The Federation has recently conducted a survey of the service provided by Certification Bodies when processing Apprenticeship Certification claims. Click to download the Summary report. It will help us all develop the service continuously based on what our customers want.
The response rate was around 30% of all ACE users, this 30% were responsible for over 50% of certifications in the past year. Thank you to everyone that took the time to respond, your views are valued in the continuous improvement of the service.
The results were positive with overall ‘Good’ and ‘Excellent’ scores. However even with these high scores there were some issues identified for improvement with some Certification Bodies:
• Slow response to email / phone calls
• Slow dispatch of printed certificates
• Inconsistency in rejection reasons
• Capture of all rejection reasons
Respondents also felt that some Certification Bodies were slow at processing claims, although on further investigation all are well within the 10 working day service agreement (as recorded by ACE).
The results of this survey feed directly into our audit process for individual Certification Bodies, and where required specific corrective actions will be put into place by the end of March 2014.
Thanks again for your support.