NHSBSA Overseas Health Services UK EHIC/UK GHIC Digital Application - key performance indicators

<h2>Dataset Description</h2>

<p>In compliance with&nbsp;<a href="https://www.gov.uk/service-manual/measuring-success/data-you-must-publish">Standard 10 of the Central Digital and Data Office (CCDO)</a>, this dataset provides performance data for the UK EHIC (United Kingdom European Health Insurance Card) and UK GHIC (United Kingdom Global Health Insurance Card) services.</p>
<p>The dataset includes information on Completion Rate and Digital Take-Up, specifically relating to the digital application process used by customers to submit their applications.</p>
<p>It offers a baseline view of operational and digital performance for Overseas Healthcare Services (OHS), focusing on comparisons between traditional processing routes and self-service digital solutions.</p>
<p>In addition, the dataset contains Customer Satisfaction Survey (CSAT) data, which relates to the full end-to-end service journey for the UK EHIC and UK GHIC services.
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<h2>Key Metrics</h2>
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  <li><strong>Total Transactions:</strong> The total number of submitted applications.</li>
  <li><strong>Completion Rate:</strong> The Google Analytics metric that shows the percentage of users who submitted the online application after starting it.</li>
  <li><strong>Digital Take-up:</strong> The percentage of submitted applications that were digitally created. Calculated as digitally submitted applications divided by total submitted applications from all channels.</li>
  <li><strong>Customer Satisfaction:</strong> Responses are scored from 1 to 10, with scores of 7–10 considered positive.</li>
<li><strong>Cost per transaction:</strong> Not Applicable (N/A).</li>
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<h2>Overview of Service</h2> 

<p>The Overseas Healthcare Services (OHS) team at the NHS Business Services Authority (NHSBSA) is responsible for the administration and delivery of UK European Health Insurance Cards (UK EHICs) and UK Global Health Insurance Cards (UK GHICs). These cards give UK residents access to medically necessary state-provided healthcare when travelling in the EU and certain other countries, on the same basis as a resident of that country.</p>
<h2>Dataset Details</h2>
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<p><strong>Total Transactions</strong>&nbsp;&ndash; NHSBSA Data Warehouse. <br /> <strong>Completion Rate</strong>&nbsp;&ndash; Google Analytics.<br /> <strong>Digital Take-Up</strong>&nbsp;&ndash; NHSBSA Data Warehouse. <br /> 
<strong>Customer Satisfaction</strong>&nbsp;&ndash; NHSBSA Customer Insight database. <br /><strong>Cost per transaction</strong>&nbsp;&ndash; N/A.<br /></p>
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     <p><strong>Total Transactions</strong>&nbsp;&ndash; Collected from transactions of the digital application form.<br />
<strong>Completion Rate</strong>&nbsp;&ndash; Data is derived from the completion of the digital journey through Google Analytics.<br /> <strong>Digital Take-Up</strong>&nbsp;&ndash; Collected from transactions of the digital application form.<br /> <strong>Customer Satisfaction</strong>&nbsp;&ndash; Data is derived from surveys of customers who have completed the digital application journey.<br />
<strong>Cost per Transaction</strong>&nbsp;&ndash; N/A.</p>
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       <p>The data will be reported on per month but published in quarterly instalments, e.g. FY 2025-2026 Q1.<br /> <strong>Total Transactions</strong>&nbsp;&ndash; From April 2023<br /> <strong>Completion Rate</strong>&nbsp;&ndash; From October 2024.<br /><strong>Digital Take-Up</strong>&nbsp;&ndash; From April 2023.<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; From April 2023.<br />
<strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A.
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        <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Geography</span>
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        <p>United Kingdom.</p>
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<p>Management Information – This is not an official statistic.</p>
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<h2>Caveats</h2>

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  <h3 class="nhsuk-u-font-size-32">Digital-Only Applications with Assisted Support</h3>
  <p>All UK EHIC and UK GHIC applications are processed digitally; there is no paper-based application option. However, a small proportion of applications are submitted via the NHSBSA contact centre, where agents assist citizens with accessibility needs by completing the digital application on their behalf.</p>

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  <h3 class="nhsuk-u-font-size-32">Google Analytics</h3>
  <p>Google Analytics data is only captured for users that accept all cookies when arriving on the NHSBSA website - it cannot collect data about a user's visit if they reject cookies. Therefore, the completion rate data will only be based on users who have accepted cookies and is a representative metric for completion rates.</p>

<p>Please note metrics could be influenced if a user accepts cookies part way through their journey.
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  <h3 class="nhsuk-u-font-size-32">Customer Satisfaction Survey</h3>
  <p>Participation is voluntary and limited to those who choose to engage.</p>
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  <h3 class="nhsuk-u-font-size-32">Note on Interpreting Satisfaction Percentages</h3>
  <p>Satisfaction percentages based on surveys with fewer than 250 responses may not reliably reflect the entire customer base or population. These results should therefore be interpreted with caution.</p>
 
<p>While statistical calculations can be used to determine the number of responses needed for representative results - taking into account factors such as the percentage value, total responses, and desired precision - using 250 responses as a threshold provides a clear and practical guideline. In most cases, this level of response is sufficient to produce results that are broadly representative.
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<h2>Enquiries</h2>
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    <p>If you have any queries regarding the data provided, or if you plan on publishing the data, please contact <a href="mailto:DataServicesSupport@nhsbsa.nhs.uk">DataServicesSupport@nhsbsa.nhs.uk</a> ensuring you quote the name of the dataset for reference. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
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<h2>Citing and Reusing This Data</h2>
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    <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Important information regarding reusing the data and copyright</span>
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    <p>If you plan on producing a press or broadcast story based upon the data, please contact <a href="mailto:communicationsteam@nhsbsa.nhs.uk">communicationsteam@nhsbsa.nhs.uk</a>. This is important to ensure that the figures are not misunderstood or misrepresented.</p>
    <p>The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and/or other applicable law. You may use the data freely, provided that you attribute the source.</p>
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<p>NHS Business Services Authority. "NHSBSA Overseas Health Services UK EHIC/UK GHIC Digital Application - key performance indicators.” NHS Business Services Authority Open Data. Accessed **[Date Accessed]**. URL: <a href=" https://opendata.nhsbsa.net/dataset/nhsbsa-overseas-health-services-ehic-ghic-digital-application-key-performance-indicators"> https://opendata.nhsbsa.net/dataset/nhsbsa-overseas-health-services-ehic-ghic-digital-application-key-performance-indicators</a></p>
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Tags: CDDO, Completion Rate, Digital Service, Digital Take-up, KPI, Service Performance, UK EHIC, UK GHIC
Organization: Digital Service Performance and Usage