Quality of and access to the Register

Objective – Maintain the quality of and access to the Register

Objective

Improve the accuracy of the Register by improving the timescales for updating information (two-year project)

Delivery against objective

  • Delivered
  • 60% of change of detail requests were received through the online tool.
  • 90% of change of detail requests were processed within three days.

Objectives

Promote further use of online registration forms (two-year project)

Delivery against objective

  • Delivered
  • The percentages of applicants who applied via the online forms in 2013 were as follows:
  • UK Route: 86%
  • EU Route: 85%
  • Reinstatement: 75%
  • Readmission: 96%.

Objectives

Consider the implications, both legal and practical, of amendments to the Professional Qualifications Directive (PQD)

Delivery against objective

  • On target
  • The European authorities took longer than anticipated to approve the final revisions to the Qualifications Directive. The final version of the revised Directive was published by the Commission on 28 December 2013, and entered into force on 18 January 2014. The final deadline for transposition is 18 January 2016.
  • Key stakeholders were kept fully up to date through liaison meetings and staff presentations.
  • We developed internal work streams to consider the revised Directive text and to analyse the implications that the changes to the text will have on our policies and procedures. We provided advice to the UK Government on the proposed Directive requirements, as well as inputting into European forums regarding the likely impact of some of the revisions.

Objectives

Provide an efficient and effective service to all enquirers

Delivery against objective

  • Delivered
  • Feedback was sought from all new applicants and those rejoining the Register about the service they had received. This feedback was very useful and as a result system functionality was amended where appropriate.
  • During the 2013 fee collection, extended opening hours were introduced to ensure an efficient and flexible service. This approach was further extended during the 2014 collection period.
  • The popularity of online chat continued to increase steadily from around 5 enquiries per week to a maximum of around 70 during the retention period. The ‘pop-up’ was amended to focus on the areas where online chat offers the best solution to queries.
  • Video-based guidance was added to YouTube. As at the end of 2013, the examination videos (launched early 2013) had been viewed a total of 3630 times, and the returning to the Register videos (launched December 2013) had been viewed 45 times.
  • Enhanced communications through social media such as Twitter and Facebook were piloted and then fully introduced.

Objectives

Implement a review of the effectiveness of the new retention fee

Delivery against objective

  • Delivered
  • A review of the process was undertaken and reported to the Board.
  • Due to streamlined online and back office systems, we were able to extend the 2014 fee deadline from mid-December to the end of December 2013.
  • Removals in 2013 increased despite increased communications to alert architects to the payment deadline. On average, it took 6 days to process applications to rejoin the Register, which reflects a small increase driven by the number of applicants.
  • Enhanced access to our services during this period was provided by extending opening hours.

Objectives

Undertake a review of the implementation of the prescribed examination process

Delivery against objective

  • Delivered
  • A review of the implementation process of the prescribed exam was undertaken and reported to the Board.
  • Further guidance was introduced for candidates.
  • Examiners undertook training to further develop consistency and standards.