3. THE CORE ELEMENTS OF THE SLA a-c

a.  Documentation

All parties agree that the effective nature and consistent and effective use of the BSS Examination Checking Procedures (ECPs) and BSS Examination documentation is essential to satisfy the aim of consistent application of BSS requirements by examiners.

Measures of Success

The BSS Office will:

  • provide clear, concise, current BSS ECP's and supporting documentation
  • provide and maintain up-to-date, controlled, BSS ECP's and supporting documentation
  • provide simple examination documentation (web-forms and/or printed)
  • provide effective examiner technical support in respect of the ECP's

BSS Examiners will:

  • carry out consistent BSS Examinations in accordance with the BSS ECPs
  • provide clear and complete examination documentation to customers

BSS Examiner Bodies will, through involvement at BSSAC:

  • help develop, review and refine the ECPs

Joint Aspirations:

  • ensure high quality, consistent BSS Examinations
  • enhance the reputation and level of public confidence in the BSS

 

b.  Quality Assurance

All parties agree that it is essential that the BSS has effective quality assurance measures to help meet the goal of the consistent application of the BSS requirements.  Both the BSS Office and the BSS Examiner Bodies are committed to ensuring the delivery of consistently high quality BSS Examinations.

It is agreed that BSS quality assurance measures will generally be used to support and encourage examiners to achieve the highest levels of performance at all times.

Measures of Success

The BSS Office will:

  • monitor and report on the effectiveness of its activities and act on any need to improve BSS guidance, information, online improvement and presentation opportunities or examiner training, as identified
  • operate and maintain a robust Quality Management System (subject to periodic review through the BSS Advisory Committee)
  • apply quality assurance measures consistently and in accordance with the published BSS procedures
  • provide clear, concise, current BSS ECPs and supporting documentation
  • provide trained and competent quality assurance assessors
  • continuously review the effectiveness of examiner training
  • endorse and assist the Examiner Bodies in the provision of training

BSS Examiners will:

  • accept a continuous self-improvement role aimed at the consistent application of BSS ECPs
  • co-operate with quality assurance measures

BSS Examiner Bodies will:

  • encourage their members in respect of their individual continuous self-improvement role
  • through the BSS Advisory Committee, help develop, review and refine the BSS Quality Management System
  • through their communication processes, support and distribute to their members any relevant information for improving the consistency of examinations and customer service standards
  • offer support to members subject to specific quality assurance measures

Joint Aspirations:

  • ensure high quality, consistent BSS Examinations
  • enhance the reputation and level of public confidence in the BSS
  • continuously monitor the impact of the quality assurance procedures
  • through joint working, reduce risks
  • aim to make compliance easier, fostering a culture whereby an examiner can be encouraged to proactively use the BSS Examiner web-support facility or seek advice on examination procedures and requirements
  • aim to resolve queries, issues and complaints as near to the source as possible, only escalating where necessary
  • explore the opportunities for enhancing examiner self-improvement

c.  Customer Service

All parties agree that good customer service ensures 'customer' understanding, develops customer confidence and ensures customer expectations are met.  'Customers' can be any individual or group that is the 'intended ultimate beneficiary' of the service provided.

Good customer service from BSS Examiners to boat owners has many benefits but, for the purposes of the SLA, the primary importance is that it impacts upon the attitude of boaters to their specific examiner, examiners in general, the BSS in general, Navigation Authority regulations and ultimately on customer attitudes to safety.  Therefore good customer service is crucial in delivering boater respect for examiners, endorses the reasons behind the checks and fosters an enhanced safety awareness culture.

It is understood that in the context of this SLA, the Examiner is a customer of the BSS Office.

Measures of Success

The BSS Office will:

  • strive to deliver the following customer service performance standards:
  • review, maintain, develop and continuously improve the BSS Examiner web‑support facility
  • maintain technical telephone support for examiners between 8.30am and 5.00pm during the working week.
  • provide a voicemail message service 24 / 7.  Messages left on the voicemail messaging service will be acknowledged within a working day.
  • reply to e-mails within five working days (with the aim of same day turn-around, making allowance for weekends and Bank Holidays).
  • reply to postal enquiries within five working days.  If the solution requires involvement of third party or BSS committees, then the enquirer will be notified and will be updated with periodic progress reports.
  • acknowledge and/or answer general technical enquires within one working day and if no full answer is immediately available, provide guidance to enable any examination to be completed.  If the solution requires involvement of third party or BSS committees, then the enquirer will be notified and will be updated with periodic progress reports
  • provide and maintain an up-to-date knowledge-base of technical enquiries and associated actions.
  • meet online requests for BSS examination materials within four working days of receiving the request, with the aim of same day turn-around, making allowance for weekends and Bank Holidays.
  • publish technical updates/newsletters to examiners via the BSS Examiner web-support facility on a routine basis
  • action reports of dangerous boats within a working day
  • contact the examiners regarding specific quality assurance measures (field assessments, 'mystery shopper' examinations') within 14 days of receiving report from a field assessor / 'mystery shopper' contractor.
  • provide a clear route for examiners to complain about any failure of the BSS Office to deliver examiner service standards

In addition, BSS Office will:

  • deliver a professional service in an open, considerate and respectful way
  • actively support any agreed customer service protocols for examiners, promoted by Examiner Bodies

BSS Examiners will:

  • practice good customer service standards with boat owners in all written, verbal and face-to-face dealings
  • in the event where a technical enquiry cannot be immediately answered by the BSS Office, provide as much detail as possible to the boat owner together with an anticipated timescale / appropriate answer, as guided by the BSS Office

BSS Examiner Bodies will:

  • promote the importance of good customer service standards

Joint Aspirations:

  • deliver customer service standards that engender a culture of compliant boats and encourages positive boater attitudes and behaviours
  • provide an accessible, open, considerate, respectful, timely and professional service
  • provide a clear explanation of the requirements
  • ensure the delivery of decisions that are proportionate, appropriate, fair and shared by all
  • provide an environment without fear of retribution when decisions are challenged
  • provide clear guidance on how concerns can be elevated to the next level

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