On the 23^rd of March 2016, we updated the latest version of the Acceptable Evidence Guidance for ACE.  Since then, thanks to the responses we have received we have been able to make the following updates:

Additions to Existing Pages

• LRS/PLR have reinstated an Acceptable screenshot.
• International GCSE (IGCSE) have added an Acceptable certificate example.
• Ascentis have added an Acceptable new version of their certificate.
• EAL have added an Acceptable new version of their Learner History Report.
• NOCN have added an Acceptable online system screenshot.
• City & Guilds London Institute (CGLI) have added an Acceptable ILM Qualification Transcript.
• Pearson have added an Unacceptable Edexcel Online screenshot.
• Basic Information Amendments have added an example letter of DOB differences.

Thank you to everyone who has supported the update to this guidance. We plan to carry out quarterly updates of the guidance if there is a sufficient supply of new evidence suitable for inclusion. If you would like to submit an evidence example for consideration please contact the Support Team.

The Federation has two significant, key customers and these are the network of UK based Training Centres (Centres) who use our online Apprenticeship certification systems and the Certification Bodies (Bodies) who process Apprenticeship Certification claims, on our behalf.

During March 2016, we ran two online Customer Satisfaction surveys, one for each key customer type, giving them the opportunity to provide us with feedback on our performance and to rate their experience on a number of specific areas of our service provision.

Both surveys were open for a 6 week period and were well publicised on the ACE Website, via regular ACE notifications and an automated pop-up for Training Centres each time they logged into ACE to remind them to complete the survey.

We received an excellent response to both surveys with 853 respondents to the Training Centres Survey and 29 to the Certification Body one.  The number of responses to the Training Centres survey is 5% up on last year’s total.

Overall Customer Satisfaction Rates – with the Federation

Both surveys had a question relating to how the respondent rated the level of customer service and support that they received from the Federation. This was on a scale of Exceeded Expectations, Met Expectations, Somewhat Disappointed and Very Disappointed.

• The combined % for Exceeded and Met Expectations for the Training Centres was: 98%
  (Exceeded =  14%  & Met = 84%)
• The combined % for Exceeded and Met Expectations for the Certification Bodies was: 90%
  (Exceeded = 17%  & Met = 73%)

These results are similar to the results we received, for both Centres and Bodies, for the same question asked in the 2015 survey.

If you have any further questions in the meantime please do not hesitate to contact the ACE Support Team.