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Data Services Support updated the dataset Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators
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{'id': 'f5dffb58-4e89-48a5-80f3-e6fec2884ad5', 'timestamp': '2026-03-18T11:23:04.262137', 'user_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c', 'object_id': '15fc45bf-5ae9-4700-9331-aaaaba771ff3', 'activity_type': 'changed issue', 'data': {'__extras': {'author_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c'}, 'comment': 'KN UAT Testing - will be deleted ASAP', 'user_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c', 'issue_id': 11917, 'issue_number': 2, 'comment_id': 175, 'package': {'author': 'NHSBSA Data Services support team', 'author_email': 'DataServicesSupport@nhsbsa.nhs.uk', 'creator_user_id': 'e9b706be-ee4e-4dc5-b915-6beb8290cb40', 'id': '15fc45bf-5ae9-4700-9331-aaaaba771ff3', 'isopen': True, 'license_id': 'OGL-UK-3.0', 'license_title': 'Open Government Licence 3.0 (United Kingdom)', 'license_url': 'https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/', 'maintainer': None, 'maintainer_email': None, 'metadata_created': '2024-07-09T06:43:39.676360', 'metadata_modified': '2025-11-18T08:55:59.351941', 'name': 'immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data', 'notes': '##Dataset Description \r\n\r\nIn 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. \r\n\r\nThis 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. \r\n\r\nThe 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. \r\n\r\nTo 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) \r\n\r\n\r\n**Total Transactions** – The total number of submitted applications. \r\n**Digital Take-Up** – Number of ‘digital’ transactions divided by Total Transactions from all channels. \r\n**Customer Satisfaction** – Based on responses from Customer Satisfaction Surveys with responses from 1-10. Responses between 7-10 are considered satisfied. \r\n**Completion Rate** – Calculated Percentage of Digital Applications ‘Completed’ over Digital Applications ‘Started’. \r\n**Cost Per Transaction** – N/A. \r\n\r\n<h2>Overview of Service</h2>\r\n<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>\r\n\r\n<h2>Dataset Details</h2>\r\n<!-- Expander 1 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Source</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<p><strong>Total Transactions</strong> – Excel doc for manual applications and Microsoft Dynamics 365 for digital applications.<br /><strong>Digital Take-Up</strong> – Microsoft Dynamics 365.<br /><strong>Customer Satisfaction</strong> – NHSBSA Customer Insight database.<br /><strong>Completion Rate</strong> – Google Analytics.<br /><strong>Cost Per Transaction</strong> – N/A.</p>\r\n</div>\r\n</details>\r\n\r\n<!-- Expander 2 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Collection</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <p><strong>Digital Take-Up</strong> – Collected from transactions via the digital application form.<br /><strong>Customer Satisfaction</strong> – Data is derived from CSAT surveys which are sent 2 months after an application has been completed.<br /><strong>Completion Rate</strong> – Data is derived from the completion of the digital journey through Google Analytics.<br /><strong>Cost Per Transaction</strong> – N/A.</p>\r\n </div>\r\n</details>\r\n\r\n<!-- Expander 3 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Time Periods</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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> – From April 2022.<br /><strong>Customer Satisfaction</strong> – From April 2022.<br /><strong>Completion Rate</strong> – From September 2023.<br /><strong>Cost Per Transaction</strong> – N/A.</p>\r\n</details>\r\n\r\n<!-- Expander 4 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Geography</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <p>United Kingdom.</p>\r\n </div>\r\n</details>\r\n\r\n<!-- Expander Statistics -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Statistical Classification</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<p>Management Information – This is not an official statistic.</p>\r\n </div>\r\n</details>\r\n\r\n<h2>Caveats</h2>\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Cost Per Transaction</h3>\r\n <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>\r\n</div>\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Google Analytics</h3>\r\n <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>\r\n</div>\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Customer Satisfaction Survey</h3>\r\n <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>\r\n</div>\r\n\r\n<h2>Enquiries</h2>\r\n<!---Who can I contact Section-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Who can I contact if I have queries relating to the data?</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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>\r\n </div>\r\n</details>\r\n<h2>Citing and Reusing This Data</h2>\r\n<!---Reusing the data and copyright Section-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Important information regarding reusing the data and copyright</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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>\r\n <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>\r\n </div>\r\n</details>\r\n\r\n<!---Citation-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Citation\r\n </span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<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>\r\n</div>\r\n</details> ', 'num_resources': 6, 'num_tags': 11, 'organization': {'id': '44d9035d-2a42-43da-89fa-7028adc6669d', 'name': 'digital-service-performance-and-usage', 'title': 'Digital Service Performance and Usage', 'type': 'organization', 'description': 'Digital performance metrics and usage data from across the NHSBSA services', 'image_url': 'https://storage.googleapis.com/dx-nhs-production/_assets/group/2023-03-30-095653.619972-performance-icon-png-24.jpg', 'created': '2023-03-29T14:58:20.509584', 'is_organization': True, 'approval_status': 'approved', 'state': 'active'}, 'owner_org': '44d9035d-2a42-43da-89fa-7028adc6669d', 'private': False, 'state': 'active', 'title': "Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators", 'type': 'dataset', 'upload_to_bigquery': 'true', 'url': 'NHS Business Services Authority (NHSBSA)', 'version': '1.0', 'resources': [{'bq_table_name': 'IHS_HC_KPI_2024_2025_Q1', 'cache_last_updated': None, 'cache_url': None, 'created': '2024-09-03T10:41:08.888003', 'datastore_active': False, 'description': '', 'dialect': '{u\'quoteChar\': u\'"\', u\'delimiter\': u\',\'}', 'encoding': 'utf-8', 'format': 'CSV', 'hash': '6517a38e35ceb7e5717af7c66995afd7396a4e3a90ff0847bd6b0550f3c65ab8', 'id': 'c2fc5067-65a5-484d-8a24-b3faa78e858a', 'last_modified': None, 'lfs_prefix': 'digital-service-performance-and-usage/immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data', 'metadata_modified': '2025-11-12T15:26:14.258988', 'mimetype': 'text/csv', 'mimetype_inner': None, 'name': 'IHS_HC_KPI_2024_2025_Q1', 'package_id': '15fc45bf-5ae9-4700-9331-aaaaba771ff3', 'position': 0, 'resource_type': None, 'restricted': '{"level": "public"}', 'sample': {}, 'schema': {'fields': [{'title': 'MONTH', 'type': 'yearmonth', 'description': 'The relevant period for each of the below fields', 'name': 'MONTH', 'format': 'default'}, {'title': 'Completion rate percentage', 'type': 'string', 'description': 'Calculated Proportion of Digital Applications Completed during the period divided by Digital Applications Started during the period', 'name': 'COMPLETION_RATE', 'format': 'default'}, {'title': 'Total applications Received', 'type': 'integer', 'description': 'Count of applications received via all routes for this cohort during the period', 'name': 'TOTAL_TRANSACTIONS', 'format': 'default'}, {'title': 'Digital take-up percentage', 'type': 'string', 'description': "Calculated Proportion of Applications Received via digital routes during the period divided by 'Total applications Received'", 'name': 'DIGITAL_TAKE_UP', 'format': 'default'}, {'title': 'Survey Responses', 'type': 'integer', 'description': "Number of responses received from the 'customer satisfaction survey' during the period", 'name': 'SURVEY_RESPONSES', 'format': 'default'}, {'title': 'Satisfied Responses', 'type': 'integer', 'description': 'The number of responses rating their satisfaction with the service 7 or more out of 10 during the period', 'name': 'SATISFIED_RESPONSES', 'format': 'default'}, {'title': 'Percentage of Satisfied responses', 'type': 'string', 'description': "Calculated Proportion of 'Satisfied Responses' divided by 'Survey Responses' received", 'name': 'USER_SATISFACTION', 'format': 'default'}], 'missingValues': ['']}, 'sha256': '6517a38e35ceb7e5717af7c66995afd7396a4e3a90ff0847bd6b0550f3c65ab8', 'size': 1089, 'state': 'active', 'title': 'IHS health and care reimbursement scheme key performance indicators 2024-2025, Quarter 1', 'url': 'https://opendata.nhsbsa.net/dataset/15fc45bf-5ae9-4700-9331-aaaaba771ff3/resource/c2fc5067-65a5-484d-8a24-b3faa78e858a/download/ihs_hc_kpi_2024_2025_q1.csv', 'url_type': 'upload'}, {'bq_table_name': 'IHS_HC_KPI_2024_2025_Q2', 'cache_last_updated': None, 'cache_url': None, 'created': '2024-12-13T12:43:35.630687', 'datastore_active': False, 'description': '', 'dialect': '{u\'quoteChar\': u\'"\', u\'delimiter\': u\',\'}', 'encoding': 'utf-8', 'format': 'CSV', 'hash': '59fafca9e119ec5f8873ca677101db87c198192a472bc5bc849b7ab8c00560c2', 'id': '7344247c-3db3-45f1-ab24-c773955334aa', 'last_modified': None, 'lfs_prefix': 'digital-service-performance-and-usage/immigration-health-surcharge-ihs-health-and-care-reimbursement-scheme-performance-data', 'metadata_modified': '2025-11-12T15:26:36.212865', 'mimetype': 'text/csv', 'mimetype_inner': None, 'name': 'IHS_HC_KPI_2024_2025_Q2', 'package_id': '15fc45bf-5ae9-4700-9331-aaaaba771ff3', 'position': 1, 'resource_type': None, 'restricted': '{"level": "public"}', 'sample': {}, 'schema': {'fields': [{'title': 'Year and Month as YYYY-MM', 'type': 'yearmonth', 'description': 'The relevant period for each of the below fields. 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Example: 2014-01', 'name': 'YEAR_MONTH', 'format': 'default'}, {'title': 'Completion rate percentage', 'type': 'string', 'description': 'Calculated Proportion of Digital Applications Completed during the period divided by Digital Applications Started during the period', 'name': 'COMPLETION_RATE', 'format': 'default'}, {'title': 'Total applications Received', 'type': 'string', 'description': 'Count of applications received via all routes for this cohort during the period', 'name': 'TOTAL_TRANSACTIONS', 'format': 'default'}, {'title': 'Digital take-up percentage', 'type': 'integer', 'description': "Calculated Proportion of Applications Received via digital routes during the period divided by 'Total applications Received'", 'name': 'DIGITAL_TAKE_UP', 'format': 'default'}, {'title': 'Survey Responses', 'type': 'integer', 'description': "Number of responses received from the 'customer satisfaction survey' during the period", 'name': 'SURVEY_RESPONSES', 'format': 'default'}, {'title': 'Satisfied Responses', 'type': 'integer', 'description': 'The number of responses rating their satisfaction with the service 7 or more out of 10 during the period', 'name': 'SATISFIED_RESPONSES', 'format': 'default'}, {'title': 'Percentage of Satisfied responses', 'type': 'string', 'description': "Calculated Proportion of 'Satisfied Responses' divided by 'Survey Responses' received", 'name': 'USER_SATISFACTION', 'format': 'default'}], 'missingValues': ['']}, 'size': 1674, 'state': 'active', 'title': 'IHS health and care reimbursement scheme key performance indicators 2025-2026, Quarter 2', 'url': 'https://opendata.nhsbsa.net/dataset/15fc45bf-5ae9-4700-9331-aaaaba771ff3/resource/0c606dee-7f66-4f5a-b274-ce827cc96423/download/ihs_hc_kpi_2025_2026_q2.csv', 'url_type': 'upload'}], 'tags': [{'display_name': 'CDDO', 'id': '48eef3fb-7abd-4381-9419-d19694129a2c', 'name': 'CDDO', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Cost per transaction', 'id': '122ff0e9-a49e-47e6-b1c0-89ac056e2945', 'name': 'Cost per transaction', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Data.Gov.uk', 'id': 'c86031f2-8571-4eec-a78b-e8727d24a452', 'name': 'Data.Gov.uk', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Digital Service', 'id': '2bfcf2a9-5a5f-42ae-bc15-f36de4af2f2f', 'name': 'Digital Service', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Digital Take-up', 'id': '39fd0b1e-87e3-4d99-a17b-a6e25f7fbd62', 'name': 'Digital Take-up', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'IHS', 'id': '8fff5c13-cdd1-45af-b75b-3a0d697d757c', 'name': 'IHS', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Immigration Health Surcharge', 'id': '8e33868a-43c8-45d8-b625-310c3d480931', 'name': 'Immigration Health Surcharge', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'KPI', 'id': 'e89c0900-8d01-4849-9298-913b6f69f85b', 'name': 'KPI', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Service Performance', 'id': 'db19c688-1728-4e3b-822d-1fdd4982c918', 'name': 'Service Performance', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'User Satisfaction', 'id': 'a8d4a0d5-77ca-480b-9359-a934cbf5b46b', 'name': 'User Satisfaction', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'completion rate', 'id': '4cf42ff7-1c24-40cb-ab1c-143962b1f105', 'name': 'completion rate', 'state': 'active', 'vocabulary_id': None}], 'groups': [], 'relationships_as_subject': [], 'relationships_as_object': []}}, 'permission_labels': None} Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators 3 days ago -
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{'id': '82d74a30-8d4e-434b-b24c-e4157b1d8ec2', 'timestamp': '2026-03-06T14:35:21.369754', 'user_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c', 'object_id': 'c4501e36-128b-4a35-9dc6-21247ad87371', 'activity_type': 'changed issue', 'data': {'__extras': {'author_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c'}, 'comment': '2026-03-06\r\n\r\nCaveat updated from: \r\n\r\nCost Per Transaction\r\nThe 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.\r\n\r\nTo read the following:\r\n\r\nCost Per Transaction\r\nThe 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.', 'user_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c', 'issue_id': 10701, 'issue_number': 1, 'comment_id': 164, 'package': {'author': 'NHSBSA Data Services support team', 'author_email': 'DataServicesSupport@nhsbsa.nhs.uk', 'creator_user_id': '73783dc8-f5e5-461f-b56e-94ecedd6046c', 'id': 'c4501e36-128b-4a35-9dc6-21247ad87371', 'isopen': True, 'license_id': 'OGL-UK-3.0', 'license_title': 'Open Government Licence 3.0 (United Kingdom)', 'license_url': 'https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/', 'maintainer': None, 'maintainer_email': None, 'metadata_created': '2025-02-20T12:58:31.343574', 'metadata_modified': '2026-01-26T14:16:01.131952', 'name': 'baby-loss-certificate-key-performance-indicators', 'notes': '<h2>Dataset Description</h2>\r\n\r\n<p>In compliance with <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>\r\n<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>\r\n<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>\r\n<h2>Key Metrics</h2>\r\n<ul>\r\n <li><strong>Total Transactions:</strong> The total number of submitted applications.</li>\r\n <li><strong>Completion Rate:</strong> The Google Analytics metric that shows the percentage of users who submitted the online application after starting it.</li>\r\n <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>\r\n <li><strong>Customer Satisfaction:</strong> Responses are scored from 1 to 10, with scores of 7–10 considered positive.</li>\r\n<li><strong>Cost per transaction:</strong> Not Applicable (N/A).</li>\r\n</ul>\r\n\r\n<h2>Overview of Service</h2> \r\n\r\n<p><a href="https://www.gov.uk/request-baby-loss-certificate">Request a baby loss certificate - GOV.UK</a><br /> <br>\r\n<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>\r\n\r\n<h2>Dataset Details</h2>\r\n<!-- Expander 2 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Source</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<p><strong>Total Transactions</strong> – Export of data from BLC application. <br /> <strong>Completion Rate</strong> – Google Analytics.<br /> <strong>Digital Take-Up</strong> – Export of data from BLC application. <br />\r\n<strong>Customer Satisfaction</strong> – NHSBSA Customer Insight database.<br />\r\n<strong>Cost per transaction</strong> – Not Applicable (N/A).<br /></p>\r\n </div>\r\n</details>\r\n\r\n<!-- Expander 2 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Data Collection</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <p><strong>Completion Rate</strong> – 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> – Collected from transactions via the BLC application.<br /> <strong>Customer Satisfaction</strong> – 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>\r\n </div>\r\n</details>\r\n\r\n<!-- Expander 3 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Time Periods</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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> – From July 2024<br /> <strong>Completion Rate</strong> – From September 2024.<br /><strong>Digital Take-Up</strong> – From July 2024.<br /> <strong>Customer Satisfaction</strong> – From July 2024.\r\n<br/> <strong>Cost Per Transaction</strong> – N/A.\r\n</div>\r\n</details>\r\n\r\n<!-- Expander 4 -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Geography</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <p>England.</p>\r\n </div>\r\n</details>\r\n\r\n<!-- Expander Statistics -->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Statistical Classification</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<p>Management Information – This is not an official statistic.</p>\r\n </div>\r\n</details>\r\n\r\n<h2>Caveats</h2>\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Cost Per Transaction</h3>\r\n <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>\r\n</div>\r\n\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Google Analytics</h3>\r\n <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>\r\n\r\n<p>Please note metrics could be influenced if a user accepts cookies part way through their journey.\r\n</p>\r\n</div>\r\n\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Customer Satisfaction Survey</h3>\r\n <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>\r\n</div>\r\n\r\n<div class="nhsuk-inset-text">\r\n <h3 class="nhsuk-u-font-size-32">Note on Interpreting Satisfaction Percentages</h3>\r\n <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>\r\n \r\n<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.\r\n</p>\r\n</div>\r\n\r\n<h2>Enquiries</h2>\r\n<!---Who can I contact Section-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Who can I contact if I have queries relating to the data?</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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>\r\n </div>\r\n</details>\r\n\r\n<h2>Citing and Reusing This Data</h2>\r\n<!---Reusing the data and copyright Section-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Important information regarding reusing the data and copyright</span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n <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>\r\n <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>\r\n </div>\r\n</details>\r\n\r\n<!---Citation-->\r\n<details class="nhsuk-details">\r\n <summary class="nhsuk-details__summary">\r\n <span class="nhsuk-details__summary-text nhsuk-u-font-size-24">Citation\r\n </span>\r\n </summary>\r\n <div class="nhsuk-details__text">\r\n<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>\r\n</div>\r\n</details>', 'num_resources': 3, 'num_tags': 9, 'organization': {'id': '44d9035d-2a42-43da-89fa-7028adc6669d', 'name': 'digital-service-performance-and-usage', 'title': 'Digital Service Performance and Usage', 'type': 'organization', 'description': 'Digital performance metrics and usage data from across the NHSBSA services', 'image_url': 'https://storage.googleapis.com/dx-nhs-production/_assets/group/2023-03-30-095653.619972-performance-icon-png-24.jpg', 'created': '2023-03-29T14:58:20.509584', 'is_organization': True, 'approval_status': 'approved', 'state': 'active'}, 'owner_org': '44d9035d-2a42-43da-89fa-7028adc6669d', 'private': False, 'state': 'active', 'title': 'Baby Loss Certificate – key performance indicators', 'type': 'dataset', 'upload_to_bigquery': 'true', 'url': 'NHS Business Services Authority', 'version': '1.0', 'resources': [{'bq_table_name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q1_FINAL', 'cache_last_updated': None, 'cache_url': None, 'created': '2025-09-16T13:21:29.576472', 'datastore_active': False, 'dialect': {'delimiter': ',', 'quoteChar': '"'}, 'encoding': 'utf-8', 'format': 'CSV', 'hash': '312fc8aea014ab8ef2d51fdbcde8d91a3cbcca3a5249b7f5da8aee5d40adc6f1', 'id': '6657e689-619a-4269-8670-b4a9fd4372a4', 'last_modified': None, 'lfs_prefix': 'digital-service-performance-and-usage/baby-loss-certificate-key-performance-indicators', 'metadata_modified': '2025-09-22T08:31:35.159049', 'mimetype': 'text/csv', 'mimetype_inner': None, 'name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q1_FINAL', 'package_id': 'c4501e36-128b-4a35-9dc6-21247ad87371', 'position': 0, 'resource_type': None, 'restricted': '{"level": "public"}', 'sample': {}, 'schema': {'fields': [{'name': 'YEAR_MONTH', 'type': 'yearmonth', 'format': 'default', 'title': 'Year and Month as YYYY-MM', 'description': 'The month and the year in which the baby loss application was received or the request for a baby loss application was received.'}, {'name': 'TOTAL_TRANSACTIONS', 'type': 'string', 'format': 'default', 'title': 'Transactions completed', 'description': 'The total number of submitted applications.'}, {'name': 'COMPLETION_RATE', 'type': 'string', 'format': 'default', 'title': 'Completion rate', 'description': 'The google analytics metric that shows the percentage of users who submitted the online application after starting it.'}, {'name': 'DIGITAL_TAKE_UP', 'type': 'number', 'format': 'default', 'title': 'Digital take up ', 'description': 'The percentage of submitted applications that were digitally created. Calculated as digitally submitted applications divided by total submitted applications from all channels.'}, {'name': 'USER_SATISFACTION', 'type': 'string', 'format': 'default', 'title': 'User satisfaction', 'description': 'The percentage of CSAT responses with scores between 7 and 10 (inclusive), classified as Satisfied.'}, {'name': 'USER_SATISFACTION_RESPONSES', 'type': 'integer', 'format': 'default', 'title': 'Number of user satisfaction responses', 'description': 'The number of CSAT responses received in that month.'}], 'missingValues': ['']}, 'size': 478, 'state': 'active', 'title': 'Baby Loss Certificate – Key Performance Indicators – 2025/2026, Quarter 1', 'url': 'https://opendata.nhsbsa.net/dataset/c4501e36-128b-4a35-9dc6-21247ad87371/resource/6657e689-619a-4269-8670-b4a9fd4372a4/download/baby_loss_certificate_kpi_25_26_q1_final.csv', 'url_type': 'upload'}, {'bq_table_name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q2', 'cache_last_updated': None, 'cache_url': None, 'created': '2025-11-13T10:30:59.174372', 'datastore_active': False, 'dialect': {'delimiter': ',', 'quoteChar': '"'}, 'encoding': 'utf-8', 'format': 'CSV', 'hash': '146dccd4c5f91d8d9315a5c382dfb909092ed0b23efb6ce6a706e9a6d9a786cd', 'id': 'b60f9058-1556-49af-b109-3b8f4fb34aa3', 'last_modified': None, 'lfs_prefix': 'digital-service-performance-and-usage/baby-loss-certificate-key-performance-indicators', 'metadata_modified': '2026-01-26T14:16:01.139215', 'mimetype': 'text/csv', 'mimetype_inner': None, 'name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q2', 'package_id': 'c4501e36-128b-4a35-9dc6-21247ad87371', 'position': 1, 'resource_type': None, 'restricted': '{"level": "public"}', 'sample': {}, 'schema': {'fields': [{'name': 'YEAR_MONTH', 'type': 'yearmonth', 'format': 'default', 'title': 'Year and Month as YYYY-MM', 'description': 'The month and the year in which the baby loss application was received or the request for a baby loss application was received.'}, {'name': 'TOTAL_TRANSACTIONS', 'type': 'string', 'format': 'default', 'title': 'Transactions completed', 'description': 'The total number of submitted applications.'}, {'name': 'COMPLETION_RATE', 'type': 'string', 'format': 'default', 'title': 'Completion rate', 'description': 'The google analytics metric that shows the percentage of users who submitted the online application after starting it.'}, {'name': 'DIGITAL_TAKE_UP', 'type': 'string', 'format': 'default', 'title': 'Digital take up ', 'description': 'The percentage of submitted applications that were digitally created. Calculated as digitally submitted applications divided by total submitted applications from all channels.'}, {'name': 'USER_SATISFACTION', 'type': 'string', 'format': 'default', 'title': 'User satisfaction', 'description': 'The percentage of CSAT responses with scores between 7 and 10 (inclusive), classified as Satisfied.'}, {'name': 'USER_SATISFACTION_RESPONSES', 'type': 'string', 'format': 'default', 'title': 'Number of user satisfaction responses', 'description': 'The number of CSAT responses received in that month.'}], 'missingValues': ['']}, 'size': 657, 'state': 'active', 'title': 'Baby Loss Certificate – Key Performance Indicators – 2025/2026, Quarter 2', 'url': 'https://opendata.nhsbsa.net/dataset/c4501e36-128b-4a35-9dc6-21247ad87371/resource/b60f9058-1556-49af-b109-3b8f4fb34aa3/download/baby_loss_certificate_kpi_25_26_q2.csv', 'url_type': 'upload'}, {'bq_table_name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q3', 'cache_last_updated': None, 'cache_url': None, 'created': '2026-01-26T14:16:01.185173', 'datastore_active': False, 'dialect': {'delimiter': ',', 'quoteChar': '"'}, 'encoding': 'utf-8', 'format': 'CSV', 'hash': 'df8e0a914e44bcb9350feda65f47ee4203c9d66161cf8b95ff346d09fd1a8c2b', 'id': '7ebf3a93-bce6-408a-93ff-7d3dc568df44', 'last_modified': None, 'lfs_prefix': 'digital-service-performance-and-usage/baby-loss-certificate-key-performance-indicators', 'metadata_modified': '2026-01-26T14:16:01.139411', 'mimetype': 'text/csv', 'mimetype_inner': None, 'name': 'BABY_LOSS_CERTIFICATE_KPI_25_26_Q3', 'package_id': 'c4501e36-128b-4a35-9dc6-21247ad87371', 'position': 2, 'resource_type': None, 'restricted': '{"level": "public"}', 'sample': {}, 'schema': {'fields': [{'name': 'YEAR_MONTH', 'type': 'yearmonth', 'format': 'default', 'title': 'Year and Month as YYYY-MM', 'description': 'The month and the year in which the baby loss application was received or the request for a baby loss application was received.'}, {'name': 'TOTAL_TRANSACTIONS', 'type': 'string', 'format': 'default', 'title': 'Transactions completed', 'description': 'The total number of submitted applications.'}, {'name': 'COMPLETION_RATE', 'type': 'string', 'format': 'default', 'title': 'Completion rate', 'description': 'The google analytics metric that shows the percentage of users who submitted the online application after starting it.'}, {'name': 'DIGITAL_TAKE_UP', 'type': 'string', 'format': 'default', 'title': 'Digital take up ', 'description': 'The percentage of submitted applications that were digitally created. Calculated as digitally submitted applications divided by total submitted applications from all channels.'}, {'name': 'USER_SATISFACTION', 'type': 'string', 'format': 'default', 'title': 'User satisfaction', 'description': 'The percentage of CSAT responses with scores between 7 and 10 (inclusive), classified as Satisfied.'}, {'name': 'USER_SATISFACTION_RESPONSES', 'type': 'integer', 'format': 'default', 'title': 'Number of user satisfaction responses', 'description': 'The number of CSAT responses received in that month.'}], 'missingValues': ['']}, 'size': 671, 'state': 'active', 'title': 'Baby Loss Certificate – Key Performance Indicators – 2025/2026, Quarter 3', 'url': 'https://opendata.nhsbsa.net/dataset/c4501e36-128b-4a35-9dc6-21247ad87371/resource/7ebf3a93-bce6-408a-93ff-7d3dc568df44/download/baby_loss_certificate_kpi_25_26_q3.csv', 'url_type': 'upload'}], 'tags': [{'display_name': 'BABY LOSS', 'id': '61411995-d3f9-4627-a60b-e2aa36308504', 'name': 'BABY LOSS', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'CDDO', 'id': '48eef3fb-7abd-4381-9419-d19694129a2c', 'name': 'CDDO', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'COMPLETION RATE', 'id': '98a8a076-c065-4975-abe8-a2779f6bfa7b', 'name': 'COMPLETION RATE', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Data.Gov.uk', 'id': 'c86031f2-8571-4eec-a78b-e8727d24a452', 'name': 'Data.Gov.uk', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Digital Service', 'id': '2bfcf2a9-5a5f-42ae-bc15-f36de4af2f2f', 'name': 'Digital Service', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'Digital Take-up', 'id': '39fd0b1e-87e3-4d99-a17b-a6e25f7fbd62', 'name': 'Digital Take-up', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'KPI', 'id': 'e89c0900-8d01-4849-9298-913b6f69f85b', 'name': 'KPI', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'PREGNANCY LOSS', 'id': '7fed90a5-5c4c-4fbe-a75e-d406cf2da105', 'name': 'PREGNANCY LOSS', 'state': 'active', 'vocabulary_id': None}, {'display_name': 'SERVICE PERFORMANCE', 'id': 'f122f727-a48c-44bd-8b3b-4e6f81401e85', 'name': 'SERVICE PERFORMANCE', 'state': 'active', 'vocabulary_id': None}], 'groups': [], 'relationships_as_subject': [], 'relationships_as_object': []}}, 'permission_labels': None} Baby Loss Certificate – key performance indicators 2 weeks ago -
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Digital Service Performance and Usage
Digital performance metrics and usage data from across the NHSBSA services
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Immigration Health Surcharge - 'Health and Care' (digital application) key performance indicators 3 days ago -
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Baby Loss Certificate – key performance indicators 2 weeks ago -
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