Dataset Description

In compliance with Standard 10 of the Central Digital and Data Office (CCDO), 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.

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.

Service Overview

More information about the full end to end service can be found here- (https://www.gov.uk/government/publications/immigration-health-surcharge-applying-for-a-refund/immigration-health-surcharge-guidance-for-reimbursement-2020).

Data Source

Total Transactions – Excel doc for manual applications and Microsoft Dynamics 365 for digital applications.
Digital Take-Up – Microsoft Dynamics 365.
Customer Satisfaction – NHSBSA Customer Insight database.
Completion Rate – Google Analytics.
Cost Per Transaction – N/A.

Data Collection

Digital Take-Up – Collected from transactions via the digital application form.
Customer Satisfaction – Data is derived from CSAT surveys which are sent 2 months after an application has been completed.
Completion Rate – Data is derived from the completion of the digital journey through Google Analytics.
Cost Per Transaction – N/A.

Time Period

The data will be reported on per Month but published in quarterly instalments, e.g. FY 2023-2024 Q1.
Digital Take-Up – From April 2022.
Customer Satisfaction – From April 2022.
Completion Rate – From September 2023.
Cost Per Transaction – N/A.

Geography

United Kingdom.

Caveats

Cost Per Transaction - 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.

Google Analytics - 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.

Customer Satisfaction Survey - 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.

Citation

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: https://opendata.nhsbsa.net/dataset/immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data