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					Draft Interview

Ref: Seafarers’ Certification Telephone Interview

V: 3

Date:

21.01.05

Customers will be contacted in advance and a telephone appointment made to conduct these interviews

Introduction Hello, my name is __________ and I am calling from Amey PMG on behalf of the MCA to conduct the telephone interview. An appointment was made to contact you at this time.    Can I check that it is convenient to conduct this interview now? Are you ok to continue talking on this extension? Can I just check that you are clear about the purpose of the exercise – we’ve been asked to conduct a piece of research to establish what works well and not so well with regards to the issue of CEC Certificates (NB data on the NOE and COC process is being collected elsewhere). To do this we are conducting a series of investigative interviews. This will help to inform the MCA on whether they could make any improvements to the service they provide. I should also point out that what you say is confidential, only aggregated data from the interviews will be fed back to the MCA. The interviews are semi structured. We are interested to hear your views rather than present you with a series of statements to provide ratings on. As such, depending on what you have to say, the interview could take 15-40 minutes. Are you ok with that? Is everything clear?

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Draft Interview

Ref: Seafarers’ Certification Telephone Interview

V: 3

Date:

21.01.05

A. Before we start, can you tell me in what capacity you deal with the MCA?  What is your role in relation to the CEC application process (involved throughout/ just part of the process)?  Approximately how often do you have contact with the MCA (re CECs/ generally)?  And approximately how many new CEC applications has your company submitted within the last 6 months? Thank you. What I’d like to do now is start at the beginning of the application process and work through each stage to get your feedback. We’re particularly interested in what works well/ not so well and in what ways you think the MCA could help improve the process. 1. Let’s start with the initial request or need for a CEC?    How are needs for CECs identified within your organisation and how does the request/ need materialise? What initial help do those requiring a CEC usually need/ ask for? Are there any difficulties at this stage (for you/ in relation to the MCA)? Is there anything that the MCA could do at this stage to help improve the process?

2. What about obtaining application forms?       How does this work in practice – do you/ applicants get them? Where do you get them from? Do you ever obtain forms from the MCA website … how easy/ difficult do you find this? Do you/ the applicants have any difficulties obtaining forms? Is there anything that the MCA could do at this stage to help improve the process? Can you give me an approximate timeframe from time taken to identify a need for a CEC and then to get hold of an application form?

3. How about completing the application forms?    How easy do your applicants find completing the forms – what difficulties do you encounter at your end? Do you have many queries to raise with the MCA – are there regular issues? Do you ever look for information on the MCA website to help complete CEC application forms? How easy is the site to navigate? Have you seen the CEC FAQ on the MCA website – how useful do you find it? Are you able to find all the information that you need online (eg MGN 221, MIN 163)? What else could be provided? Do you ever raise queries about completing the application forms by telephone – what are your experiences – what number do you call (+44 (0) 2380 329254)/ quality/availability of advice / politeness and courtesy of staff etc? Do you ever raise queries about completing the application forms in writing (letter/fax/email) – approximately how often? What are your experiences – quality/availability of advice etc? Do you get replies within 10 days?

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2

Draft Interview

Ref: Seafarers’ Certification Telephone Interview

V: 3

Date:

21.01.05

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Is there anything that the MCA could do to help improve the process of completing the application forms, including the provision of advice?

4. How about the submission of application forms?  How do you submit your applications? (prompt as necessary - direct to the Seafarer Training and Certification Branch/ manning agent/ other). Are there any difficulties at this stage? Are your applications sent from within the UK/overseas/both? Are there any difficulties with this? Do you ever ask for Confirmation of Receipt of Applications (CRAs) – what are your experiences? On average, how long does it take to receive them following submission? How about the ability to track applications – do you contact the MCA at all? What are your experiences (by phone/ in writing/ online)? Do you know what the current service standard is for processing a new application (28 days)? Do you have any comments on this – please explain/ any practical implications? Have you ever had to make an emergency crew change at short notice? If yes – how do you rate the MCA’s ability to respond? What is your overall perception of the processing of CECs – is there anything that the MCA could do to help improve? Are you able to comment on how the MCA’s service compares to other flag state endorsements – if yes, which ones/ reason for comments?

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5. How about the actual CEC documentation?    How do you feel about the actual CEC documentation that is provided? Since September 2004, the MCA has been couriering full CECs overseas at not additional charge – has this applied to you/ has this helped to improve the service? Do you have any comments/ suggestions for improvement to the documentation?

6. Overall Customer Service  I’d like to ask you now about the general standard of customer service provided by the MCA - how would you rate the overall standard of service – the process/ ability to deal with queries/ information available etc? What do you like most about the service – have there been any instances where CEC staff have been particularly helpful? What would you most like to see change/improve?

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7. Finally …  Do you have any other relevant comments about the CEC certification service? Thank you for completing this interview

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posted:11/28/2009
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