The Central Accounting Unit Customer Survey 2000
The Results
This document was created in July 2001
General Context
1) HOW MANY YEARS HAVE YOU BEEN DEALING WITH CAU?
Figure 1
The majority of respondents have been using the services of CAU for between 6 and 10 years.
2) HOW FREQUENT DO YOU CONSIDER YOUR DEALINGS ARE WITH CAU?
Figure 2
The majority of respondents state that their dealings with CAU are frequent.
3) COMPARED WITH 3 YEARS AGO, HOW WOULD YOU DESCRIBE THE SERVICE CURRENTLY PROVIDED BY CAU?
Figure 3
70% believe that compared to three years ago CAU rates better, whilst 16% believe that the service provided rates much better.
COMMENTS MADE
I feel over the years that a good working relationship has been built up between the two offices which I hope has aided both sides. In my opinion, over the last five years the units level of service has improved significantly.
I have noted improvements in the speed of response from CAU in particular dealing with/returning cheques
I still do not understand why we need the service at all. We have bonds to protect the public and the 15% levy is a direct tax on the creditors of cases with funds to pay for the administration of cases with no funds exactly the sort of practice the DTI in theory deplores.
That aside the actual service is now improved and does seem to work.
Generally we are very satisfied with the service provided.
At times there appears to be computer systems failure which affects our business.
I have only general comments to make; the bureaucratic issue; I would find it easier to have one main contact who would sort out problem issues, rather than having to deal with the different depts, although I have found that all of the depts are very helpful.
We have to meet deadlines at the end of each month and on some occasions our cheques are not returned on time.
Overall the service offered by the CAU has improved and is very satisfactory.
I dont think there is a particularly poor performance from CAU on any aspect of the criteria. However, everything does have to be confirmed in writing, or requests made in writing, which slows things down.
Without any doubt the CAU has improved its service to IPs over the last few years and is now more approachable and less bureaucratic than in the past. No doubt in time it will be possible to extend your functions into E-technology.
Accuracy and reliability are hugely important in relation to ISA statements of account. Where accounts do not reconcile, a great deal of time can be expended in identifying incorrect postings and writing to you to correct them. Thankfully, this is an area where I am now encountering only occasional problems.
With electronic banking, we can review bank accounts etc. Are there any plans for IPs to have access to view the ISA accounts. This must be very cost effective i.e. Fewer phone calls/staff dealing with mundane requests for statements could be made automatically.
I think we regard the CAU as pretty good. I like the website
information. What I would like to see is some comments on problem situations where monies are of third party nature etc.
Generally an efficient service.
The service provided is now vastly improved and continues to get better.
From my personal experiences the CAU performs to a very satisfactory level. Staff are always willing to assist and are friendly and polite at all times.
We have experienced difficulties in getting corrections to the Official Receivers receipts and payments . LOLA doesnt seem able to cope. We find the lack of information available in respect of treasury bonds unacceptable. Also, the methods used to charge fees and credit interest seems very complicated.
As a cashier I have been dealing with the CAU for 8 years, in the last few years since the new system has been in place the service has improved tremendously, I always find the staff very helpful and friendly, and the turnround and cheques is now very quick.
On the whole, considering the workload, we feel that the CAU deals more than adequately and there are few areas that require improvement.
The standard of the operation of the CAU has improved considerably especially the last few years. However for my own point of view a CAU is unnecessary and estate moneys could be dealt with through one of the clearing banks, placing money on deposit would also cause no particular problems.
I am looking forward to on line viewing of cases. I am concerned about passwords issued per IP. Since IPs move offices and firms so I can imagine passwords becoming well known or the opposite, not used at all. In a world of passwords/pin nos security should be high and for the use of one person. We could end up with the same difficulties as we have when requesting cheques and they are sent to the address at another office.
Generally no problems. The unit seems to be running very well.
Always find staff at ISA very helpful over telephone queries. Service has overall much improved over the last few years.
The standard has increased considerably but is still not at a level to reach a high percentage of customer satisfaction. The main problems seem to arise in account reconciliations. The IP needs to be informed that their requests have been actioned accordingly. This doesnt seem to be the case, and therefore more phonecalls are having to be made. The interest bearing 6 monthly statements should also show how much monies are held on the interest account and the fee deducted from the interest credited.
I think overall, the service has greatly improved, since I first dealt with it at the end of the 1980s.
I find the service efficient and friendly.
I find the staff very helpful and friendly most of the time and it helps greatly being able to phone direct to the various sections of the CAU and contacting people with whom you have built up a rapport.
Although I have made quite a few comments above, the service you provide is very good. The staff are always extremely helpful and polite over the telephone.
Only two respondents reported the service as much worse or worse. Neither expanded on why they found the current service provided by CAU as unimproved but both had concerns regarding other aspects of CAU, which will be addressed in the relevant sections of this report.
4) HOW MANY INSOLVENCY CASES IS YOUR FIRM, AS A WHOLE, CURRENTLY DEALING WITH?
Unfortunately we were unable to summarise the results of this question as some respondents interpreted the question to mean just their office and others the number of insolvencies their firm deals with nationally. Therefore the results were not reliable and cannot be analysed.
5) WHAT PERCENTAGE (APPROXIMATELY) OF YOUR INSOLVENCY WORK IS BANKRUPTCY, COMPULSORY, VOLUNTARY OR OTHER?
See 4) above.
Customer Survey Contents
[INTRODUCTION] [GENERAL CONTEXT] [PERFORMANCE CRITERIA] [CAU FUNCTIONS] [SATISFACTION WITH STANDARD FORMS] [EXCHANGE VISITS] [BI-ANNUAL STATEMENTS] [IMPROVED SERVICES] [COMPLAINTS (& Complaints Procedure)] [GENERAL COMMENTS] [ANNEX A – Action Plan]
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