SIA Customer Satisfaction Tracker - sia.homeoffice.gov.uk · The SIA commissioned IFF to conduct a...

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


• Links to employer, who then completes application, provides photo and

pays for their application on the individual’s behalf


• 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.


• 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)


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



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

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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)

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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


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




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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.”






Contacting the SIA


• 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."






Contacting the SIA


• 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”



The individual journey

Registering Logging in LinkingThe online application

Next stepsGoing to the post office

Licence decision


• 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.”






Licence decision


• 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.”



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.






Licence decision


• 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


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.”






Licence decision


• 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.”



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


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


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


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.


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.


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:

SIA Customer Satisfaction Tracker - sia.homeoffice.gov.uk · The SIA commissioned IFF to conduct a...

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Transcript of SIA Customer Satisfaction Tracker - sia.homeoffice.gov.uk · The SIA commissioned IFF to conduct a...