Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators

##Dataset Description 

In compliance with [Standard 10 of the Central Digital and Data Office (CCDO)]( https://www.gov.uk/service-manual/measuring-success/data-you-must-publish), this dataset provides the performance data for the Immigration Health Surcharge - 'Health and Care’ Service.    

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.  

The dataset also includes the Customer Satisfaction Survey data which is relates to the full end-to-end service journey for IHS reimbursement scheme Health & Social Care.  

To see the IHS performance data for 'Students', please go to the [Immigration Health Surcharge (IHS) ‘Students’ reimbursement scheme performance data.]( https://opendata.nhsbsa.net/dataset/immigration-health-surcharge-ihs-students-reimbursement-scheme-performance-data)  


**Total Transactions** – The total number of submitted applications.  
**Digital Take-Up** – Number of ‘digital’ transactions divided by Total Transactions from all channels.  
**Customer Satisfaction** – Based on responses from Customer Satisfaction Surveys with responses from 1-10. Responses between 7-10 are considered satisfied.  
**Completion Rate** – Calculated Percentage of Digital Applications ‘Completed’ over Digital Applications ‘Started’.  
**Cost Per Transaction** – N/A.    

<h2>Overview of Service</h2>
<p>More information about the full end to end service can be found at <a href="https://www.gov.uk/government/publications/immigration-health-surcharge-applying-for-a-refund/immigration-health-surcharge-guidance-for-reimbursement-2020" target="_blank" rel="nofollow noopener">https://www.gov.uk/government/publications/immigration-health-surcharge-applying-for-a-refund/immigration-health-surcharge-guidance-for-reimbursement-2020</a>.</p>

<h2>Dataset Details</h2>
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<p><strong>Total Transactions</strong>&nbsp;&ndash; Excel doc for manual applications and Microsoft Dynamics 365 for digital applications.<br /><strong>Digital Take-Up</strong>&nbsp;&ndash; Microsoft Dynamics 365.<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; NHSBSA Customer Insight database.<br /><strong>Completion Rate</strong>&nbsp;&ndash; Google Analytics.<br /><strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A.</p>
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       <p><strong>Digital Take-Up</strong>&nbsp;&ndash; Collected from transactions via the digital application form.<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; Data is derived from CSAT surveys which are sent 2 months after an application has been completed.<br /><strong>Completion Rate</strong>&nbsp;&ndash; Data is derived from the completion of the digital journey through Google Analytics.<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 2023-2024 Q1.<br /><strong>Digital Take-Up</strong>&nbsp;&ndash; From April 2022.<br /><strong>Customer Satisfaction</strong>&nbsp;&ndash; From April 2022.<br /><strong>Completion Rate</strong>&nbsp;&ndash; From September 2023.<br /><strong>Cost Per Transaction</strong>&nbsp;&ndash; N/A.</p>
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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">Cost Per Transaction</h3>
  <p>The service is currently not in a position to publish the cost per transaction metric. We are analysing the data to ensure that we are confident about the data that is published. We aim to update this dataset with the final metric in due course, we will provide updates when 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 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.</p>
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  <h3 class="nhsuk-u-font-size-32">Customer Satisfaction Survey</h3>
  <p>The customer satisfaction survey covers the service from the customer completing the digital application through to the initiation of the payment. We utilise a question which relates specifically to the NHSBSA service but this is impacted if the customer has not received their reimbursement in a timely manner which is not within the NHSBSA’s control.</p>
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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. "Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators.” NHS Business Services Authority Open Data. Accessed **[Date Accessed]**. URL: <a href="https://opendata.nhsbsa.net/dataset/immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data">https://opendata.nhsbsa.net/dataset/immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data</a></p>
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Tags: CDDO, Cost per transaction, Data.Gov.uk, Digital Service, Digital Take-up, IHS, Immigration Health Surcharge, KPI, Service Performance, User Satisfaction, completion rate
Organization: Digital Service Performance and Usage