Baby Loss Certificate – 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 the performance data for the Baby Loss Certificate (BLC) Service.</p>
<p>This dataset comprises information on Completion Rate and Digital Take-Up which relates specifically to the digital application process which customers use to submit their applications.</p>
<p>The dataset also includes the Customer Satisfaction Survey (CSAT) data which is relates to the full end-to-end service journey for BLC.<br /></p>
<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><a href="https://www.gov.uk/request-baby-loss-certificate">Request a baby loss certificate - GOV.UK</a><br /> <br>
<em>The Baby Loss Certificate service was introduced in England by the Department for Health and Social Care on 22 February 2024 to provide comfort and recognition to parents who experience a loss before 24 weeks of pregnancy. Initially the service provided certificates for losses that happened on or after September 2018. On 9 October 2024 the service was extended to all losses before 24 weeks of pregnancy, or 28 weeks if the loss happened before 1 October 1992.</em></p>

<h2>Dataset Details</h2>
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<p><strong>Total Transactions</strong>&nbsp;&ndash; Export of data from BLC application. <br /> <strong>Completion Rate</strong>&nbsp;&ndash; Google Analytics.<br /> <strong>Digital Take-Up</strong>&nbsp;&ndash; Export of data from BLC application. <br />
<strong>Customer Satisfaction</strong>&nbsp;&ndash; NHSBSA Customer Insight database.<br />
<strong>Cost per transaction</strong>&nbsp;&ndash; Not Applicable (N/A).<br /></p>
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     <p><strong>Completion Rate</strong>&nbsp;&ndash; Data is derived from the completion of the digital journey through Google Analytics - but please note that this does not include the journey of any second parent, if added to the certificate.<br /> <strong>Digital Take-Up</strong>&nbsp;&ndash; Collected from transactions via the BLC application.<br /> <strong>Customer Satisfaction</strong>&nbsp;&ndash; The data is collected from CSAT survey responses submitted by individuals who scan the QR code included in the carriage letter accompanying a certificate.</p>
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       <p>The data will be reported on per month but published in quarterly instalments, e.g. FY 2024-2025 Q2.<br /> <strong>Total Transactions</strong>&nbsp;&ndash; From July 2024<br /> <strong>Completion Rate</strong>&nbsp;&ndash; From September 2024.<br /><strong>Digital Take-Up</strong>&nbsp;&ndash; From July 2024.<br /> <strong>Customer Satisfaction</strong>&nbsp;&ndash; From July 2024.
<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>England.</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">Cost Per Transaction</h3>
  <p>The service is currently not in a position to publish the cost per transaction metric for CDDO, as it has not yet reached a stable or normalised operating period. The dataset will be updated with the final metric in due course, and we will provide updates as they become available.</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 GOV.UK 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>The data for the CSAT survey is based on responses from individuals who scanned the QR code included in the carriage letter accompanying the certificate or those who opted during the online journey to receive the CSAT survey link via email. 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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    <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. "Baby Loss Certificate – key performance indicators.” NHS Business Services Authority Open Data. Accessed **[Date Accessed]**. URL: <a href=" https://opendata.nhsbsa.net/dataset/baby-loss-certificate-key-performance-indicators"> https://opendata.nhsbsa.net/dataset/baby-loss-certificate-key-performance-indicators</a></p>
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Tags: BABY LOSS, CDDO, COMPLETION RATE, Data.Gov.uk, Digital Service, Digital Take-up, KPI, PREGNANCY LOSS, SERVICE PERFORMANCE
Organization: Digital Service Performance and Usage