Maintaining the Quality of and Access to the Register

Area of work

87% of changes of details were big bear and the hunter received via online portal.
In excess of 31,000 administrative changes were made to the Register.
80% of online changes of details requests were processed within three days.
eBulletin was redesigned to include a new feature to encourage architects to update their details.
Development work was undertaken to improve automated processes.

98% registration applications via the UK and EU routes combined, were received via the online system.
Time taken to process applications has remained the same for UK applications and has reduced by one day for EU applications.
Where possible, we sought feedback from registrants about their experiences using our online services. 99% of those surveyed indicated they were satisfied (96% in 2014) with the functionality of the online registration system, of which 55% were extremely satisfied.

The following improvements were made to the 2016 retention fee collection process:

A text reminder service for registrants which prompted 300 payments within the first 60 minutes.
A diary reminder tool for registrants.
A designated retention fee email sender account to reduce the risk of messages ending up in spam folders.
An email including 10 top tips to help registrants remember to pay in time.
Telephone training for all staff in dealing with challenging calls.

Not delivered. Due to the on-going Periodic Review this area of work continues to remain on hold.

Stakeholder feedback continued to be collected in preparation for the Review.
Stakeholders were kept informed of the progress of the Periodic Review and the impact that this was having on our ability to commence the review of routes to registration. The press was monitored for research and analysis which may inform thinking on this project when it commences.