
their behalf.
• However, individual must visit the Post Office to have their ID documents
verified and photo taken when making an application for a new licence
and also in certain circumstances for licence renewals.
5
MethodologyQuantitative phase
1,000 Computer assisted telephone interviewing (CATI)
interviews lasting 15 minutes
Individuals who had recently applied or renewed their SIA
licence (4th Feb-4th April 2018)
Employers who had recently submitted applications for
employees (4th Feb-4th April 2018)
Sample provided by SIA
Fieldwork conducted May to June 2018
Results for each year are weighted to the 2018
population. 2017 results have therefore been
adjusted for comparability purposes throughout
6
Methodology
Qualitative phase
20 in-depth telephone interviews
lasting 30 minutes
Sample derived from those who took part in quantitative survey and gave consent to be re-contacted for qualitative follow-up
interviews.
Quotas were set based on information from sample (channel, application type) and survey (satisfied v. dissatisfied)
15 with individuals 5 with employers
Fieldwork conducted June to July 2018
7
Profile of completed interviews
Quantitative phase
781 completed interviews 219 completed interviews
365
new
applicants
416
renewals
13%12%
17%58%
25%71%
48%52%
22%72%
LPO
Employer - LM
Employer - LA
Individual
Works part-time or less
Work full-time
More than 5 years
5 years or less
More than one licence
One licence
1%
31%
68%
LM
LA
LPO
NB - Chart does not sum to 100% as those who answered ‘Don’t
know’ have been excluded
8
Profile of completed interviews
Qualitative phase
Customer Group Interviews achieved
Satisified + Individual/LPO + New app 2
Dissatisfied + Individual/LPO + New app 2
Satisfied + Individual/LPO + Renewal/addsector 2
Dissatisfied + Individual/LPO + Renewal/addsector 2
Satisfied + ALM/ALA + New app 2
Dissatisfied + ALM/ALA + New app 1
Satisfied + ALM/ALA + Renewal/addsector 2
Dissatisfied + ALM/ALA + Renewal/addsector 2
Total 15
Satisfied + LPO 1
Satisfied + ALM/ALA 2
Dissatisfied + LPO 1
Dissatisfied + ALM/ALA 1
Total 5
Key findings
9
10
87%
New applicants are no longer more
favourable than those renewing
Key findings – favourability towards SIA
87%2018 2017
91%88%
84%87%
56%69%
Levels of favourability stayed the
same among individuals
2018 2017
There was a sharp rise in favourability
levels among employers since 2017
2018 bases: Individuals (781); Employer (219); New application (365); Renewal (416)
2017 bases: Individuals (724); Employer (276); New application (536); Renewal (188)
11
Key findings – favourability towards SIA by
channel
Licence Management
Licence Assist
Licence Pay Only
90%
89%
89%
Individuals 86%
83%*
N/A
85%
88%2018 2017
Licence Management
Licence Assist
Licence Pay Only
71%
68%
100%*
55%
56%
100%*
2017
(*low base size)
(*low base size)
2018
2018 bases: Individuals channel (450); LPO (102); LM (97); LA (132)
2017 bases: Individuals channel (600); LM (99); LA (25)
2018 bases: LPO (148); LM (3); LA (68);
2017 bases: Employer LPO (199); LM (2); LA (75)
While levels of favourability stayed fairly constant by each channel used by individuals,
employers using the LPO and Licence Assist channels saw favourability levels increase
12
78%
New applicants are more satisfied than
those renewing
Key findings – satisfaction with application process
79%2018 2017
87%82%
71%76%
46%72%
Satisfaction levels are around
the same for individuals for both
years
2018 2017
Employer satisfaction levels have
increased substantially
2018 bases: Individuals (781); Employer (219); New application (365); Renewal (416)
2017 bases: Individuals (724); Employer (276); New application (536); Renewal (188)
13
Key findings – satisfaction with application
process by channel
by channel
Licence Management
Licence Assist
Licence Pay Only
84%
76%
78%
Individuals 78%
75%*
N/A
75%
79%2018 2017
Licence Management
Licence Assist
Licence Pay Only
82%
66%
100%
47%
46%
50%*
2017
(*low base size)
(*low base size)
2018
2018 bases: Individuals channel (450); LPO (102); LM (97); LA (132)
2017 bases: Individuals channel (600); LM (99); LA (25)
2018 bases: LPO (148); LM (3); LA (68);
2017 bases: Employer LPO (199); LM (2); LA (75)
Individuals’ satisfaction levels remained relatively static (although an indicative rise in
satisfaction among individuals using the LA channel). Satisfaction levels increased across
the board for employers
14
Key findings – why dissatisfied with the online experience
2%
2%
1%
12%
33%
13%
20%
37%
41%
57%
5%
5%
6%
8%
9%
13%
18%
24%
26%
47%
Disagree with decision made by SIA
Wesbite not working / kept crashing
Incorrect / contradictory / unclear information
Communication was poor
Dislike the online format
Response time is poor
Poor telephone support / number often disabled
Processing of documents by SIA takes too long
Online application process too complicated
Online application process takes too long
Individuals - 2018
Individuals - 2017
15% of individuals were dissatisfied overall, for reasons including…
Base: All dissatisfied individuals: 2018 (118); 2017 (77)
Results only shown for reasons mentioned by 5% of individuals or more in 2018
15
Key findings – why dissatisfied with the online experience
18%
24%
8%
23%
46%
27%
24%
12%
43%
45%
7%
13%
14%
16%
17%
17%
20%
26%
29%
34%
Incorrect / contradictory / unclear information
Response time is poor
Problems linking the account to my company
Communication was poor
Online application process takes too long
Processing of documents by SIA takes too long
Poor telephone support / number often disabled
Website not working / kept crashing
Online application process too complicated
Not enough support from the SIA
Employers - 2018
Employers - 2017
One in seven employers (13%) were dissatisfied, for reasons including…
Base: All dissatisfied employers: 2018 (30); 2017 (116)
Results only shown for reasons mentioned by 5% of individuals or more in 2018
Results in 2018 and comparisons
with previous waves should be
treated indicatively because of the
low base size of 30 respondents
16
Key findings – the online experience
82%
80%
69%
77%
75%
77%
73%
The majority said SIA was good (rating 5-7 out of 7) at…
Making consistent and fair decisions
Offering a modern and up-to-date service
Pricing the licence fairly
Making it simple and straightforward to apply/renew (or process for employers)
Making decisions within the promised time
Giving prompt service to applicants/renewals (or application submissions for employers)
Having a user-friendly support system in place
86%
81%
71%
78%
81%
80%
75%
20172018
Satisfaction amongst individuals with these aspects of the
SIA service tended to remain the same over the two years,
with the exception of decreases in satisfaction in SIA making
consistent and fair decisions and making decisions within
the promised time
In contrast, employer satisfaction rose across the board
77%
75%
59%
61%
60%
47%
65%
53%
44%
39%
40%
31%
20172018
Providing timely response to contact via helpline 35% 20%
2018 bases: Individuals (781); Employers (219)
2017 bases: Individuals (724); Employers (276)
17
Key findings – Effort involved
Base: All individuals and employers who put in a lot of effort
and for whom these activities applied (base numbers shown
on bars)
48%41%
2018 2017
A little effort
A lot of effort 33%41%
19%29%
2018 2017
A little effort
A lot of effort 57%47%
29%
42%
59%
50%
60%
55%
59%
59%
60%
66%
Submitting additional documents
Navigating online account
Submitting onlinerenewal/application
Linking to individual/employer
Registering online
Individuals2018
Employers2018
(n=102)(n=319)
(n=125)
(n=233)
(n=319)
(n=233)
(n=102)
(n=102)
(n=39)
(n=39)
Individuals were more likely to find handling
the online application/renewal process ‘a lot of
effort’ than they were in 2017
Employers, on the other hand, felt less
effort was involved than in 2017
48%35%
2018 2017
Where most effort was involved…
A little effort
A lot of effort
New applicants were statistically more likely to
feel that the process took a lot of effort in 2018
than they were in 2017
29%41%
47%46%A little effort
A lot of effort 36%41%
2018 bases: Individuals (781); Employer (219); New application (365); Renewal (416)
2017 bases: Individuals (724); Employer (276); New application (536); Renewal (188)
18
Key findings – Difficulty involved
2018 Base: All renewals (416); 2017 Base: All renewals (188)
10% 12% 5% 24% 45%
Not at all easy Not so easy Neither/nor Fairly easy Very easy
Despite renewing customers still showing lower levels of satisfaction, seven in ten still found the new
process easier compared with the previous time they applied
16% 14% 6% 21% 41%
2018
2017
22% 69%
30% 62%
There was also a
significant drop in the
proportion of renewing
customers who felt that the
process was more difficult
than the previous time
19
Key findings – Comparison to other customer
services experiences
• One employer compared the SIA’s service unfavourably with the online applications for
CSCS (Construction Skills Certification Scheme) cards
• Staff perceived to be more knowledgeable
• Can be done over the phone
• Only takes 3-5 days to arrive
• Banks also cited as provided good service because of the speed of their response and
the fact that they were able to speak to somebody over the phone
• Individuals appeared favourable to app service and webchat options provided by other
organisations – recommended SIA could follow suit
• Mixed views about the website – some found it clunky and underdeveloped – others
felt it was straightforward to use
On a scale of 0 (terrible) to 10 (excellent), I would
give it a 2 (not very good) or something because they
(the SIA) do not interact with people with the queries
and they don’t respond quickly. Other companies you
can even chat with them live.
Individual, Individual Channel (new application),
Satisfied
I think the online service stages are good in
terms of it works and it gets the job done and
it quickly brings you to that Checks in
progress stage. It’s very quick, but as I say
the only issues are the non-response and lack
of call centre.Individual, LPO (new application), Satisfied
There is a general consensus that the new online system is less hassle, and more streamlined
20
Key findings – the online experience
However some relatively common themes emerging amongst those that had issues:
• Website considered by some to be clunky and difficult to navigate (although others were positive)
• Some perceived there to be technical glitches
• Application system not accepting foreign passport numbers (meaning employer had to
manually send details)
• System not particularly resilient to changing circumstances (e.g. changes in name)
• Online form/website not working properly in certain internet browsers
• One employer mentioned issues around duplicate accounts
• Issues with passwords/log-in details
• A few employers frustrated about not being able to check status of all of their employees’ active
licences at the same time
• There is a lack of consistency in response times, and the time it takes to make licence decisions
• Can lead to potential employees losing out on a job or employers struggling to deliver to
clients (for some the process took up to 6 months)
• Not having somebody to speak to is still a frustration for some individuals
• Employers mentioned long waiting times to speak to SIA staff over the phone (and some
negative experiences)
The customer journey
21
Mentioned issues with
the ‘watch-list’ – when
licences expire, the
names drop off and this
makes it difficult to
identify individuals
whose licences have
expired
Very good experience
Very poor experience
The employer journey
LinkingThe online application
Next stepsLicence decision
Contacting the SIA
Very negative experience
• Employer
• Licence Assist
• Satisfied
Feels the process of
applying for a licence has
become easier since
going online – the format
is more user-friendly. All
stages of the application
process ran smoothly
Usually contacts the SIA by
phone as she finds it easier to get
clarity over certain issues this
way, however they have also
used the online portal in the past
Contacts the SIA once every 2 to
3 weeks, usually when there is an
issue with an application, but said
the move to online has
streamlined the process and
reduced the frequency of contact
with SIA
“Occasionally I need to intervene and
get clarity on a couple of points or
upload documents for people, which
speeds up the process.”
Linking
The online application Contacting the SIA
22
Although, she felt the wider
industry had encountered issues
with the system – many prefer to
speak to someone over the phone
Both of these aspects were
considered the easiest parts of
the process
“The questions they are asking
and what they want to know isn’t
too bad; it’s quite easy to operate
the online system.”
Very good experience
Very poor experience
The employer journey
LinkingThe online application
Next stepsLicence decision
Contacting the SIA
Very negative experience
• Employer
• Licence Pay Only
• Dissatisfied
Linking/application process
23
There is no consistency with how long
applications can take, even it what seem
to be straightforward cases (e.g. DBS
checks)
“You can have a driving licence or passport,
been living in the same house all your life,
have everything that they want and it can still
take weeks, and weeks, and weeks.”
“What I don’t understand is how sometimes
they say that it can take days and days to get
a DBS, but yet other times you can get it in
less than 14 hours.”
Licence decisionNegative experiences of trying
to contact the SIA, including
long waiting times on the
phone; slow response and
poor attitude of some SIA
employees.
Compared unfavourably
compared with other online
services where they ‘could get
hold of somebody at the click
of a button’
Contacting the SIA
This often doesn’t work
well because individuals
forget their username
and password and
therefore can’t confirm
permission for the
employer to manage
their account. Thinks the
requirement for
permissions is
unnecessary
"People are often
forgetting their
usernames/passwords.
And there’s no way round
it. If they don’t know their
(logins) I can’t do a
renewal for them."
Very good experience
Very poor experience
The employer journey
LinkingThe online application
Next stepsLicence decision
Contacting the SIA
Very negative experience
• Employer
• Licence Assist
• Satisfied
Online system is quicker an
easier overall, but mentioned
persistent ‘technical glitches’
(e.g. passport numbers not
being accepted)
Mentioned certain aspects of
the website being ‘clunky’
and expressed frustration
about not being able to see
all active licenses of
employees at once – have to
look at each one individually
and then can only see a
licence number rather than
employee names
“It just wipes off the system,
there’s just a blank bit there, and
the only thing that’s left is just a
licence number (with no name).
So you then have to play the
jigsaw puzzle of [working out
which ones of your operatives
have expired].”
Linking/logging inThe application process
24
Critical of slow response
times, particularly when there
are technical issues that hold
up application submissions
(thinks there should be a
dedicated team for this)
Also, thinks decisions
should be much quicker,
especially for renewals – can
have a knock on impact on
their service
"If I’ve got a client asking me to
provide security services, I
don’t take their money and the
say, yeah we’ll provide it in 3
weeks. If I’m paying [for
contractor approved status] in
excess of £5000 a year to the
SIA, I don’t expect them to give
me an answer within 10 days or
20 days; I expect an answer
there and then."
Licence decision/contacting the SIA
The first stages of the application
were quick and easy
"The first 3 (logging in, applying for
the licence and making the
payment. They were a very fast
process with instant feedback
online”
Very good experience
Very poor experience
The individual journey
Registering Logging in LinkingThe online application
Next stepsGoing to the post office
Licence decision
Very negative experience
• Individual
• LPO channel
• Dissatisfied
• New application
The online application
25
He had all the information needed to
hand and so found registering easy
"I had all the answers to hand; I didn’t
really need to think about anything.
There might have been the odd
number they put in (in error), but
generally it was an easy process, even
for an old man like me."
Registering
He was frustrated by the lack of
updates while he was waiting for his
licence and found this took a lot of
effort as he had to frequently check his
application’s progress online
“You’re looking at Checks in progress for
2 months, and after a while it becomes
disheartening."
Checks in progress
Going to the Post Office to have
his passport checked was easy
and is a necessary step
"I think it’s convenient and I know
why they do that because they
have to see your passport, even
though they’ve got your passport
number. They’ve got to check it is
you."
Going to the post office
The licence decision took a
long time, causing him to lose
out on work
"I had been offered the job but it
was subject to my badge coming
so we waited so long and the
badge was never even coming
and then eventually the guys said
sorry, I’m going to have to take
somebody else because (we
can’t wait).”
Licence decision
He likes that the application
process is online however he
feels that it is still in a trial
process and isn’t the same
standard as his bank’s online
offering for example
“I feel like the SIA application
process is just like in the trial
period, that it’s not finished.”
Very good experience
Very poor experience
The individual journey
Registering Logging in LinkingThe online application
Next stepsGoing to the post office
Licence decision
Very negative experience
• Individual
• Individual channel
• Satisfied
• New applicationHe went on an SIA course where the instructor
could verify his documents so he feels like the
Post Office stage could be skipped. It was also
inconvenient for him as he could not use his
local post office, resulting in multiple trips to
different locations.
“It turns out that the Post Office where I live
doesn’t do things like this, so why is it part of the
application anyway when my Group A document
was checked already on the course. It doesn’t
make sense.”
The online application
Going to the post office
26
This was the
easiest stage of the
process
“The best one was
still the registration
because it went really
easy for the first time;
really simple, user-
friendly.”
Registering
The respondent submitted
Group A documents which
got lost, however when he
contacted the SIA he was
happy with the quick
response time and felt that
the responses he received
were very clear.
Contacting the SIA
The respondent is renewing his
licence and so was already
registered online from his last
application. Not having to re-
register was a positive for him and
he found this easy as all he needed
to do was remember his password.
Very good experience
Very poor experience
The individual journey
Registering Logging in LinkingThe online application
Next stepsGoing to the post office
Licence decision
Very negative experience
• Individual
• Individual channel
• Dissatisfied
• RenewalHe thinks that having to upload
documents online isn’t easy as
sometimes he would want to use his
phone or a tablet.
“Sometimes it’s not practical because
some people don’t have access to a
proper laptop – I’m working on a tablet,
or a phone, and there’s no way I’m
going to [upload] documents if I needed
to, as easy.”
He felt that in principle the
application process works
well. However he had a new
passport which resulted in
problems which took a long
time to resolve
“90% of what I saw, or more
than that, was good (the
process of renewal, it's just the
fact it didn't work for me.”
Registering
The online application
Next steps
27
He felt that he had to
wait a long time for a
decision (DBS
checks took 5
weeks) and the lack
of updates meant he
was regularly
checking his
application status,
resulting in it
needing more effort
than previous years.
Licence decision
He feels the online application
works well and is very
straightforward and clearly laid
out.
“Going through the internet is not
that difficult for me; you read and
follow instructions. Everything
was laid down step by step and
you can navigate your way.”
Very good experience
Very poor experience
The individual journey
Registering Logging in LinkingThe online application
Next stepsGoing to the post office
Licence decision
Very negative experience
• Individual
• LA channel
• Satisfied
• Renewal
Although going to the
Post Office was the stage
which took him the most
effort, it was clearly
explained why he needed
to go so he didn’t have a
problem with it. He was
able to go to a Post Office
that was very local to him.
“The SIA has procedures
that people have to follow
and they have to make sure
they are dealing with the
right person, so going there
(to PO) for me it is ok, I
have no issue with that.”
The online application
Going to the post office
28
The respondent found the process
straightforward and easy. In
particular, he found it very helpful
that he was reminded to renew his
licence 2 or 3 months before it was
due to expire.
“I first received notification (2/3
months before licence expired) and
then a reminder closer to expiry that
the licence was coming up for
renewal.”
Early notification
Overall the respondent was very positive and felt that
his experience could not have been improved. This was
largely due to his feedback that he felt he had been
kept up to date at all stages of the process.
“Looking at the process, where I follow all the procedures
and the length of time when the application was put in and
you’ve been informed on a constant basis (of each stage of
the process), you cannot get anything better than that.”
Specific aspects/stages of the customer
journey
29
30
Registering
13%
4%
8%
6%
9%
11%
10%
33%
26%
29%
47%
46%
47%
Renewals
New apps
All
19%
16%
Base: All individuals 2018 (781), 2017 (724) NB - Chart does not sum
to 100% as those who answered ‘Neither’ or ‘Don’t know’ have been
excluded
Not so easyNot at all easy Very easyFairly easy
76%
72%
80%
2017
14% 78%
18% 71%
9% 85%
Overall, respondents found the process less easy than in 2017 and in particular,
new applicants were less likely to find the process ‘Easy’ (80% compared to
85% in 2017).
31
Registering
12%
8%
16%
8%
12%
25%
47%
15%
38%
11%
3%
4%
5%
11%
23%
24%
28%
30%
Other
Couldn't find the relevant section on SIA website
Too much information required
Database information was wrong - couldn't proceed
Didn't have all information required to register
Not something I'm familiar with
Registration took a long time
Bugs/glitches/technical issues
Wasn't clear how to register
2018 2017
Why was it
difficult to
register?
Base: All individuals who found registering difficult: 2018 (128), 2017 (80)
Of those who found the process difficult, the proportion naming the length of time
it took to register and incorrect database information has dropped significantly
since 2017
32
78%…feel comfortable about
sharing their personal
details online
…felt the activation
email was clear
• Not comfortable sharing details online in
general (75%)
• Unclear how details would be stored
(17%)
• Didn’t know how details were going to be
used (17%)
• Not comfortable sharing details for this
purpose (15%)
Reasons for feeling uncomfortable:
• Instructions were unclear (51%)
• The email did not contain all information
needed to proceed (23%)
• Too complicated and too long (10%)
• Technical problems/system not
working(10%)
• The link did not work (10%)
• Incorrect/contradictory information (5%)
Main reasons why unclear:
Base: All who found email unclear: 2018 (42), 2017 (21)
11% 6% 30% 48%
A little uncomfortableVery uncomfortable Very comfortableFairly comfortable
2%3% 23% 65%
Quite unclearVery unclear Very clearQuite clear
Base: All individuals (781) Base: All individuals (781)
Registering
Base: All individuals uncomfortable sharing
details: 2018 (134), 2017 (93)
2017
77% 88%
2017
90%
Renewals
New apps 2%
5%
3%
5%
8%
7%
18%
25%
22%
70%
59%
63%All
New applicants are less likely than in 2017 to find it easy to log into their online account
13%
10%
7%
Base: Individuals: 2018 all (781) new applications (365), renewals (416);
2017 all (724), new applications (536), renewals (188)
Not at all easyNot at all easy Very easyFairly easy
33
Logging in
85%
83%
87%
2017
10% 84%
15% 79%
4% 92%
8%
13%
11%
4%
4%
7%
3%
36%
6%
53%
4%
3%
4%
5%
6%
7%
8%
12%
15%
50%
Other
Issue matching up licence number
URL link in activation email didn't work
Kept forgetting username/password
Unclear what to do once logged on
Problems logging on with certain devices
Difficult to navigate the site
Account couldn't 'match' my details
Didn't know how to use my account
Username/password didn't work
2018
2017
Why was it
difficult to log
in?
Base: All who found logging in difficult: 2018 (79); 2017 (55)
34
Logging in
Fewer respondents than in 2017 reported that they had experienced issues trying to
‘match’ their details
In the qualitative
interviews, the main
problems with logging in
were to do with the
password for both new
and renewing applicants.
The password and the photo. Just
make it easier; I’ve never come
across a password like that before.
It was a little bit – sounds silly –
difficult, but it was.Individual, LPO (renewal), Satisfied
35
7%
14%
18%
12%
40%
2%
9%
16%18%
11%
41%
2%
Once Twice Three times Four times Five or moretimes
Never loggedin
2018 2017
Number of times individuals logged in
As in 2017, dissatisfied
individuals were far more
likely to have logged in
five or more times (69%),
suggesting a more
burdensome experience
Base: All individuals: 2018 (781), 2017 (724)
Logging in
New applicants logged
in more frequently than
those renewing their
licence:
55%
44%
9%
5%
4%
4%
8%
8%
50%
40%
6%
3%
4%
6%
7%
8%
33%
65%
Didn't know what to use account for
Checking for general information
Changing name or address
Checking messages from the SIA
Contacting the SIA for a general query
Updating contact details
Completing a licence application/renewal
Checking progress of a licence application/renewal
2018 2017
36
89%…felt it was clear what the
account could be used for
Base: All individuals who logged in to their online account: 2018 (735), 2017 (688)
Logging in
2017
89%
There were a few
differences in the way
in which people
remember using their
online account. More
than half (54%) of
respondents used
their online account
to check the progress
of their licence
application/renewal
compared to four in
ten (40%) in 2017.
37
93% Of individuals who needed to link to their employer
accepted the linking request
89% 83%Clearly
understood what
permission was
being given
Found the
instructions to
link to their
employer
clear
Linking
2017
99%2017 88%2017
Base: All individuals who needed to link to their employer: 2018 (331), 2017 (124)
96%
88%With multiple
employers clearly
understood which
employer they
were linking to
93%2017
38
95% 39%
31%
13%
13%3%
70%
16%
Not at all
easy
Not very
easy
Somewhat
easy
Very
easy
Extremely
easy
2% Don’t know
16%
35%
7%
15%
18%
19%
9%
11%
14%
20%
20%
23%
The request did not send
Process took a long time
Email addresses wouldn't link
Bugs/glitches/technical issues
Unclear how to send a request
It wouldn't allow me to link
2018 2017
Of those employers who found
the process difficult, a quarter
(23%) found they weren’t able to
link. There were significantly
fewer mentions of the process
taking too long compared to
2017.
Base: All employers who found the linking process difficult: 2018 (34), 2017 (70)
Base: All employers: 2018 (219), 2017 (276)
Linking
Seven in ten employers found the linking
process easy25%
201759%
2017
They don’t always receive the link.
If they don’t receive the link they
can’t give me permission and I can’t
do anything.Employer, Licence Assist,
Dissatisfied
39
Individuals
Employers
New applications
Renewals
87% easy
81% easy
6% difficult
6% difficult
The online application
87% easy 6% difficult
Base: All who completed or submitted all/part of an online application: 2018 individuals (537), new applications (313), renewals (224),
employers (141); 2017 individuals (589), new applications (455), renewals (134), employers (202)
88% easy 8% difficult
2017
88%
2017
7%
76% 10%
92%
85%
4%
10%
40
Specific challenges encountered
12%
0
38%
19%
38%
12%
14%
15%
17%
21%
Counter intuitive / not user friendly
Found it difficult to use a computer /reading difficulties
Had problems accessing the onlineapplication
Found it unclear how to apply/renew theirlicence
Had issues submitting the onlineapplication
2018 2017
72%Of individuals
completed the form
by themselves
9%Of individuals
completed the form
with help from their
employer
12%Of individuals
completed the form
with help from family
and friends
Of the individuals who
applied/renewed their
licence via the
individual channel
The online application
Base: All individuals who found it difficult to complete the online application form: 2018 (34), 2017 (29)
8 employers found the
online application
process difficult and of
these, all had issues
submitting the online
application
41
Overall, both employers and individuals feel that the online application process is better and more
efficient than the paper system. Where there are issues, these are often to do with submitting the
application rather than completing it, often due to technical glitches or isolated errors.
All in all it was a bit bad, response-
wise. But I think it was a pretty
easy process just because it’s easy
to apply.Individual, Licence Assist (new
applicant) Dissatisfied
My company says that nowadays we’ve
got to [do the application ourselves]
whereas before they used to do it for
us. So unless you’ve actually done it, it
will take time to do it if something
comes up and you’re not used to it. Individual, LM (renewal), Dissatisfied
The online application
It's clearer; it's easier to
navigate around. It certainly
saves time, which is money. Employer, Licence Assist,
Satisfied
The only thing that bothers me is that I
can’t contact somebody when I want to.
So if I’m halfway through filling out an
application form and have a question, I
have to go out of the application form to
send them an email and then I have to
wait 2 to 3 weeks for them to reply.Employer, Licence Assist, Satisfied
42
Next Steps
20% Of individuals received
requests for more
information:
2%
20%
55%
38%
83%
6%
24%
44%
45%
81%
Other
Legal documents
Documents to prove address
Documents to prove no criminalrecord
Documents to prove identity
2018
2017
Found providing additional
documents easy
94% of individuals
received a notification in
both their online account
and an email.
93%Found the explanation in the
notification clearly explained
what they had to do next.
Base: All individuals required to submit additional information: 2018 (157), 2017 (95)
83%
2017
96%
2017
12%
2017
92%
Overall, more individuals were
asked to provide additional
information than in 2017 and
significantly fewer respondents
said that they found this process
‘easy’. Although not significant,
more respondents were asked to
provide evidence to prove they
had no criminal records, which
was also mentioned in the
qualitative interviews
43
Two thirds (69%) of applicants found going to the Post Office easy.
I think it’s convenient and I know why they do
that because they have to see your passport,
even though they’ve got your passport number.
They’ve got to check it is you.
Individual, LPO (new application),
Dissatisfied
As in 2017, certain groups found
going to the post office easier than
others. Most respondents are happy
to go to the Post Office and see it as
a necessary stage of the process
84%Of new
applications
compared to 55%
of renewals.
Being difficult or inconvenient to get to remain the key reasons for
individuals finding going to the post office difficult but the time it takes has
become less of a problem since 2017.
Going to the Post Office
Base: All individuals who
went to the Post Office
and found it difficult: 2018
(61), 2017 (58)
2017
72%
6%
11%
10%
45%
44%
42%
32%
59%
5%
9%
11%
11%
14%
17%
24%
52%
The list of Post Offices provided on thewebsite is incorrect
Photo booth not operational / systemdown
Had to take time off work to go
Time consuming - multiple visitsneeded
Not all Post Offices offer this service
Time consuming - time spent at PostOffice
Inconvenient
Post Office is far away/difficult toaccess
2018
2017
44
Individuals
Employers
New applications
Renewals
Base: All individuals who have a decision: 2018 (598), new applications (251), renewals
(347) 2017 (681), new applications (506), renewals (175); Employers 2018 (219), 2017 (276)
2017
83%
2017
11%
38% 31%
86%
82%
8%
13%
Licence Decision
80% 14%
DissatisfiedSatisfied
77%
82%
15%
13%
71% 12%
45
39%33%
12%
11%
41%
28%
10%
16%
0%
10%
20%
30%
40%
50%
1-2 weeks 3-4 weeks 5-6 weeks More than 6 weeks
2017
2018
They should keep people informed, even if it’s just an email saying
we’re still dealing with it, volume of traffic; something. Just to let me
know what was going on.Individual, Individuals channel, Dissatisfied
Base: All individuals who have decision: 2018 (598), 2017 (681)
Licence Decision
(Individuals)
Most individuals (80%)
were very (57%) or fairly
(23%) satisfied with the
length of time it took to
process their online
application / renewal
Renewals
44%Of renewals received a
licence decision within
1-2 weeks, compared to
37% of new
applications.
62%Of renewals were very
satisfied with the length
of time compared to
50% of new
applications.
There was mixed feedback in the qualitative interviews, some individuals felt
they had been kept informed on how their application was progressing
whereas others reported it taking 12 weeks with no indication as to when a
decision would be made
46
14%18%
15% 16%
41%
27%
12% 8%
0%
10%
20%
30%
40%
50%
1-2 weeks 3-4 weeks 5-6 weeks More than 6 weeks
2017
2018
Base: All employers: 2018 (219), 2017 (276)
Licence Decision
(Employers)
Employers were
significantly more
satisfied with the length
of time taken than in
2017. A key reason
behind this seems to be
an increase in
awareness as employers
are more informed of the
length of time decisions
take than previously
% of employers saying they don’t know
how long it takes to receive a decision
2017 2018
36% 10%
What I don’t understand is how sometimes they say that it
can take days and days to get a DBS, but yet other times
you can get it in less than 24 hours.
Employer, LPO, Dissatisfied
Although there has been an overall improvement in satisfaction, some
employers reported that there should be more consistency in the time each
application takes to process.
47
22%
39%
47%
57%
57%
24%
39%
43%
49%
56%
Guidance videos for applications
FAQs section of the SIA website
"Help and Guidance for individual"pages
SIA website more generally
The SIA online portal
2018 2017
23%Of individuals
needed help
completing the form
Assistance with the
online application
Base: All who needed help completing the online application form: Individuals 2018 (123), 2017 (107); Employers 2018 (44) 2017 (68)
2017
18%
57%
71%
68%
56%
84%
40%
39%
54%
54%
63%
Guidance videos for business users
FAQs section of the SIA website
Guidance notes for business users
The SIA contact number
SIA website more generally
31%Of employers needed
help completing the
form
2017
35%
Top 5 types of help used:
48
Views on Guidance
Information
67%
73%
73%
75%
75%
17%
19%
21%
14%
16%
The length of time taken to read/watch them
The style and tone in which they aredelivered
Being easy to find the right information
Having comprehensive, up to dateinformation
Being easy to understand
Good Poor
On a scale of 1 to 7, where 1 is extremely poor and 7 is extremely
good, how do you rate the SIA Guidance Notes/Guidance Video for: Rated “Good” (5-7)
75%
75%
73%
73%
67%
Base: All individuals who used guidance information: 2018 Individuals (57), 2017 individuals (52)
2017
84%
79%
79%
76%
74%
49
Views on Guidance
Information
44%
63%
70%
74%
78%
22%
11%
11%
11%
7%
Being easy to find the rightinformation
Having comprehensive, up to dateinformation
Being easy to understand
The length of time taken toread/watch them
The style and tone in which they aredelivered
Good Poor
On a scale of 1 to 7, where 1 is extremely poor and 7 is
extremely good, how do you rate the SIA Guidance
Notes/Guidance Video for:Rated “Good” (5-7)
78%
74%
70%
63%
44%
Base: All employers who used guidance information: 2018 employers (27); 2017 employers (56)
2017
44%
35%
42%
34%
23%
Employers
rated
guidance
materials as
better across
all measures
compared to
2017
50
Of individuals visited the SIA website at
some point during the application
process
66%
43%
33%
48%
11%
Used a
computer/PC
Used a
laptop/Mac
Used a
smartphone
Used a tablet
Use of the SIA website
Of employers visited the SIA website at
some point during the application
process
78%
84%
19%
5%
1%
Used a
computer/PC
Used a
laptop/Mac
Used a
smartphone
Used a tablet
Nearly half of
individuals access the
website from their
smartphone
More than eight in ten
employers used a
computer/PC to access
the SIA website
Base: All who who visited the SIA website: 2018 individuals (510), 2017 individuals (460);
2018 employers (171); 2017 employers (230)
2017
83%
2017
63%
51
Individuals who access
the SIA website through
their smartphone are
more likely than others
to visit the website daily
Employers were most
likely to visit the
website when and as
they needed to (34%) –
a significant increase
from 2017 (21%)
9%
89%
23%
4%
33%
30%
12%
85%
34%
4%
16%
32%
Visited websiteonce
Visited websitemore than once
When and asneeded
Monthly
Weekly
Daily
Employers
Individuals
The majority of those who used the SIA website visited it on more
than one occasion during the application process
Base: All who used the SIA website: Individuals (510), Employers
(171)
Use of the SIA website
52
Contacting the SIA - Individuals
7%
3%
9%
7%
6%
29%
6%
7%
9%
10%
15%
33%
To find out about how to fill in theapplication form
About the criminal records check
Changing/updating/correcting mydetails
To find out whether alicence/renewal is needed
Technical problems/system notworking properly
To find out about an application'sprogress
2018
2017
Base: All individuals who contacted SIA: 2018 (269), 2017
(191)
32%Of individuals
got in touch at
the stage of
undertaking the
application for
various reasons
2017
42%
The frequency with which individuals
contacted the SIA remained consistent
with the previous year.
Of individuals used the
application status checker
and nearly all who used it
found it useful
79%2017
76%56%
28%
6%
6%4%
84%
10%11%
2017
83%
2017
Individuals were more likely to rate
the application status checker as
‘very useful’ than in 2017 (56%
compared to 42%)
Of employers used the
SIA contact number only
53
Contacting the SIA - Employers
15%
10%
13%
17%
11%
29%
8%
9%
9%
14%
18%
25%
To find out whether alicence/renewal is needed
To find out about how to fill in theapplication form
Changing/updating/correcting mydetails
Issues / queries concerninglinking
Technical problems/system notworking properly
To find out about an application'sprogress
2018
2017
Base: All employers who contacted SIA: 2018 (126), 2017
(183)
49%Of employers
got in touch at
the stage of
undertaking the
application for
various reasons
2017
53%
17%Of employers used the
SIA online portal only
57%Of employers used both
the SIA contact number
and the online portal
20%2017
50%
2017
24%
2017
22%
The frequency with which employers
contacted the SIA was significantly
lower than in 2017. The proportion of
employers who contacted the SIA 5
times or more decreased from 65% in
2017 to 27% in 2018.
54
The online portal
Base: All who used the online portal: Individuals 2018 (269), 2017 (191); Employers 2018 (97), 2017 (135)
The most popular three
features of the online
portal were…
The links and buttons
help me to find
information easily
Easy to use / access /
navigate / find
information
Easy to submit a
query
17%
26% 18% 16%
28%12%
Whoever has designed it has done a good job on it.’ It made sense and you end up
in the right place and in most cases with the right information.Individual, Individual channel (new application), Dissatisfied
Both employers (15%) and individuals (14%) said the thing they disliked most was
that the speed of response was slow
55
Base: All individuals who contacted SIA: 2018 (269), new application (128), renewal (141) 2017 (191),
new applications (116), renewals (75). All employers who contacted SIA: 2018 (126), 2017 (183)
Satisfaction with contacting the SIA
Individuals
Employers
New applications
Renewals
2017
66%
43%
73%
63%
72%
Satisfied
67%
75%
65%
76%
81%
2017
64%
77%
Most employers and individuals were
able to find the information they
needed. Employers were more likely
than in 2017 to get the information
they needed.
Proportion who got the information
they needed…
56
13%
44%
20%
25%
38%
10%
17%
20%
30%
40%
No telephone number to call / option tospeak to someone
Didn't get a response / still waiting for aresponse
Responses are too generic - need to bemore tailored
Given incorrect / contradictory / unclearinformation
Response time is too slow
2018
2017
Reasons for being dissatisfied
Base: All employers who are dissatisfied with response
received from SIA: 2018 (30), 2017 (86)
Dissatisfaction with contacting the SIA - Employers
In line with the increase in
employer satisfaction in the
responses received to queries,
one area which has seen a
significant decrease since 2017 is
in the lack of response to
queries. Last year 44% of
employers reported their reason
for being dissatisfied was they
had not received a response from
the SIA, this has fallen to 17%
this year. However employers still
feel that they should receive
responses within 24-48 hours
rather than 1-2 weeks.
They always say, we’ll be back with you
within 48 hours and it never, ever is 48
hours. Never.Employer, Licence Pay Only,
Dissatisfied
57
10%
8%
10%
4%
40%
39%
5%
6%
10%
14%
41%
45%
No telephone number to call / option to speakto someone
Lost out on money because I couldn't work
Responses are too generic - need to bemore tailored
Given incorrect / contradictory / unclearinformation
Didn't get a response / still waiting for aresponse
Response time is too slow
2018
2017
Reasons for being dissatisfied
Base: All individuals who are dissatisfied with response
received from SIA: 2018 (53), 2017 (40)
Dissatisfaction with contacting the SIA - Individuals
Although employers
have seen a significant
improvement in those
still waiting for a
response, the number
of individuals reporting
that they hadn’t
received a response
was consistent with the
previous year.
The qualitative findings
show that respondents
become dissatisfied when
they don’t receive a
response to a query, when
they have to contact the
SIA multiple times about
the same query and when
they feel that responses
aren’t relevant to them.
When I’ve queried something I haven’t had an
acceptable answer or an answer that sufficiently
covers what is going onIndividual, Individual Channel (new application),
Dissatisfied
58
54%
55%
63%
34%
36%
27%
The length of time taken toreceive a response
The ease of contacting theSIA
The helpfulness of theresponse you received
Good Poor
50%
41%
39%
On a scale of 1 to 7, where 1 is extremely poor and 7 is extremely good,
how do you rate your experience of contacting the SIA for:
63%
55%
54%
Rated ‘good’
Base: All who contacted the SIA: Individuals 2018 (269), 2017 (191); Employers 2018 (126), 2017 (183)
Satisfaction with contacting the SIA
39%
41%
50%
49%
49%
35%
The length of time taken toreceive a response
The ease of contacting theSIA
The helpfulness of theresponse you received
2017
40%
19%
19%
56%
57%
54%
59
On the whole individuals feel that the
system works but feel that they have to
contact the SIA multiple times to get a
response and that the response is often
generic and not tailored to their query.
It was suggested that a priority system
should be put in place for urgent queries
and there should be a contingency for
issues that can’t be resolved through the
portal.
That is the only way [by
phone] to get the situation,
the issues, resolved
promptly. Because if you
send them [a message]…it
takes forever for them to
get back. It may not be too
long for them, but for
someone looking to start
work that is a big deal.
Employer, Licence Pay
Only, Satisfied
If I submit a message, try and
add a category to that
message so if, let’s say it was
a payment query, you’ve made
a payment and yet nothing’s
happened and it still says
awaiting payment, I’d raise
that pretty high as a priority (to
resolve). Have a priority
system to actually get the
messages done (replied to).
Individual, Individual
channel (new application),
Satisfied
Improving the process of contacting the SIA
Contact them through
online portal; tell them
of your complaint or
issues. Sometimes the
online portal is all that’s
required, but when
people are getting
irate, (they need
information or a contact
number).
Individual, LPO (new
application),
Dissatisfied
Employers would like to feel they can pick
up the call and deal promptly with any
issues. To them, good customer service is
found in a company being accessible and
clear on timescales and it is the uncertainty
which causes issues and delays in that it
creates difficulties in planning shifts for
employees.
I don’t expect 21 working
days or 10 working days.
If I’ve got a technical
problem where I can’t
submit an application,
which needs to be
submitted, it needs to be
[resolved] within 24 to 48
hours maximum. If it’s the
weekend, 72 hours, I
understand that, but
Monday to Friday it should
just be a click and solve.
Employer, Licence
Assist, Dissatisfied
Summary
60
61
Overall, the online system is viewed as being easy and efficient.
There has been a significant increase in favourability among
employers since 2017, favourability among individuals has remained
consistent. Similarly, satisfaction has increased among employers and
remained the same for individuals.
o It is worth noting that across both favourability and satisfaction,
new applicants are less positive than previously
One of the key reasons for dissatisfaction among individuals is the
length of time taken for DBS checks and a lack of updates on
timescales associated with this.
Employers satisfaction with contacting the SIA has increased
significantly which is possibly linked to the sizeable drop in those who
said they had received no response or were still waiting for a reply.
Summary – Key findings
62
Overall, three quarters of individuals found the registering process
easy (76%) however, this was less than in 2017 (78%).
Among whose who found it difficult, those reporting that the
registration took a long time had dropped by nearly half when
compared to 2017 (24% compared to 47% in 2017).
New applicants were less likely than in 2017 to describe both
registering and logging in as ‘easy’ As a result, new applicants were
more likely to have logged in five or more times, indicating a more
burdensome experience.
Summary – Stages of the online process
Registering/logging in
Seven in ten (70%) employers found the linking process ‘easy’,
significantly more than in 2017 (59%). It was also reported that the
process is now more efficient as there were fewer mentions of the
process taking a long time than previously.
Nearly all individuals had a positive experience when linking to their
employer and clearly understood what was needed.
In isolated cases, individuals reported some confusion that all
they needed to do was say ‘yes’ to giving their permission and
felt this could have been made clearer.
The linking process
63
In line with previously, the majority of both individuals and
employers found the online application process easy (87% of
individuals and 81% of employers). Both audiences feel that the
online process is quicker and easier than the paper format.
Nearly three quarters of individuals completed the form
themselves (72%) and where they needed help, they were most
likely to use the online portal (56%). Employers who needed help
use the SIA website more generally (84%).
Employers rated the guidance information as being significantly
better across all measure compared to 2017.
Summary – Stages of the online process
The application
form
As in 2017, around seven in ten individuals found going to the Post
Office easy (69%).
Among those who found it difficult, the most likely cause is that they
live far away or it is difficult for them to access a Post Office.
New applicants are more likely to find this process easy and some
renewals felt that once you have held a licence for a few years you
shouldn’t need to go to the Post Office for each renewal.
Providing documents
64
As before the time taken for SIA to provide licence decisions varied
widely. It is worth noting that there was an increase in individuals
pointing to the DBS checks or ‘checks in progress’ as the key factors
in the delay.
Employers demonstrated much more awareness of the length of time
decisions took, only 10% said they didn’t know how long it took,
compared to 36% in 2017. They were also more satisfied with the
length of time it took.
Summary – Stages of the online process
Licence decisions
More than half of employers contacted the SIA (57%), less than in
2017 (67%). The frequency of contact had also dropped with 27%
contacting the SIA five times or more compared to 65% in 2017.
Employers were also more satisfied that the SIA had answered their
queries with far fewer saying they had not received a response.
A third of individuals contacted the SIA (35%) and satisfaction was in
line with 2017. 41% of individuals said they had not received a
response, leading them to contact the SIA multiple times and
resulting in a more burdensome experience.
Of those individuals who used the application status checker in the
online portal, they were more likely to rate is as being ‘very useful’
(56%) than in 2017 (42%).
Contacting SIA
65
Recommendations
Where possible, inform applicants of more accurate timescales in order for
both employers and individuals to be able to better plan for when they will be
able to work
Dissatisfaction stems from uncertainty – where employers have
provided examples of good customer service, the underlying theme is
that they know when they can expect a response and timeframes are
kept to
Improve consistency of customer service delivered by customer support
officers
More tailored responses to online queries – individuals find the messaging
service useful but feel that sometimes the responses aren’t relevant to their
situation
Evidence suggests that more frequent and proactive updates on the status
of applications would improve the experience for both employers and
individuals: