Improvement Action Plans

Driving Improvement - a new approach

CCEA has reviewed its processes for checking on service delivery and addressing the issues or gaps identified.

Over the last number of years CCEA has moved from a single annual customer survey to a 12 month rolling programme of on-going customer research and evaluation.

As a result improvement action plans are now developed at individual service level.

2012/13: Customer Survey

During the spring term, via an online survey, we asked teachers for their views and experiences of CCEA's services and its staff.

Thank you to all of those teachers who took the time to provide their feedback. This information is vital to help us improve in everything that we do.

While the responses were positive, we recognise that teachers are very busy and time is precious. We're currently reviewing how we gather this important information - so look out for changes to this process in the months ahead.

2011/12: Customer Survey

To show our commitment to improving customer service, we recently carried out our eleventh annual Customer Survey.

By carrying out this research it has helped us identify areas where we are falling below or indeed exceeding the levels you expect across Primary and Post-Primary areas.

Thank you to the Principals, Heads of Department, Examination Officers, Teachers and Directors who took the time to complete the questionnaire indicating their satisfaction across a wide variety of areas and how important each area is to their centre.

We are happy to say that generally satisfaction levels are extremely high, with both primary and post primary general satisfaction levels reaching over 90 percent each, but we know there is always room for improvement.

From the survey results we identified a number of areas for improvement. An Improvement Action Plan has been created outlining changes which have already taken place and continuous improvements to be made.

Improvement Action Plan 11-12
62 KB - uploaded 21-02-2014

Improvement Action Plan biannual review 11-12 *
88 KB - uploaded 21-02-2014

If you have a query concerning the 2011 Customer Survey, please contact Joanne Schofield, Marketing and Communications Executive on Tel: (028) 9026 1200 ext: 2441 or email: jschofield@ccea.org.uk

* We are committed to ensuring that all areas for improvement addressed in the Improvement Action Plan are made and, where possible, on time. Actions are reviewed quarterly and the revised plan is uploaded biannually.

2008: Customer Survey

As part of its commitment to improving customer service, CCEA has carried out our tenth annual Customer Survey.

This research allows us to identify if there are service areas where we are falling below or indeed exceeding the levels you expect across Primary, Post-Primary and FE areas.

Principals, Heads of Department, Examination Officers and Directors are asked to complete a questionnaire indicating satisfaction across a wide variety of areas and how important each area is to their centre.

We are happy to say that generally satisfaction levels are extremely high but we know there is always room for improvement. From the survey results we identified a number of areas for improvement. An Improvement Action Plan has been created outlining changes which have already taken place and continuous improvements to be made.

Click on the following links for details:

Primary Results
29 KB - uploaded 21-02-2014

Post Primary Results
28 KB - uploaded 21-02-2014

Improvement Action Plan 08-09
56 KB - uploaded 21-02-2014

If you have a query concerning the 2008 Customer Survey, please contact Joanne Schofield, Marketing and Communications Executive on Tel: (028) 9026 1200 Ext: 2441 or email: jschofield@ccea.org.uk

2007: Customer Survey

As part of its commitment to improving customer service, CCEA has carried out our ninth annual Customer Survey.

This research allows us to identify if there are service areas where we are falling below or indeed exceeding the levels you expect across Primary, Post-Primary and FE areas.

Principals, Heads of Department, Examination Officers and Directors are asked to complete a questionnaire indicating satisfaction across a wide variety of areas and how important each area is to their centre.

We are happy to say that generally satisfaction levels are extremely high but we know there is always room for improvement. From the survey results we identified a number of ‘areas for improvement’. An Improvement Action Plan has been created which outlines the changes we intend to make throughout 2008 and 2009.

Primary Results
33 KB - uploaded 21-02-2014

Post Primary Results
31 KB - uploaded 21-02-2014

FE Results
34 KB - uploaded 21-02-2014

Improvement Action Plan 08-09
33 KB - uploaded 21-02-2014

Comments, Suggestions or Complaints to …
We know that there is always room for improvement so if you have any comments, suggestions or complaints in relation to the service we provide please contact Joanne Schofield, Executive Officer on (028) 9026 1200 Ext 2441 or Sarah Morrow, Business Assurance Executive Officer on (028) 9026 1200 ext. 2264.

2006: Customer Survey... Moving Forward

As part of its commitment to improving customer service, CCEA has carried out our eighth annual Customer Survey.

This research allows us to identify if there are service areas where we are falling below or indeed exceeding the levels you expect across Primary, Post-Primary and FE areas.

Each year, Principals and Directors are asked to complete a questionnaire indicating satisfaction across a wide variety of areas and how important each area is to their centre. This year we decided to broaden our target audience, to include Examination Officers and Heads of Department so increasing our response rate.

We are happy to say that generally satisfaction levels are extremely high but we know there is always room for improvement. From the survey results we identified a number of ‘areas for improvement’. An Improvement Action Plan has been created which outlines the changes we intend to make throughout 2007 and 2008.

Primary Results
33 KB - uploaded 21-02-2014

Post Primary Results
32 KB - uploaded 21-02-2014

FE Results
32 KB - uploaded 21-02-2014

Improvement Action Plan 07-08
59 KB - uploaded 21-02-2014

2005: Customer Survey ...room for improvement

As part of its commitment to improving customer service CCEA has carried out our seventh annual Customer Survey.

This research allows us to identify if there are service areas where we are falling below or indeed exceeding the levels you expect.

Each year Principals and Directors are asked to complete a questionnaire indicating satisfaction across a wide variety of areas and how important each area is to their centre.

This means that we can improve best the areas which matter most to our customers!

We’re happy to say that generally satisfaction levels are extremely high but we know there is always room for improvement. From the survey results we identify a number of improvement actions which will be implemented and monitored throughout 2006/07

Primary Improvement Action Plan 06-07
18 KB - uploaded 21-02-2014

Primary Results
30 KB - uploaded 21-02-2014

Post-Primary Improvement Action Plan 06-07
18 KB - uploaded 21-02-2014

Post Primary Results
35 KB - uploaded 21-02-2014

F&HE Improvement Action Plan 06-07
15 KB - uploaded 21-02-2014

2004: Customer Survey ...you said it

As part of our commitment to improving service we carried out our sixth Customer Survey earlier this year.

From the results of the questionnaire and the detailed feedback provided at the focus groups we have identified a number of key areas for improvement.

Thank you for taking the time to help us improve our service to you.

Primary Improvement Action Plan 05-06
16 KB - uploaded 21-02-2014

Feedback letter to Primary Schools
36 KB - uploaded 21-02-2014

Post-Primary Improvement Action Plan 05-06
18 KB - uploaded 21-02-2014

Feedback letter to Post-Primary Schools
37 KB - uploaded 21-02-2014

F & HE Improvement Action Plan 05-06
37 KB - uploaded 21-02-2014

Feedback letter to F&HE centres
14 KB - uploaded 21-02-2014