The work of the Registration Service in Scotland is regulated and monitored by the General Registration Office for Scotland (GROS). Every registration office is examined on an annual basis and statistics on their performances are collated and issued by the GROS. The latest statistics available relate to information gathered during 2008.
Enhanced Performance Indicators
In previous years, the GROS enhanced performance indicators have focused mainly on measures of accuracy and efficiency. However, in response to concerns on the way in which some information is gathered, the GROS has only issued performance information on accuracy this year. The West Dunbartonshire Registration Service performance on accuracy has improved during 2008; an increase of 0.4% from 2007 to 2008, resulting in 97.5% of all registration events being recorded without corrections.
Analysis of Customer Surveys
In 2009, a customer survey was issued to 300 customers of the Registration Service to ascertain their views on the performance of the Registration Service. From the total of 300 issued, 104 questionnaires were returned; this equated to an overall return rate of 35%.
In terms of the overall level of service provided: 98% of respondents indicated that they thought that the service provided was excellent; this represents a 3% improvement on last year’s survey. In terms of courtesy, helpfulness, fairness and sensitivity, 100% of our customers indicated that the service provided was either excellent or very good (scored 4 or 5); this represents a 1% improvement on last year’s figures.
In terms of waiting times, only 5% of our customers had to wait more than 5 minutes to be served; this represents a 3% reduction on last year’s results. However, 98% of customers surveyed thought that the waiting times were very reasonable (scored 5 on the survey) and the other 2% thought the waiting times were reasonable (scored 4 on the survey).
Click here to access a full copy of the analysis.
Charter Mark Accreditation – Review Visit 2009
The Registration Service was reviewed in June 2009 and received notification that it had demonstrated ongoing compliance with the Charter Mark Standard. In addition, there were 3 areas of partial non-compliance remaining from the initial accreditation visit in 2008, all of which were successfully closed at the review. As a result the Service will not be subject to a further review until its three year accreditation expires in 2011.
