bankseta annual customer satisfaction research

BANKSETAAnnual Customer Satisfaction

ResearchQ u a n t F i n d i n g s

2 0 1 0

ENABLING SKILLS DEVELOPMENT IN THE BANKING SECTOR

BANKSETA

1

Agenda

• Introduction

• Executive Summary

• Research Findings

• Next Steps

2

Introduction

• TMS Research was commissioned by the BANKSETA to conduct the Annual Customer Satisfaction Study for 2010.

• Although this study has been undertaken since 2001, 2007 marked the introduction of changes to the sample and methodology as well as the first year that TMS Research was involved in the project. 2010 also saw one or two further changes to the sample categories covered.

• The following presentation provides a detailed analysis of the 2010 findings as well as a comparison with the 2008 and 2009 findings where applicable.

3

Methodology

Since TMS’s involvement in 2007, an online survey methodology has been adopted as the preferred approach to the stakeholder satisfaction assessment

At the outset of each survey the MINIMUM required sample for each category is agreed upon with the BANKSETA,

The BANKSETA is also responsible for supplying TMS with the names and contact details of respondents within each category.

TMS sends out the survey link to all contacts names received. (This is excluding the unemployed learners who are traditionally contacted telephonically due to limited access to online facilities)

Once the online survey has been running for a number of weeks, TMS undertakes to TOP-UP any categories where the MINIMUM sample has not been met with telephonic interviews.

For these interviews, our researchers randomly select names from the remaining list of contacts who have not yet participated in the survey.

4

SampleThere were several changes to the structure of composition of the sample in 2010. In particular, 2010 saw the inclusion of other SETA’s, and legislative bodies

5

Category Sub-Category Achieved Number of Respondents 2010

Staff Managers 5

Non-managers 10

Committees

Council/council committees 10

BANKSETA sector subcommittees 6

Project Steering committees 5

Beneficiaries

Employed – CMD, IEDP, Learnerships, PhD, etc 30

Unemployed – Learnerships, etc 101

Company - COE, BaBB, NVC, Coops 15

Providers/suppliers Project providers 5

Operational Suppliers 10

Employers - SDFs Small 60

Medium / Large 23

MoUs & Joint ventures Other SETAs 5

Legislative bodies Legislative bodies 5

ETQA Accredited Training Providers ETQA 20

310

Notes

• The graphs are to be read as follows: All year totals are shown on the left-hand side, with a break-down on the 2010 totals into the respective respondent categories on the right.

• Please note that some sample sizes are very small and thus these findings should be regarded with caution.

In order get the most value out of this analysis, please take note of the following points:

• While each year we pursue a total of around 300 respondents, there has been a drop in the overall sample included in the Service Delivery section as will be evidenced over the next few slides. This decrease can be attributed to the following factors:

• In previous years (particularly in 2009), there was an enormously positive response from the Junior and Middle Management participants who completed the online survey. This boosted the sample size by up to 155. This year, these participants were not explicitly included in the study hence, bringing the total achieved sample back down to around the 300 mark.

• Staff members are excluded (unless explicitly stated otherwise)• Only employed learners who have had direct dealings with the BANKSETA are asked to rate the organisation

on service delivery. In 2010, 77% of unemployed learners had not dealt directly with the BANKSETA

Notes to the Sample:

6

Agenda

• Introduction



• Next Steps

7

Executive Summary (I)

8

• Overall performance scores have remained fairly constant at an average of 4.2, year on year with only slight decreases in performance for Industry knowledge and Ability to contribute to your business.

• Several respondents have moved from rating the BANKSETA performance as Very Good in 2009 to Excellent in 2010 on several attributes including: Overall Service, Timeliness, Effectiveness, Reliability, Helpfulness and Speed of Response.

• On the contrary, some respondents have shifted from rating an attribute as Excellent in 2009 to Very Good in 2010. Specifically, such attributes were: Ability to contribute to your business, Industry Knowledge and Understanding of your business / Organisation.

• This positive and negative movement of ratings resulted in a relatively unchanged overall performance score.

• Positively, the ETQA’s performance has improved dramatically across the board of attributes from 2009 to 2010. A contributing factor to this is that a large percentage of ETQA respondents who felt the BANKSETA was falling short of their service expectations in 2009 now feel that the BANKSETA is meeting / exceeding their service expectations.

• Performance scores have decreased across 8 of the 9 attributes for Committees with 2 of the 20 Committee Members feeling the BANKSETA is falling short of their service expectations.

• Some differences exist between the performance as perceived by staff members and the actual performance experienced by stakeholders. Staff are seen to rate the performance higher than stakeholders:

• 73% of Staff members feel the BANKSETA is exceeding service expectations while only 30% of stakeholders see the BANKSETA as exceeding their service expectations.

• A contributing factor to this misalignment is the fact that the importance of factors is not always aligned between internal and external parties. Gap analysis reveals that while stakeholders deem ‘ Industry Knowledge’ to be the most important attribute, staff view ‘Reliability’ to be such.

Executive Summary (II)

9

Other Key Takeaways:

• A lack of awareness is a key barrier to usage of the SMS system by SDF’s and ETQA BANKSETA Accredited Providers

• A lack of awareness of research projects conducted by the BANKSETA is still prevalent, with some of those SDF’s who are aware of the projects feeling that the findings are not effectively communicated. This being said, usage of research results by those who are aware of such has increased somewhat year on year with results also being used on a more regular basis. The research conducted by the BANKSETA is also found to be relevant to stakeholder’s organisations who use it.

• Readership of the BANKSETA newsletter has increased slightly since 2009 and just under 3 in 4 readers prefer to receive the letter electronically.

• Usage of the BANKSETA website has decreased slightly, with those who do visit the website finding it fairly user-friendly.

• More than half the sample would like more frequent communication from the BANKSETA. Most frequently it was suggested that this communication be in the form of a regular email. It was also suggested that correspondence cover less topics, with more detail, rather than less detail and more topics

Executive Summary (III)

10

• Documentation received from the BANKSETA was most frequently described as being Easy to read and understand while it was least likely to be seen as Creative.

• Less than 1 in 3 respondents had seen any BANKSETA advertising. Those who had noticed such, typically noticed this advertising in newspapers and felt such adverts were relevant.

• There has been an increase in the number of organisations participating in the BANKSETA Learnerships with an increased number of respondents feeling that discretionary grants should be allocated to Learnerships and Management and Leadership Training.

• Accreditation is seen by far as the most important element of the BANKSETA ETQA Services.

• Of those learners who participated in the BANKSETA-sponsored programme, a larger number felt the programme exceeded their expectations to improve their career opportunities compared to 2009.

Agenda

• Introduction



• Next Steps

11

Service Delivery

12

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

4.24.0 4.1

4.33.9

4.13.9

4.2 4.34.1 4.0 4.0

4.33.9 4.0 4.0 4.1

4.34.2 4.0 4.14.4

4.0 3.94.1 4.2 4.44.2

4.0 4.2 4.24.0 4.0 3.9

4.2 4.4

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

Service Delivery

Note: **Several variations of this statement included to suit the category of respondent: Understanding of your service offering / legislative requirements / stakeholders

Source: TMS Research – August 2010

Average Rating of BANKSETA performance using a Scale of 1 = Poor and 5 = Excellent

13

Service Delivery

Poor Below average

Average Very Good

Excellent N/A or Don't Know

0

10

20

30

40

50

60

70

1 2

11

56

29

20.79155672823219

12.1372031662269

50.9234828496042

34.8284960422163

1.319261213720312 1

13

3943

118

60

30

Overall Service

2007 (n=235) 2008 (n=259) 2009 (n=379) 2010 (n=217)

Poor Below average

Average Very Good


0

10

20

30

40

50

60

0 3

17

52

26

22 2

19

50

25

31 2

21

45

30

25 2

17

4035

2

Timeliness

2007 (n=234) 2008 (n=259) 2009 (n=377) 2010 (n=218)

14

2007

2008

2009

2010

2007

2008

2009

2010


Service Delivery

Poor

Below av

erage

Averag

e

Very G

ood

Excell

ent

N/A or

Don

't Kno

w0

10

20

30

40

50

60

0 1

12

56

29

11 3

15

52

27

21 1

16

47

34

22 1

11

4539

1

Effectiveness

2007 (n=234) 2008 (n=259) 2009 (n=377) 2010 (n=218)

15

2007

2008

2009

2010


Service Delivery

Poor Below average

Average Very Good


0

10

20

30

40

50

60

1 1

12

46

38

214

13

51

30

00 1

14

46

37

24 1

11

3844

2

Reliability

2007 (n=234) 2008 (n=257) 2009 (n=379) 2010 (n=218)

Poor Below average

Average Very Good


0

10

20

30

40

50

60

1 16

4347

10 2

12

3945

10 1

12

36

50

12.2935779816514

10.5504587155964

30.2752293577981

55.0458715596326

1.8348623853211

Helpfulness

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

16

2007

2008

2009

2010

2007

2008

2009

2010


Service Delivery

Poor Below average

Average Very Good


0

10

20

30

40

50

60

03

14

52

28

216

18

43

30

316

22

41

27

34 2

21

3834

1

Speed of Response

2007 (n=234) 2008 (n=259) 2009 (n=379) 2010 (n=218)

Poor Below average

Average Very Good


0

10

20

30

40

50

60

14

20

49

23

41 2

22

44

30

11 2

14

49

32

34 4

18

43

29

2

Ability to contribute to your business

2007 (n=160) 2008 (n=178) 2009 (n=316) 2010 (n=129)

17

2007

2008

2009

2010

2007

2008

2009

2010


Service Delivery

Poor Below average

Average Very Good


0

10

20

30

40

50

60

0 1

11

4338

61 0

10

47

39

20 1

10

37

49

41 1

12

4440

1

Industry Knowledge

2007 (n=220) 2008 (n=233) 2009 (n=367) 2010 (n=154)

Poor Below average

Average Very Good


05

101520253035404550

14

26

40

27

21 3

24

41

29

11 3

20

41

32

41 3

20

47

28

1

Understanding of Your Business / Organisation

2007 (n=220) 2008 (n=237) 2009 (n=352) 2010 (n=144)

18

2007

2008

2009

2010

2007

2008

2009

2010

Several variations of this statement included to suit the category of respondent: Understanding of your

service offering / legislative requirements / stakeholders


7.4

7.6

7.8

8.0

8.2

8.4

8.6

8.8

9.0

8.2

8.4

8.2

8.58.6

8.7

8.38.4

7.9

8.2 8.28.1

8.2

8.68.7

8.1

8.38.2

8.5 8.58.6

8.7 8.78.8

8.4

8.6

8.4

8.7

8.5

8.7

8.98.8 8.8

8.7 8.7

8.5

Total 2007 (n=234) Total 2008 (n=259) Total 2009 (n=378) Total 2010 (n=218)

Service DeliveryAverage Rating of BANKSETA importance using a Scale of 1 = Not at all important and 10 = Extremely important

Importance

19Source: TMS Research – August 2010

Service Delivery

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

3.6

4.3 4.1 4.33.9

4.1 4.1 3.9 3.9

9.3 9.0 8.9 8.9 8.8 8.8 8.7 8.5 8.4

Beneficiaries (n=69)

2010 Performance 2010 Importance

Perfo

rman

ce

Impo

rtanc

e


Service Delivery

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.1 4.34.6 4.4

4.1 4.04.3

4.0

4.9

4.44.1 4.1 4.1

3.83.5

3.93.7

4.4

9.69.3 9.3 9.3 9.1

8.8 8.6 8.5 8.2

Committees (n=21)

2009 Performance 2010 Performance 2010 Importance

Perfo

rman

ce

Impo

rtanc

e


Caution: Small sample sizes

Service Delivery

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.14.4 4.3 4.2 4.3

3.84.1 4.0

4.24.24.5

4.2 4.3 4.34.0 4.2

4.0 4.1

8.8 8.8 8.7 8.7 8.6 8.6 8.5 8.5 8.2

Employers (SDF's) (n=83)


Perfo

rman

ce

Impo

rtanc

e


Service Delivery

Reliability Speed of response Helpfulness Effectiveness Timeliness Overall service Industry knowledge

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

3.73.2

3.93.5 3.4

3.73.9

4.23.8

4.1 4.23.8

4.2 4.1

9.6 9.6 9.5 9.4 9.3 9.2 9.2

ETQA (n=20)


Perfo

rman

ce

Impo

rtanc

e



Service Delivery

Helpfulness Timeliness Industry knowledge

Reliability Understanding of your business / organisation / service offering

Speed of response

Overall service Effectiveness2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.4 4.4 4.4 4.3 4.2

3.8

4.2 4.2

9.4 9.2 9.2 9.2 9.2 9.28.8 8.8

Legislative bodies (n=5)


Perfo

rman

ce

Impo

rtanc

e



Service Delivery

2.0

2.5

3.0

3.5

4.0

4.5

5.0

0

1

2

3

4

5

6

7

8

9

10

4.2

4.8

3.6

4.2

3.64.0

3.64.0 3.8

9.69.4

9.4 9.2 9.28.8 8.8 8.6

8.6

MoUs & Joint ventures (n=5)


Perfo

rman

ce

Impo

rtanc

e



Service Delivery

3.0

3.2

3.4

3.6

3.8

4.0

4.2

4.4

4.6

4.8

5.0

0

1

2

3

4

5

6

7

8

9

10

4.34.6

4.24.0

4.5

3.9

4.44.2

4.0

8.8 8.38.1 8.1

7.7 7.7 7.46.8

6.6

Providers/ Suppliers (n=15)


Perfo

rman

ce

Impo

rtanc

e



Total 2007 (n=174)

Total 2008 (n=199)

Total 2009 (n=328)

Total 2010 (n=208)

Beneficiaries (n=69)

Committees (n=21)

Employers (SDF's) (n=83)

ETQA (n=20) Legislative bodies (n=5)

MoUs & Joint ventures

(n=5)

Providers / Suppliers

(n=5)

0%10%20%30%40%50%60%70%80%90%

100%

33% 29% 30% 30% 32% 24%35%

25% 20%

61% 62% 60% 59% 57% 67% 53%60%

100%80%

80%

6% 9% 9% 12% 12% 10% 12% 15% 20%

The BANKSETA is exceeding my service expectations

The BANKSETA is meeting my service expectations

The BANKSETA is falling short of service expectations

Service Delivery

Caution: Small sample sizes27Source: TMS Research – August 2010

2009 (n=6) 2010 (n=21)0%

10%20%30%40%50%60%70%80%90%

100%

33%24%

67%67%

10%

Committees

Service Delivery

Caution: Small sample sizes28

2009 (n=16) 2010 (n=20)0%

10%20%30%40%50%60%70%80%90%

100%

19% 25%

38%

60%

44%

15%

ETQA

The BANKSETA is exceeding my service expectations

The BANKSETA is meeting my service expectations

The BANKSETA is falling short of service expectations

2009 (n=94) 2010 (n=83)0%

10%20%30%40%50%60%70%80%90%

100%

27% 35%

66% 53%

7% 12%

Employers (SDF’s)


0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5 4.64.4 4.4 4.26666666666667 4.4

4.066666666666674.266666666666674.266666666666674.333333333333364.2

4.04.2 4.2

4.0 4.0 3.94.2

4.44.24.0 4.2 4.2

4.0 4.0 4.04.2

4.4

Staff (n=15) Total Non-Staff Stakeholders (n=218) Total Customers (n=134)

Service DeliveryAverage Rating of BANKSETA performance using a Scale of 1 = Poor and 5 = Excellent

29Note: **Several variations of this statement included to suit the category of respondent: Understanding of your service offering / legislative

requirements / stakeholdersSource: TMS Research – August 2010

Total customers excludes beneficiaries, suppliers /

providers and staff


Service Delivery

30

7.8

8.0

8.2

8.4

8.6

8.8

9.0

9.2

9.4

8.3

9.3

9.0

8.78.7 8.7

8.5

8.78.98.9 8.9

8.8 8.7 8.7 8.7 8.78.5

8.5

Importance Rating Gap Analysis

Staff 2010 (n=15) Stakeholders 2010 (n=218)


Importance


Staff

31

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)0%

10%20%30%40%50%60%70%80%90%

100%

6%20% 27%

73%

88% 67%73%

20%

6% 13%0% 7%

BANKSETA Internal Service Delivery

The BANKSETA is exceeding stakeholders service expectations

The BANKSETA is meeting stakeholders service expectations

The BANKSETA is falling short of stakeholders service expectations

Staff Only


Stakeholder Figures

12%

59%

30%


Service Delivery - Internal

Strongly Agree

Agree Indifferent Disagree Strongly Disagree

0%

10%

20%

30%

40%

50%

60%

70%

80%

53%

35%

0%

12%

0%

47%40%

7%0%

7%

73%

9%

0% 0%

18%

73%

20%

7%0% 0%

I Feel The BANKSETA Effectively Fulfils Its Purpose Of Enabling Skills Development In The

Banking Sector

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)

Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%

80%

18%

59%

6%

18%

0%

33%40%

7%

20%

0%

36%

45%

0%

9% 9%

20%

67%

0%

13%

0%

The BANKSETA Is Effective At Communicating With All Stakeholders

2007 (n=17) 2008 (n=15) 2009 (n=11) 2010 (n=15)



Strongly Agree


0%

10%

20%

30%

40%

50%

60%

33%

53%

0%

13%

0%

The BANKSETA Keep Stakeholders Informed On Our Projects And Developments

Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%

80%

20%

67%

0%

13%

0%

The BANKSETA's Communication to Stake-holders Is Easy To Understand?


New

question

added in

2010

New

question

added in

2010



Strongly Agree


0%

10%

20%

30%

40%

50%

60%53%

40%

7%

0% 0%

We Value Our Relationships With Our Stake-holders

Strongly Agree


Don't Know / Not

Sure

0%

5%10%

15%20%

25%

30%

35%40%

45%50%

27%

47%

7%

0%

13%

7%

Our Policies And Behaviours Are Aligned


New

question

added in

2010

New

question

added in

2010



Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%

33%

60%

7%0% 0%

We Deliver Value To Our Stakeholders

Strongly Agree


Don't Know /

Not Sure

0%5%

10%15%20%25%30%35%40%45%50%

40%

47%

0% 0%

7% 7%

We Stand Behind Our Products And Services


New

question

added in

2010

New

question

added in

2010



Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%60%

27%

7% 7%0%

The BANKSETA Brand Is Well Known In The Sec-tor

Strongly Agree


Don't Know / Not

Sure

0%

10%

20%

30%

40%

50%

60%

27%

53%

7% 7%

0%

7%

Our Stakeholders Know What The BANKSETA's Main Objectives Are


New

question

added in

2010New

question

added in

2010



Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%

80%73%

27%

0% 0% 0%

I Understand My Role And Function In The Organ-isation And How I Contribute To The Success Of

The Organisation

Strongly Agree


0%

10%

20%

30%

40%

50%

60%

40%

53%

0%

7%

0%

We Interact Satisfactorily With Our Stakeholders


New

question

added in

2010

New

question

added in

2010



Strongly Agree


0%

10%

20%

30%

40%

50%

60%

70%

27%

60%

7% 7%

0%

Our Stakeholders Know What The BANKSETA Brand Stands For

Strongly Agree


Don't Know /

Not Sure

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

27%

47%

13%

7%

0%

7%

BANKSETA Departments Communicate Effectively Around Products, Deadlines And Deliverables


New

question

added in

2010

New

question

added in

2010



Strongly Agree


0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

40%

47%

7% 7%

0%

BANKSETA Departments Are Aware of What The Others Are Doing

Strongly Agree


Don't Know /

Not Sure

0%

10%

20%

30%

40%

50%

60%

20%

53%

7%

13%

0%

7%

BANKSETA Departments Collaborate Effectively On Projects


New

question

added in

2010

New

question

added in

2010


Committees

41

Committees

Total 2

009 (

n=7)

Total 2

010 (

n=21

)

Committe

e Mem

bers

(n=16

)

Projec

t Stee

ring C

ommitte

es (..

.0%

10%20%30%40%50%60%70%80%90%

100%

29 24 31

-

71

52 50

60

14 13

20

10 6 20

The BANKSETA Gives Timeous Notice Of Changes To Meeting Dates/Times

Strongly Agree Agree Indifferent Disagree Strongly Disagree


Total 2

009 (

n=7)

Total 2

010 (

n=21

)

Committe

e Mem

bers

(n=16

)

Projec

t Stee

ring C

ommitte

es (..

.0%

10%20%30%40%50%60%70%80%90%

100%

43

10 13

29

57 56 60

14 29 31

20

14 5 -

20

The BANKSETA Effectively Distributes Minutes / Actions



Committees

Total 2009 (n=7)

Total 2010 (n=21)

Committee Members

(n=16)

Project Steering Committees

(n=5)

0%10%20%30%40%50%60%70%80%90%

100%

2919 19 20

4371 75

60

14.2857142857143

145 65 20

BANKSETA Meetings Are Chaired / Run Efficiently



0%10%20%30%40%50%60%70%80%90%

100%

43 43 44 40

43 52 50 60

- - -

-

- - -

- 14

5 6 -

It Is Worthwhile For Me To Spend My Company’s Time Participating In BANKSETA's Committee Activ-ities As Both My Company And The Sector Benefit

From It



Information Systems

(Skills)

44

Total 2007

(n=95)

Total 2008

(n=95)

Total 2009

(n=95)

Total 2010

(n=103)

ETQA (n=20)

SDF (n=83)

- 10 20 30 40 50 60 70 80 90

100

39 44 46 48 35

51

61 56 54 52 65

49

Have you made use of the online Seta Man-agement System (SMS)?

Yes No

Information System(Skills)

Total 2007 (n=58)

Total 2008 (n=53)

Total 2009 (n=51)

Total 2010 (n=54)

0

10

20

30

40

50

60

70 6458

63 61

1623 24

28

12

2116 15

5.88235294117647 6

Barriers to Using SMS

Currently unaware of the online Seta Management System

Do not have time to use the online Seta Management System

Do not know how to use the online Seta Management System

Other

45Caution: Small sample sizes


Total 2007

(n=37)

Total 2008

(n=41)

Total 2009

(n=44)

Total 2010

(n=49)

ETQA (n=7)

SDF (n=42)

- 10 20 30 40 50 60 70 80 90

100

95 95 82 88

71 90

5 5 18 12

29 10

Do you find the Seta Management System (SMS) easy to use?

Yes No


Total 2007

(n=37)

Total 2008

(n=42)

Total 2009

(n=44)

Total 2010

(n=49)

ETQA (n=7)

SDF (n=42)

- 10 20 30 40 50 60 70 80 90

100

76 86 80 86

71 88

24 14 20 14

29 12

Do you find the Seta Management System (SMS) fast enough?

Yes No



Total 2007 (n=37) Total 2008 (n=42) Total 2009 (n=44) Total 2010 (n=42) - 10 20 30 40 50 60 70 80 90

100 95

83 82

26

81 74

61

21

38 33

50 40

- -

41 31

14 14 14 5

- - -

50

- - -

48

What Features Of The Online Seta Management System (SMS) Have You Used?

Workplace Skills Planning Implementation Report Levies and grants statements BANKSETA Training Voucher System*

Learner achievement submissions Online assessor registration Training provider records


47

SDF’s only


Total 2010 (n=7) -

10

20

30

40

50

60

70

80

90

57

14

86

What features of the online Seta Management System (SMS) have you used?

On line assessor registrationTraining provider recordsLearner achievement uploading & submissions


48

ETQA Accredited Providers only

Question

added in

2010

Caution: Small sample sizesSource: TMS Research – August 2010

Research

49

Total 2007 (n=115)

Total 2008 (n=120)

Total 2009 (n=118)

Total 2010 (n=119)

SDF (n=83) Committee Members (n=16)

ETQA Accredited Providers (n=20)

0102030405060708090

100

4637

5747 45

94

20

5463

4353 55

6

80

Are You Aware Of The Research Projects Commissioned By BANKSETA?

Yes No

Research


Total 2007 (n=53) Total 2008 (n=43) Total 2009 (n=67) Total 2010 (n=56) SDF (n=37) Committee Members (n=15)


0102030405060708090

100

15 23 25 29 2440

25

32

42 45 4341

40 7521

912

2024

1319

26 34 3

74 4.477611940298519 10.4477611940298 5 8

BANKSETA Research Findings Are Effectively Communicated

Strongly Agree Agree Indifferent Disagree Strongly Disagree N/A or Don't Know

Research



ETQA Accredited Training Providers

(n=4)

0102030405060708090

100

3045

3241

24

87

25

7055

6859

76

13

75

Have You Made Use Of The Research Results From Projects Commissioned By BANKSETA?

Yes No

Research




0102030405060708090

100

255 10

56

7476

4867

31

100

19 21 14

5233

69

How Often Have You Made Use Of The Research Results From Research Projects Commissioned By BANKSETA

Rarely Occasionally Frequently

Research


Total 2007 (n=16) Total 2008 (n=19) Total 2009 (n=21) Total 2010 (n=23) Committee Members (n=13)

SDF (n=9) ETQA Accredited Providers (n=1)

0102030405060708090

100

2542

2443

54

22

10050

47

43

52 38

78

6

5

24

4 819 4.76190476190476

5 5

The Research Projects Commissioned By BANKSETA To Date Have Been Relevant To My Organisa-tion


Research


Total 2007 (n=115)

Total 2008 (n=120)

Total 2009 (n=117)

Total 2010 (n=119)

SDF (n=83) Committee Memebers

(n=16)*


0

10

20

30

40

50

60

16 18

24.7863247863247 23 2419 20

2522 23.9316239316237

1922

25

32 34

20.5128205128205

3228

56

30

4 35.98290598290598

3 4 57 82.56410256410257 3 5

1613

26 53

22.22222222222218 18 19

15

What Is The Most Effective Way Of Communicating Research Findings To You?

Workshops Newsletter Email Website / Portal Conference Publication Other

Research

Note: * Other includes Breakfasts, phone callsSource: TMS Research – August 2010


Total 2007 (n=115)

Total 2008 (n=122)

Total 2009 (n=116)

Total 2010 (n=119)

Committee Members (n=16)

SDF (n=83) ETQA Accredited Training Providers

(n=20)

0102030405060708090

100

75 75 72 7788 81

55

25 25 28 2313 19

45

Would Workshops That Discuss The Research Findings In More Detail Be Of Interest To You?

Yes No

Research


What Research Do You Believe Should Be Conducted By The BANKSETA In The Future?Frequency of

Mentions(n=83)

Don't know / Not sure / Can't think of anything 26

Skills development / Scarce skills 11

Small businesses - Challenges / Contributions to society / Future issues / Management and development skills 9

Education and training / Effectiveness of Learnerships / Monitoring and evaluation of programmes offered 7

Financial related research - Financial skills / financial administration / Future financial services / Impact of new financial legislations 6

Micro-lending industry / Micro-finance 6

Customer service / Customer relations 4

Other 14

Research

57

SDF’s only


What Research Do You Believe Should Be Conducted By The BANKSETA In The Future? Frequency of

Mentions (n=16)

Skills development in the banking sector 3

Don't know / Not sure 3

Industry related subjects / Identify industry related needs / More market trend related research 3

Research job creation / Poverty alleviation 2

International best practices pertaining to training and development 2

Forecasting management development challenges etc 1

Is the BANKSETA learnership effective? How are banks aligning to the QCTO? 1

Transformation in our sector 1

Research

58

Committee Members only



What Research Do You Believe Should Be Conducted By The BANKSETA In The Future? Frequency of

Mentions(n=20)

Don't know / Not sure / None I can think of / Don't deal with them enough to be able to say 10

Scarce skills especially within the banking sector 3

Small business development / Training clients (SMME) 2

Effectiveness of expenditure of monies within BANKSETA 1

Effectiveness of Learnerships in terms of skills (and not knowledge) upliftment 1

Alternatives to Learnerships 1

Mapping of units to other SETAs - Relevance of other aspects of the Financial sector/ Compare to international initiatives 1

More research into home loans and micro-lending 1

Research

59

ETQA only



What Research Do You Believe Should Be Conducted By The BANKSETA In The Future?Frequency of

Mentions(n=15)

Sector driven research - Holistic view on BANKSETA offerings to the sector / Information on the programmes that the sector engages in without BANKSETA support 3

Skills development - Research on critically needed skills on all levels / Attempt bridging the gaps from a sector perspective 3

Nothing / Happy with the research that has been done 3

How we can improve the call centre's performance 1

Check what is happening in other departments. 1

Is there a retention strategy for the BANKSETA (staff)? How effective is the existing strategy? 1

Leadership / Management / Financial Trends / Action Learning - topics as per the IEDP programme 1

Monitoring and evaluating the Providers to see whether they are accredited and delivering the services as agreed. Research how BANKSETA's funds are being utilised. 1

The impact of the training that the BANKSETA offers 1

Research

60

93% of BANKSETA staff members would use research conducted in the future in their work.

Staff only



Communication

61

Total 2

007 (

n=31

7)

Total 2

008 (

n=31

7)

Total 2

009 (

n=45

4)

Total 2

010 (

n=31

0)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

Staff (n

=15)

0%10%20%30%40%50%60%70%80%90%

100%

60% 64%

38% 42%60%

40%

10%0%

78% 81%

40%

0%

40% 40%

5%

87%

40% 36%

62% 58%40%

60%

90%100%

22% 19%

60%

100%

60% 60%

95%

13%

Do You Receive The BANKSETA's Newsletter?

No Yes

Communication

Note: Staff asked whether they READ the newsletterSource: TMS Research – August 2010


Total 2

007 (

n=19

1)

Total 2

008 (

n=20

0)

Total 2

009 (

n=17

2)

Total 2

010 (

n=13

0)

Compa

ny B

enefi

ciarie

s (n=

9)

Employe

d Ben

eficia

ries (

n=12

)

Operat

ional

Suppli

ers (n

=1)

SDF's (n=

65)

Committe

es (n

=13)

Projec

t Stee

ring C

ommite

es(n=

2)

ETQA Acc

redite

d Prov

iders

(n=8)

MoUs a

nd Jo

int V

entur

es (n

=2)

Staff (n

=13)

Learn

ers (n

=5)0%

10%20%30%40%50%60%70%80%90%

100%

20% 25% 30% 34% 33% 42%32% 38%

50%

25%

50%38%

20%

60% 49% 47% 39% 33%33%

100% 43% 23%

25%

62%

40%

10%12% 13% 15% 22% 8%

17%31%

25%

8% 10% 5% 6% 8%5% 8%

50%13%

20%

2% 3% 2% 2% 13% 20%2% 3% 4% 11% 8% 3%

50%

The BANKSETA's Newsletter Provides Useful AND RELEVANT Information


Communication

Caution: Small sample sizes 63Source: TMS Research – August 2010

Total 2

010 (

n=11

7)

Compa

ny B

enefi

ciarie

s (n=

9)

Employe

d Ben

eficia

ries (

n=12

)

Operat

ional

Suppli

ers (n

=1)

SDF's (n=

65)

Committe

es (n

=13)

Projec

t Stee

ring C

ommite

es(n=

2)

ETQA Acc

redite

d Prov

iders

(n=8)

MoUs a

nd Jo

int V

entur

es (n

=2)

Learn

ers (n

=5)0%

10%20%30%40%50%60%70%80%90%

100%

28%44%

58%

17%38%

50%38% 40%

72%56%

42%

100%83%

62%50%

63%

100%

60%

How Would You Prefer To Receive Your Newsletter?

Printed newsletter Electronic Newsletter

Communication



Total 2

007 (

n=23

7)

Total 2

008 (

n=26

8)

Total 2

009 (

n=45

1)

Total 2

010 (

n=31

0)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

Staff (n

=15)

0%10%20%30%40%50%60%70%80%90%

100%

81% 79% 73% 65%

87%

57%70%

100%82%

100%80% 80% 85%

100%

30%

93%

19% 21% 27% 35%

13%

43%30%

18% 20% 20% 15%0%

70%

7%

Do You Ever Visit The BANKSETA's Website?

Yes No

Communication



Total 2

007 (

n=18

3)

Total 2

008 (

n=20

7)

Total 2

009 (

n=33

6)

Total 2

010 (

n=20

0)

Compa

ny B

enefi

ciarie

s (n=

13)

Employe

d Ben

eficia

ries (

n=17

)

Operat

ional

Suppli

ers (n

=7)

Projec

t Prov

iders

(n=5)

SDF's (n=

68)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redite

d Prov

iders

(n=17

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=30)

Staff (n

=14)

0%10%20%30%40%50%60%70%80%90%

100%

9% 8% 1% 4% 0% 0% 0% 0% 1% 0% 0% 0%12%

0% 0%

29%17% 22%22% 19%

8% 6% 0%20% 18% 25%

50%

0%

24%

0%

23%

43%42%43%

33%25%

15%35%

29%

40%28%

25%

25%

50%

6%

20%

23%

21%26% 22%

21% 33%

38%

53%

14%

40%

34% 31%0%

25% 47%

20%

33%

0%6% 5%23% 20%

38%

6%

57%

0%19% 19% 25% 25%

12%

60%

20%7%

How Often Do You Visit The Website?

Daily Weekly Monthly Quarterly Other

Communication


Total 2

007 (

n=19

2)

Total 2

008 (

n=21

2)

Total 2

009 (

n=33

2)

Total 2

010 (

n=20

0)

Compa

ny B

enefi

ciarie

s (n=

13)

Employe

d Ben

eficia

ries (

n=17

)

Operat

ional

Suppli

ers (n

=7)

Projec

t Prov

iders

(n=5)

SDF's (n=

68)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redite

d Prov

iders

(n=17

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=30)

Staff (n

=14)

0%10%20%30%40%50%60%70%80%90%

100%

16% 21% 17%27%

46%35% 43%

20% 21%31%

0%

50%

6%20%

30% 36%

63% 54%52%

50%23% 47%

14% 60% 56%

63%

50%

50%

59%

80%40%

43%

19% 25%26%

20%23%

18%

43%

20% 21%0%

50%

0%

35%

0%

17%21%

0.03 0.020.02512562814070350.0769230769230769 0.01492537313432840

0 0 0 00.1

0.04 0.02 0.01 0.06 0.03

Do You Find The Information You Are Looking For?

Always Mostly Sometimes Never DK / Not Sure

Communication


Communication

Note: Note: n=15, Staff OnlySource: TMS Research – August 2010

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

57%

79%

50%

29%

What Information Do You Look For?

68

Staff only


Total 2

010 (

n=18

6)

Compa

ny B

enefi

ciarie

s (n=

13)

Employe

d Ben

eficia

ries (

n=17

)

Operat

ional

Suppli

ers (n

=7)

Projec

t Prov

iders

(n=5)

SDF's (n=

68)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

4)

Legis

lative

Bod

ies (n

=4)

ETQA Acc

redite

d Prov

iders

(n=17

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=30)

0%10%20%30%40%50%60%70%80%90%

100%

46%31%

71%

29%

60%41% 44%

25%

50%

24%

0%

73%

48%

46%

29%

57%

40%56% 56%

75%

50%

59% 100%

20%

6%23%

14%3% 0%

18%0% 7%

How Would You Rate The User- Friendliness Of The BANKSETA Website?

Extremely user-friendly Somewhat user-friendly Not at all user-friendly

Communication


Question

added in

2010


Total 2

007 (

n=31

7)

Total 2

008 (

n=34

8)

Total 2

009 (

n=45

6)

Total 2

010 (

n=31

0)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

Staff (n

=15)

0%10%20%30%40%50%60%70%80%90%

100%

33% 27% 22% 25% 27% 27% 20%0%

41%50%

80%

20% 25% 20%3%

53%

67% 73% 78% 75% 73% 73% 80%100%

59%50%

20%

80% 75% 80%97%

47%

Do You Ever Use The BANKSETA Call Centre?

Yes No

Communication


Total 2

007 (

n=10

4)

Total 2

008 (

n=95

)

Total 2

009 (

n=10

0)

Total 2

010 (

n=78

)

Compa

ny B

enefi

ciarie

s (n=

4)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

SDF's (n=

34)

Committe

es (n

=8)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=1)

ETQA Acc

redite

d Prov

iders

(n=5)

MoUs a

nd Jo

int V

entur

es (n

=1)

Staff (n

=8)

Learn

ers (n

=3)0%

10%20%30%40%50%60%70%80%90%

100%

16% 22% 22% 24%38%

0%

32% 25%

0%20% 13%

33%

56% 52% 49% 44%

50%

38%

50%

35%63%

25%

40%100%

63%

67%8% 9% 17% 23%

50%

25%

0%

24%

13%

75%20%

13%13% 9% 7% 3%

50%

3%5% 6% 5% 1% 3%2% 11% 5% 3%

100%

20% 13%

I find the Call Centre helpful

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don't Know / Not Sure

Communication


Total 2

007 (

n=10

4)

Total 2

008 (

n=95

)

Total 2

009 (

n=10

0)

Total 2

010 (

n=77

)

Compa

ny B

enefi

ciarie

s (n=

4)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

SDF's (n=

34)

Committe

es (n

=8)

Projec

t Stee

ring C

ommite

es(n=

4)

ETQA Acc

redite

d Prov

iders

(n=5)

MoUs a

nd Jo

int V

entur

es (n

=1)

Learn

ers (n

=3)

Staff (n

=8)0

1

2

3

4

5

3.8 3.8 3.6 3.93.5

4.13.5

3.94.3

3.3

4.44.0 4.0 4.0

Please Rate The Service Delivery Of The BANKSETA Call Centre Using A Scale Of 1= Poor And 5= Excellent

Communication


‘Performance’

changed to

‘Service

Delivery’


Total 2

007 (

n=94

)

Total 2

008 (

n=89

)

Total 2

009 (

n=10

0)

Total 2

010 (

n=78

)

Compa

ny B

enefi

ciarie

s (n=

4)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

SDF's (n=

34)

Committe

es (n

=8)

Projec

t Stee

ring C

ommite

es(n=

4)

Legis

lative

Bod

ies (n

=1)

ETQA Acc

redite

d Prov

iders

(n=5)

MoUs a

nd Jo

int V

entur

es (n

=1)

Learn

ers (n

=3)

Staff (n

=8)0%

10%20%30%40%50%60%70%80%90%

100%

0.010.04 0.02 0.030.125 0.125

0.260.2 0.14 0.176470588235294 0.25 0.330000000000002

0.375000000000002

44%

50%

31%50% 63% 53%

63%25% 80%

100%

67% 38%

25%

50% 47%33%

100%

25%

100%

29% 38%50%

100%

20% 13%

How Often Do You Use The BANKSETA Call Centre?

Daily Weekly Monthly Quarterly Other

Communication


Total

2007

(n=1

92)

Total 2

008 (n

=195

)

Total 2

009 (n

=363

)

Total 2

010 (n

=295

)

Compa

ny Ben

eficia

ries (

n=15

)

Employe

d Ben

eficia

ries (

n=30

)

Operati

onal

Supplie

rs (n

=10)

Projec

t Pro

vider

s (n=

5)

SDF's (n=8

3)

Committees

(n=1

6)

Projec

t Stee

ring C

ommitees

(n=5)

Legis

lative B

odies (

n=5)

ETQA A

ccre

dited P

rovid

ers (

n=)

MoUs a

nd Jo

int V

enture

s (n=

5)

Learn

ers (

n=10

1)0%

10%20%30%40%50%60%70%80%90%

100%

47% 44%35%

26%47%

27% 20%40%

29%

100% 100%

40% 40% 40%

53% 56%65%

74%53%

73% 80%60%

71%

0% 0%

60% 60% 60%

100%

In The Past 12 Months, Have You Participated In Any BANKSETA Forums?

Yes No

Communication


Learnerships BANKSETA AGM SDF Breakfasts and Workshops

BANKSETA ETQA workshops

CPD workshops and seminars

Other0%

10%

20%

30%

40%

50%

60%

70%

31%

18%

59%

22% 24%28%

46%

15%

35%

18% 18%

10%

35%

9%

23%19%

6% 4%

31% 31%38%

28%

15%

37%

Which Of The Following Forums Have You Participated In?


Communication


Communication

What Kinds Of Events Would You Like To See More Of At BANKSETA Forums? Most Frequent

Mentions(# of mentions)

Workshops: business skills development, CPD, ETQA, OFO and QCTO implementation workshops, improving strategies for evaluations of tenders, banking skills workshop , Skills Development 21

Discussions/ Forums: changes in industry, especially in QCTO, discussion with DTI/DoL other banks, more executive forums, SDF forums, Stakeholder engagement - sharing industry knowledge 10

Conferences: learning developments, Stakeholder events which identify more detailed needs of BANKSETA members, Strategy related events, Guest speaker on subject matters relating to the industry 8

Feedback: feedback on job creation, Feedback on what assessors are doing, Update a workplace skills plan, Update on legislation and quality assurance, Updates on emerging business issues 5

Research: Research findings and debriefing, Research for the way forward - sustainability in the SME environment 3

Changes: Changes in the Skills Development Industry / Legislation - Practical Implementation thereof for Training Providers, Current events / changes in legislation 2

More Events in a specific region: Pretoria, Anywhere in the Northern Cape 2

Other: Sales and marketing, more focus on small business, Interaction with the industry, Law enforcement in small business so that people can pay their taxes, legal aspects of credit, To find out what they presently offer 9


Total 2

009 (

n=12

4)

Total 2

010 (

n=78

)

Compa

ny B

enefi

ciarie

s (n=

7)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

Projec

t Prov

iders

(n=2)

SDF's (n=

24)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redite

d Prov

iders

(n=8)

MoUs a

nd Jo

int V

entur

es (n

=2)0%

10%20%30%40%50%60%70%80%90%

100%

31% 37% 29%

63%50%

33%50%

20%

50%25%

50%

56% 50% 57%

38%50%

100%58%

38%

40%

50%

50%

50%

6% 9% 8% 6%

20%

25%0.00806451612903236% 3%

14% 6%1%20%

I Find The Forums Useful

Strongly Agree Agree Indifferent Disagree Strongly Disagree Don’t Know / N/A

Communication


Total 2

009 (

n=12

3)

Total 2

010 (

n=78

)

Compa

ny B

enefi

ciarie

s (n=

7)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

Projec

t Prov

iders

(n=2)

SDF's (n=

24)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redite

d Prov

iders

(n=8)

MoUs a

nd Jo

int V

entur

es (n

=2)0%

10%20%30%40%50%60%70%80%90%

100%

25% 33% 29%

63%50%

21%

56%

20%

50%

13%

50%

62% 53% 57%

38%50%

100% 67%

31%

40%

50%

75%

50%

7% 9% 8% 6%

20%

13%1%5% 3%14% 6%3% 4%

20%

The Forums Fulfill Their Objectives


Communication


Total 2

009 (

n=12

0)

Total 2

010 (

n=78

)

Compa

ny B

enefi

ciarie

s (n=

7)

Employe

d Ben

eficia

ries (

n=8)

Operat

ional

Suppli

ers (n

=2)

Projec

t Prov

iders

(n=2)

SDF's (n=

24)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=2)

ETQA Acc

redite

d Prov

iders

(n=8)

MoUs a

nd Jo

int V

entur

es (n

=2)0%

10%20%30%40%50%60%70%80%90%

100%

28% 33% 29%

63%50%

21%

56%

20%

50%

13%

50%

60% 53% 57%

38%50%

100% 67%

31%

40%

50%

75%

50%

6% 8% 8% 6%

20%

1% 4% 4%20% 13%6% 3%

14% 6%

The Forums Contain Appropriate Content


Communication

Caution: Small sample sizes 79Source: TMS Research – August 2010

Total 2

010 (

n=29

5)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

0%10%20%30%40%50%60%70%80%90%

100%

0.0881355932203391 0.10.2

0.0481927710843374

0.625 0.60.4

0.1

91%100%

90%80%

100% 95%

38% 40%60%

90%100% 100%

Have You Ever Attended The BANKSETA International Conference?

Yes No

Communication


Question

added in

2010


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

96% 100% 100% 100% 100% 100% 100%

50%

0.0384615384615385

0.5

Do You Think The BANKSETA International Conference Is Beneficial To The Banking And Mi-crofinance Sector?

Yes No

Communication


Question

added in

2010


Communication

What Subjects Should Be Discussed To Make The Conference More Beneficial? Most Frequent


Global Issues: Global competition, Global Trends and Research on Global Talent Management Strategies, Issues around international best practice, international HR and international training, Synergies between the different countries

5

Banks and Banking: Debate around banking the unbanked, Future of Banking, The effect NCA has on the industry’s customer service, They way in which banks are managed and run 5

Current Issues: Current problems facing the sector, new regulatory requirements and impact on banking industry, current status and speculation on the economy in general 4

Technical Skills: Skills Development, BANKSETA should focus on skills, technical hard core and less on general issue 3

Anything relevant and beneficial / anything beneficial to the financial sector 2

Micro finance: ways of teaching people about the loan sharks in the microfinance industry, general micro finance queries 2

Other: domestic affairs, Quality assurance issues, Leadership Management, Talent Management, Operational Development, Job creation 4

82

Question

added in

2010



0%10%20%30%40%50%60%70%80%90%

100%

45%28% 25% 29% 35%

25%34% 32%

42%

42%34%

48% 40%46%

48% 51%

8%

16%17%

11% 11% 13%11% 9%

1%7%

16%5% 4% 4%

2% 3%1% 3% 4% 3% 2% 1%1%4% 4% 5% 4% 7% 12% 4% 6%

Extent Of Agreement With The Following Statements On A Scale Of 1 To 5 Where 1 = Strongly Agree And 5 = Strongly Disagree

(n=295)


Communication

83

All respondent categories –

staff excluded


0%10%20%30%40%50%60%70%80%90%

100%

41%28% 31% 32%

18% 14% 16%

37%

39%43% 37%

44%33%

39%

11%

12%10% 16%

19%

20%20%

8%11% 7% 12%

8%

6%7%

1%2% 3%

3%3%

3%2%

2% 8% 6% 8%24% 16%

Extent Of Agreement With The Following Statements On A Scale Of 1 To 5 Where 1 = Strongly Agree And 5 = Strongly Disagree

(n=295)


Communication

84

All respondent categories –

staff excluded


Total 2

010 (

n=29

5)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

0%10%20%30%40%50%60%70%80%90%

100%

48% 53%37%

90%80% 72% 75%

40%60%

50%40%

22%

51% 47%63%

10%20% 28% 25%

60%40%

50%60%

77%

0.01

Are You Satisfied With The Extent Of Communication That You Currently Receive From BANKSETA?

Yes, it is sufficient No, I would like more communication No, I would like less communication

Communication


Question

added in

2010


Communication

Note:Source: TMS Research – August 2010

How Can BANKSETA Improve Their Communications? Most Frequent Mentions

Email: Formal mails with short information snippets from BANKSETA. Email is the quickest way, more email correspondence re projects / developments / proposed pipelines / tenders (even with hyperlinks to actual content on webpage), Updated any information by e-mail

59

Communications: Communicate more often on specific projects instead of one communication on several projects (more targeted and in-depth), Communicate well in advance. Deadlines are mostly very tight, More communication especially with their stakeholders, They could let me know what courses they are running, They must make us more aware of all the forums

22

SMS: SMS is preferable as no e-mail available, A lot of us don’t have e-mail, send an sms or message through our LSO, They can SMS us more information and inform us of new programmes or when the next available course is 16

Meetings: More meetings with the different stakeholders, More client engaged - engaged personally in our business, Liaising with stakeholders designated representative instead of everyone in the company, One on one internal audits most useful to me, Send meeting minutes out within 48 hours please

13

Newspaper: If they can post in the newspapers as everyone reads the paper, Improve communication by better advertising in all newspaper 7

Media coverage: I think they must just advertise more, and in the advertisements they must specify where information can be obtained, More marketing on the work that they are doing and inform people about opportunities, They can advertise more on the radio,

7

Refresher Course / Workshops: After 3 months offer a refresher course if needed, Material we use in course more easy to understand, Do presentations at high schools to tell learners about BANKSETA, They need to advise learners at the end of the course what they can now do with it, To keep in touch with the students after finishing the course

8

Call: Telephone contact is most welcome, Phone call are best as she has no access to internet, They must also communicate telephonic. 5

Website: The website can be continuously updated as sometimes there is outdated information, the website runs time out very quick 3

Personal Queries: Staff need to take a personal interest in queries received from stakeholders 2Response Time: Generally response time must be quicker, More timely responses. 2Other: Rural communities should be told about BANKSETA through representatives visiting them, Would like information in Afrikaans as well, Transparency - More access to information, They must have follow up reminders, They can quarterly send out flyers or any new developments, Postal system is best

13

Question

added in

2010

Total 2

010 (

n=29

5)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

-

20

40

60

80

100

120

69 80

60

30

60

78 88

60

40

80

60 65

71 80

60 50

80 81

94

80 80 80 80

59

84 87

67

50

80 86

94

80

100 100 100

84 82 87

60 50

100

88 88

60

100 90

100

83 76

87

53 50

80 88 88

60

100

80

100

69

How Would You Describe The Documentation (Reports, Invitations, Newsletters) Received From BANKSETA?

Creative Attractive Easy to read and understand Contains relevant information Easily accessible

% o

f sub

-sam

ple

Communication

Caution: Small sample sizes 87

Question

added in

2010

Note: Multiple mentionSource: TMS Research – August 2010

Total 2

010 (

n=29

5)

Compa

ny B

enefi

ciarie

s (n=

15)

Employe

d Ben

eficia

ries (

n=30

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

SDF's (n=

83)

Committe

es (n

=16)

Projec

t Stee

ring C

ommite

es(n=

5)

Legis

lative

Bod

ies (n

=5)

ETQA Acc

redite

d Prov

iders

(n=20

)

MoUs a

nd Jo

int V

entur

es (n

=5)

Learn

ers (n

=101)

0%10%20%30%40%50%60%70%80%90%

100%

31%20% 13%

50%

100%

27%

75%

20%

60%

20%

60%

28%

69%80% 87%

50%

0%

73%

25%

80%

40%

80%

40%

72%

Have You Seen Any Of The BANKSETA Advertising / Advertisements?

Yes No

Communication


Question

added in

2010

Note: Multiple mentionSource: TMS Research – August 2010

Communication

Where have you seen the advertising?Most Frequent


Newspapers 44

Internet/ Websites 18

Emails 5

Leaflets/ Brochures 5

Newsletters 3

Bank’s offices 2

Radio 2

Other: Have just been appointed to do their advertising, The book bags have advertising on them, Saw it at the disability centre, Micro Finance Meetings, Via Post, at the graduations, at the IEDP nominees invitation, Magazines, Saw adverts at Kelly for the SETA, Invitation

10

89

Question

added in

2010


Total 2

010 (

n=90

)

Compa

ny B

enefi

ciarie

s (n=

3)

Employe

d Ben

eficia

ries (

n=4)

Operat

ional

Suppli

ers (n

=5)

Projec

t Prov

iders

(n=5)

SDF's (n=

22)

Committe

es (n

=12)

Projec

t Stee

ring C

ommite

es(n=

1)

Legis

lative

Bod

ies (n

=3)

ETQA Acc

redite

d Prov

iders

(n=4)

MoUs a

nd Jo

int V

entur

es (n

=3)

Learn

ers (n

=28)

0%10%20%30%40%50%60%70%80%90%

100%

94%

67%

100%80%

100%91% 92% 100% 100% 100% 100% 100%

0.0333333333333333 0.0909090909090910.08333333333333332%

33%20%

Do You Think That The Advertising Was Relevant?

Yes No Don't Know

Communication


Question

added in

2010


Staff only

Total 2010 (n=15)0%

10%20%30%40%50%60%70%80%90%

100%

87%

13%

Do You Read The E-internal Newsletter (Wordup)?

Yes No

Communication


Weekly Monthly Quarterly Every 6 months

Annually N/A or Don't Know

0%

10%

20%

30%

40%

50%

60%

70%

8%

31%

62%

How Often Would You Like To Receive The In-ternal Newsletter? (n=13)

Question

added in

2010

Question

added in

2010


Communication

Strongly Agree


0%

10%

20%

30%

40%

50%

60%54%

38%

8%

0% 0%

The BANKSETA’S Internal Newsletter Provides Insightful And Interesting Information (n=13)

92

Internal

newsle

tter

Intrane

t

Staff meeti

ng

Depar

tmen

tal m

eetin

g

One on

one w

ith m

an...

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.666666666666667

0.1333333333333330.2

Which Of The Following Methods Of Internal Communication Do You Find The Most

Valuable/Recommend? (n=15).

Staff only

Question

added in

2010Question

added in

2010


Communication

Daily Weekly Monthly Quarterly Varies / Can't Say

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

13%

20%

13%

7%

47%

How Often Do You Access The BANKSETA In-tranet? (n=15)

93

0%

10%

20%

30%

40%

50%

60%

70%

47%

7%

13%

60%

13% 13%

What Links On The Intranet Do You Use Most? (n=15)

Staff only

Question

added in

2010Question

added in

2010


Communication

Always Mostly Sometimes Never Don't know / Not sure

0%

5%

10%

15%

20%

25%

30%27% 27% 27%

20%

Do You Find The Information On The Intranet Use-ful? (n=15)

94

Staff only

Question

added in

2010


Skills Development

95

Total 2007 (n=95) Total 2008 (n=95) Total 2009 (n=94) Total 2010 (n=83)0

102030405060708090

100

84 84 81 73

16 16 19 27

Do You Contribute Skills Development Levies To The BANKSETA?

Yes No

Skills Development

96

SDF’s only



102030405060708090

100

34 2839 48

4952

4638

1 11 4 568 3 39 2.63157894736842 71 1 5

The Process Of Claiming Grants Is Clear To Follow


Skills Development

97

SDF’s only



102030405060708090

100

31 2850 44

51 54

3334

1 7 5 747 1 590

3 74 4 8 3

I Receive The Grants Timeously


Skills Development

98

SDF’s only



102030405060708090

100

26 2339 46

49 53

43 31

10 128 13

611 3 38 1

3 71 3.94736842105263

BANKSETA Has Effectively Communicated The Skills Development Act’s Requirements For Com-pliance


Skills Development

99

SDF’s only


Total 2007 (n=35) Total 2008 (n=35) Total 2009 (n=35) Total 2010 (n=23)0.0

1.0

2.0

3.0

4.0

5.04.2

4.5 4.4 4.6

3.94.2 4.3 4.3

3.94.2 4.2 4.34.1 4.3 4.4 4.3

4.04.3 4.3 4.3

3.94.3 4.2 4.3

4.04.3 4.3 4.2

3.6 3.8 3.84.1

3.63.9 3.8

4.1

Average Rating of Attributes using a scale where 1 = Poor and 5 = Excellent

Skills Dev Dept’s Helpfulness Skills Dev Dept’s Effectiveness

Skills Dev Dept’s Industry knowledge Overall service received from the Skills Dev Dept

Skills Dev Dept’s Reliability Skills Dev Dept’s timeliness

Skills Dev Dept’s Speed of response Skills Dev Dept’s Understanding of your business / organisation

Skills Dev Dept’s Ability to contribute to your business

Skills Development Large / Medium SDF’s only



SDF’s onlySkills Development

Total 2010 (n=83)0

5

10

15

20

25

30

35

31

24

14 14

87

What Do You Believe Is The Most Important Skill To Be Developed In The Banking Sector?

Sales & Customer Services

Management & Leadership

Financial Management Skills

Compliance Skills

IT

Other*

Note: Other includes Basic arithmetic , Estate Agent Course , Organisational Skills, Fleet Advisors, Holistic Micro Finance Skills , Operational Risk


Staff onlySkills Development

Total 2009 (n=10) Total 2010 (n=15)0

10

20

30

40

50

60

10

40

50

33

20

27

20

7

40

27

Based On Your Experience With The BANKSETA, Which Skill Would You Say Requires More Development Within The Banking Sector?

IT

Compliance Skills

Management & Leadership

Sales & Customer Services

Financial Management Skills

Other*

Note: *Other includes Micro Finance - managing MFIs and the ability to sustain these organisations. Source: TMS Research – August 2010


Learnerships

103

Total 2007 (n=52)

Total 2008 (n=49)

Total 2009 (n=44)

Total 2010 (n=23)

0102030405060708090

100

79 71 64 70

21 29 36 30

Are you aware of the range of learnerships reg-istered with the Department of Labour

Yes No

Learnerships

0

10

20

30

40

50

60

70

80

90

100

6174

57

7669

100

3923

43

2431

3

Has your organisation participated in any of the learnerships available to you?

Yes No Don’t Know


SDF’s only


Why Has Your Organisation Not Participated In Any Learnerships? Frequency (n=5)

BANKSETA had not yet identified any Service Providers, in the KZN region that are able to form a tri-partheid agreement (Organisation, Learner & Service Provider) to engage in a Learnership or Graduate Training Programme.

1

Did not have the capacity to manage the learnerships 1

Our organisation is very small and we have not really looked critically at the advantage of the learnerships 1

We have registered with the AATP from the Merseta. 1

We have utilised external provider learnerships. 1

Learnerships



Total 2

007 (n

=16)

Total 2

008 (n

=15)

Total 2

009 (n

=24)

Total 2

010 (n

=16)

SDF's (n

=11)

Project

Steerin

g Committe

es (n

=5)0

102030405060708090

100

19

47 4225 27 20

50

33 4656

64

40

67 13

9

20

197 4

6 7 8.333333333333346.2520

Our Learners Have Derived Benefits From Their Learnerships

Strongly Agree Agree Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Total 2

007 (

n=16

)

Total 2

008 (n

=15)

Total 2

009 (n

=24)

Total 2

010 (

n=16

)

SDF's (n

=11)

Projec

t Stee

ring C

ommittees

(n=5)

0102030405060708090

100

3113 17 13 23

25 67 6350

4160

31

13 819

32

13 4.1666666666666703 4.166666666666676.25

207 4

135

20

The Range Of Learnerships Are Relevant To My Company’s Skills Needs.

Strongly Agree AgreeIndifferent DisagreeStrongly Disagree Don’t Know / N/A

Learnerships


0102030405060708090

100

31 27 21 13 9 20

44 53 54 75 9140

6 8.3333333333333413 13 13 6

20

6 7 4.166666666666676.2520

The BANKSETA provides adequate information for the implementation of learnerships in your

organisation

Strongly Agree Agree Indifferent

Disagree Strongly Disagree Don’t Know / N/A

0

20

40

60

80

100

257

29 19 18 20

3860

46 63 7340

19 1321 13

9

206 1313 7 4.166666666666676.25

20

The policies and procedures governing learnerships are appropriate and effective

Strongly Agree Agree

Indifferent Disagree

Strongly Disagree Don’t Know / N/A

Learnerships


0102030405060708090

100

317

2919 18 20

2560

42 5673

20

137

17 6

931 20

46

20

76

20

8.333333333333346.2520

The Criteria For Funding Of Learnerships Ensure That The Relevant Employees Stand

To Benefit


Disagree Strongly Disagree Don’t Know / N/A

0102030405060708090

100

25 33 29 25 27 20

44

5350 56

64

40

138.33333333333334

19 7 8 139

20

7 4.166666666666676.2520

The BANKSETA Is Able To Assist You With Your Queries About Learnerships


Learnerships


Total 2007 (n=51) Total 2008 (n=49) Total 2009 (n=45) Total 2010 (n=28) SDF's (n=23) Project Steering Committees (n=5)

0

10

20

30

40

50

60

70

80

66

4756

6152

100

54

37

56

3943

60

46

35

49

61 61

20

39 37

47 46 43

60

34 3742

50 48

60

10 10 1321

13

60

For Which Of These Skills Do You Believe Learnerships Would Be Effective As A Skills Development Initiative?

Leadership and Management Financial Management skills Sales and Marketing Compliance skills Information Technology skillsOther

% o

f sub

-sam

ple

Learnerships

Note: Other includes: Debt Recovery (2); Micro Finance Industry skills (2); Call Centre, Fleet Management and Logistics, Property Estate Agency, Training & Development, Customer service, Organisational skills

Source: TMS Research – September 2010109


Total 2010 (n=8)0

102030405060708090

100

13

25

63

Please Rate The Relevance Of The Learnership You Attended, In As Far As It Contributed To Your Current Job Role?

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Learnerships


Employed Beneficiaries only

Total 2010 (n=8)0

102030405060708090

100

13

25

63

Your Employer Selected The Training Pro-vider(s) Specific To The Learnership That You Attended. Please Rate Your Satisfaction With

The Performance Of These Service Provider(s)

Poor Below Average Average Very good

Excellent Don’t Know / N/A

Question

added in

2010 Question

added in

2010


Total 2010 (n=3)0

102030405060708090

100

33

67

Did You Ever Attend One Of These Sessions?

Yes No

Total 2010 (n=8)0

102030405060708090

100

38

63

Are You Aware That The BANKSETA Schedules Quality Assurance Site Visits To Engage With Employed Learners On Sector-

driven Niche Learnerships?

Yes No

Learnerships



Question

added in

2010

Question

added in

2010


Total 2010 (n=8)0

10

20

30

40

50

60

70

80

90

100

38

63

Please Rate The BANKSETA’s Professionalism In Addressing Your Questions In This Session

Poor Below Average Average Very good ExcellentDon’t Know / N/A

Learnerships



Question

added in

2010


Quality Life Long Learning

113

0102030405060708090

100

26 21 2141

69

4025

53

5553 54

46

31

45

100 50

475

9 106 7

153 6 2

2 2 55 92

1 1 55 211 3 5

The BANKSETA Supports The Long Term Objective Of Developing A Culture Of Quality Lifelong Learning




0102030405060708090

100

23 20 1737 33

75

25

53

47 48 53

43 48

13

40

45

4714 12 1310 10

6

40

155 8 5

3 16

104 6 13 2 20

57 5 11 4 6

The BANKSETA Gives Direction And Support In Developing Quality Lifelong Learning




Total 2007 (n=109)

Total 2008 (n=110)

Total 2009 (n=109)

Total 2010 (n=118)

SDF's (n=83) ETQA (n=20) Staff (n=15)0

102030405060708090

100

23 19 2140 37 35

60

46 47 47

43 4635

4011 14 7

10 10204 7

6

3 1 106

91

2 210 418

3 4

The BANKSETA ETQA Adds Value To The Process Of The Quality Assurance Of Education, Training And Development In The Banking Sector





Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=109) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0

102030405060708090

100

19 12 1735 39

20

45 53 41

42 40

50

10 910

11 8 204 126

7 7 59

7

4

2 1 513 722

4 5

The BANKSETA ETQA Handles Your Queries In A Quick And Efficient Way




Total 2007 (n=109) Total 2008 (n=110) Total 2009 (n=110) Total 2010 (n=103) SDF's (n=83) ETQA (n=20)0

102030405060708090

100

2413 15 23 23 25

4251 43

50 5435

10 1513

10 8

15

5 98

8 5 2065 2 1

514 721

7 8

The BANKSETA ETQA Guidelines And Other Documents Are Helpful In Aligning Education And Train-ing Practices With The NQF




Total 2009 (n=34) Total 2010 (n=83)0

102030405060708090

100

26 25

41 40

15 183 715 8

1

The BANKSETA Communicates Legislation De-velopments Well


Disagree Strongly Disagree N/A or Don't Know

Quality Life Long Learning SDF’s only

Total 2009 (n=34) Total 2010 (n=83)0

102030405060708090

100

47 46

41 36

3 119 241

The BANKSETA Provides Adequate Support With WSP Reports And Skills Development Reports


Disagree Strongly Disagree N/A or Don't Know


Total 2009 (n=16) Total 2010 (n=20)0

10

20

30

40

50

60

25

55

19

10

19

1012.5 13

5

1315

5

In Your Opinion, Which Is The Most Important Element Of The BANKSETA ETQA Services?

Accreditation

Internal Quality Assurance

Qualifications / Unit standards

Assessor & Moderator

Learner achievements and certification

Skills Programme / Learning material evaluation

Assessments

External moderation

Other*


Note:* Other includes ResponsivenessSource: TMS Research – August 2010



Accreditation

Internal Quality Assurance

Qualifications / Unit standards

Assessor & Moderator

Learner achievements and certification

Skills Programme / Learning material evaluation

Assessments

External moderation

Other*

0

10

20

30

40

50

60 55

10 105

15

5

20

10

30

510

25

15 1520

25

10 105

In Your Opinion, Which Are The 3 Most Important Elements Of The ETQA Services?

Rank 1 Rank 2 Rank 3


Notes: Other includes ResponsivenessSource: TMS Research – August 2010


Slide

added

in 2010


0.0

1.0

2.0

3.0

4.0

5.0

3.5

4.1 4.03.5 3.5

3.3 3.3 3.3 3.1

4.1 4.0 4.2 4.1 4.13.6 3.8 3.8 3.9

Average Rating Of Attributes Using A Scale Where 1 = Poor And 5 = Excellent

Total 2009 (n=16) Total 2010 (n=20)





Discretionary Grants

123

Total 2007 (n=17) Total 2008 (n=14) Total 2009 (n=12) Total 2010 (n=21) Committees (n=16)* Project Steering Committees (n=5)

0102030405060708090

100

82

57

83 8188

60

82

57

75 71 75

6071

43

7586

81

100

2414

6757

69

20

41

57 58 62 63 6053 57

5057

75

24

4333 33

38

20

8.33333333333334 10 6

20

To What Do You Believe Discretionary Grants Should Be Allocated?

Learnerships Training for designated groups Management and Leadership Training SME Development Generic Sector Training

Research Promoting the NQF Other

Discretionary Grants

Note: *Committees added in 2009. Other includes: Alignment to the QCTO and Company specific needed skills. Source: TMS Research – August 2010


124

Development Programmes

125

Total 2010 (n=30)0

10

20

30

40

50

60

10

27

10

53

I Was A Participant In One Of The Following Programmes

CMD IEDP Learnerships PhD, Masters & Executive programme beneficiaries Various skills programmes



Question

added

in 2010

126


Total 2010 (n=30)0

102030405060708090

100

83

17

Were You Aware That The BANKSETA Sponsored Your Programme?

Yes No

Question

added

in 2010


0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

7.5 7.5 7.7 7.7 7.47.9

How Satisfied Are You With The Executive Development Programme You Are Currently Participating In Or Participated In, In The Past?

Scale: 1 = Not at all satisfied, 10 = Extremely satisfied




Total 2

008 (

n=57

)

Total 2

009 (

n=43

)

Total 2

010 (

n=16

)

Compa

ny B

enefi

ciarie

s (n=

13)

Employe

d Ben

eficia

ries (

n=3)

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

54.3 4.3

4.0 4.04.3

4.0 4.04.04.4 4.4

4.7

Programme Performance RatingsScale: 1 = Poor, 5 = Excellent

The performance of BANKSETA’s international partner(s) for your programmeThe programme’s relevance in terms of global management and leadership developmentThe performance of BANKSETA’s local provider(s) for your programme

N/A N/A

128

N/A N/A



0

20

40

60

80

100

16 1648 39 33

672146

34 39 40

33

9

11

6 11 13

24

11330 18 62.4875621890547211 13

The Program In Which I Participated Addressed The Skills Needs / My Development Needs


0

20

40

60

80

100

29 2659 50 47

671837

3033 33

33

1111

6 7

74

36 23 61.9900497512437911 13

The Development Programmes Offered By The BANKSETA Are Worthwhile





0102030405060708090

100

19 25

5639 33

672635

3239

40

33

159

2 11 134019

6

11

22 11 13

The Development Program In Which I Partici-pated Made A Valuable Contribution To The

Organisation / To My Career


Disagree Strongly Disagree N / A or Don’t Know


130

Total 2010 (n=3)0

10

20

30

40

50

60

70

80

90

100

33

67

The Programmes Sponsored By The BANKSETA and Implemented By My Employer, Have Pro-

vided Me With The Technical Foundation To Per-form My Current Job Role

Strongly Agree Agree Indifferent DisagreeStrongly Disagree

Question

added in

2010




Total 2010 (n=34) Company Beneficiaries (n=15) Employed Beneficiaries (n=19)0.0

2.0

4.0

6.0

8.0

10.0

12.0

9.5 9.7 9.49.0 8.9 9.19.0 9.58.68.9 9.1 8.78.9 9.3

8.68.4 8.78.27.9

8.8

7.3

Average Rating of Importance of Attributes using a scale where 1 = Not at all important and 10 = Ex-tremely important

Effectiveness of training Gaining a suitable qualifications from the programme

Interactions with the instructors / facilitators Gaining skills to improve my future employment prospects

Appropriateness of training content Exposure to a coach and mentor from the banking sector

Interactions with fellow learners

Development ProgrammesQuestion

asked to

these

divisions

in 2010



Company Beneficiaries (n=15)0

102030405060708090

80

33

53

67

What Was Your Motivation For Participation In The Programme?

(Multiple Mention Possible)

To improve skills

To gain knowledge of a particular subject area

To improve business prospects in general

To acquire sills to improve future business prospects


Note: *Other includes: To broaden my horizons ; To build my career to have the skills to run my own businessSource: TMS Research – August 2010

132

Employed Beneficiaries (n=19)0

10

20

30

40

50

60

70

80

26

74

42

1611


(Multiple Mention Possible)

To improve work readiness competencyTo gain knowledge of a particular subject areaTo improve career prospects in generalTo acquire skills to improve future employment prospectsOther*


Service Providers

133

Total 2010 (n=15) Operational Suppliers (n=10) Project Providers (n=5)0

10

20

30

40

50

60

70

80

90

100

13 1020

1310

2020 30

53 5060

How Long Have You Been A Service Provider To The BANKSETA?

Less than 6 mnths 6 mnths - 1 yr 1 - 2 yrs More than 2 yrs

Service Providers

134

Question

added in

2010



What Is The Nature Of The Service You Provide To The BANKSETA? (Project Providers) All Mentions(n=5)

Design and development of learning materials for the compliance environment 1

Business consulting services such as 'Building a Better Business'. Investors in People Support with WSP/ATR submissions 1

Research services 1

Research, material development and training 1

Skills development training voucher system 1

Service Providers

135

Question

added in

2010



What Is The Nature Of The Service You Provide To The BANKSETA? (Operational Suppliers) All Mentions(n=10)

Printing services 1

Supply Chain Management 1

Financial and accounting back office work 1

Landlord - BANKSETA rent premises from us. 1

Telecommunications service provider 1

Cellphone communication 1

Short term insurance policies 1

Supply of water 1

Switchboard Supplier 1

Events Supplier - Advertising 1

Service Providers

136

Question

added in

2010



0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

6.5

7.0

7.5

8.0

8.5

9.0

4.0 4.0 4.1 3.9 4.33.9 4.0 4.0 3.9 4.24.2 4.3 4.4 4.4 4.64.3 4.3 4.5 4.2 4.7

8.68.5 8.5 8.5

7.5

Average Rating of BANKSETA Factors


NB Total 2010 (n=15)

Ave

rage

Per

form

ance

Rat

ing

Ave

rage

Impo

rtan

ce R

atin

g

Sca

le o

f 1 to

5, w

here

1 =

Poo

r and

5 =

Exc

elle

nt

Service Providers

137

Sca

le o

f 1 to

10

whe

re 1

= N

ot a

t all

impo

rtant

and

10=

Ext

rem

ely

Impo

rtant

Importance 2010

Performance



1.0

2.0

3.0

4.0

5.04.6 4.6 4.7

4.44.7

Average Rating Of Performance Of BANKSETA in the Following Areas(n=15)

Aver

age

Perfo

rman

ce R

atin

g

Service Providers

Note: Question posed to Operational Suppliers and Project ProvidersSource: TMS Research – August 2010

138

New

factors

added in

2010

Scale of 1 to 5, where 1 = Poor and 5 =Excellent


Total 2007 (n=60)

Total 2008 (n=59)

Total 2009 (n=36)

Total 2010 (n=15)

Operational Suppliers

(n=10)

Project Providers

(n=5)

0

10

20

30

40

50

60

70

80

90

100

5164

92 87100

60

19

15

6 13

402

28

519 142 2.77777777777782

I Want To Continue Working With The BANKSETA


Disagree Strongly Disagree N/A or Don’t Know

Service Providers

On A Scale Of 1 To 10 Where 1 = Extremely Unhappy And 10 = Extremely Happy, How Happy Are You With

Your Relationship With The BANKSETA?*

Total 2007 (n=60) 8.1

Total 2008 (n=60) 8.2

Total 2009* (n=36) 8.5

Total 2010 (n=15) 8.7



Total 2

010 (

n=15

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

0102030405060708090

100

67 7060

20 1040

710

7 10

I Understand What The BANKSETA Objectives Are


Strongly Disagree N/A or Don’t Know

Service Providers

140

Total 2

010 (

n=15

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

0102030405060708090

100

8090

60

1340

7 10

I Want To Be Associated With The BANKSETA Brand



New

statement

added in

2010

New

statement

added in

2010



Total 2

010 (

n=15

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

0102030405060708090

100

53 6040

27 1060

710

13 20

I Understand What The BANKSETA Brand Stands For



Service Providers

141

Total 2

010 (

n=15

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

0102030405060708090

100

6070

40

27 1060

710

7 10

I Understand My Role In Assisting The BANKSETA To Achieve Its Objectives



New

statement

added in

2010New

statement

added in

2010



Total 2

010 (

n=15

)

Operat

ional

Suppli

ers (n

=10)

Projec

t Prov

iders

(n=5)

0102030405060708090

100

67 7060

27 20 40

7 10

The BANKSETA Brand Is Well Known


Strongly Disagree N/A or Don’t Know

Service Providers

142

New

statement

added in

2010



Learners

143

Total 2007 (n=80)

Total 2008 (n=59)

Total 2009 (n=36)

Total 2010 (n=101)

0102030405060708090

100

198 14

24

8193 86

76

Have You Ever Dealt Directly With The BANKSETA?

Yes No

Learners

If Not, Who Did You Liaise With? (n=77) %

Liaison Support Officer / Learner Support Officer 47

Employment Officer at Kelly 33

Career Wise 23

Expression Employment - Reference Hilda 1

Filled in form via internet 1

Learning Administrator 1

Don’t Recall 1


Total 2007 (n=80) Total 2008 (n=80) Total 2009 (n=80) Total 2010 (n=101)0.0

1.0

2.0

3.0

4.0

5.0

6.0

7.0

8.0

9.0

10.0

7.9 7.78.3 8.4

On A Scale Of 1 To 10 Where 1 = Not At All Satisfied And 10 = Extremely Satisfied, How Satisfied Are You With The Programme You Participated In?

Learners


Total 2009 (n=80) Total 2010 (n=101)0

10

20

3040

50

60

70

80

90

100

3038

5649

14 14

In Terms Of Your Expectations Of The BANKSETA-sponsored Programme That You Attended, Which Of The Following Would Best Describe Your Views

The programme exceeded my expectations to improve my career opportunities in generalThe programme met my expectations to improve my career opportunities in generalThe programme fell short of my expectations to improve my career opportunities in general

Learners


Total 2009 (n=80) Total 2010 (n=101)0.01.02.03.04.05.06.07.08.09.0

10.0 9.2 9.39.2 9.38.9 9.29.1 9.18.7 9.08.7 9.08.8 8.9

Average Rating Of Importance Of Attributes Using A Scale Where 1 = Not At All Important And 10 = Ex-tremely Important

Gaining skills to improve my future employment prospects Gaining a suitable qualifications from the programme

Effectiveness of training Interactions with the instructors / facilitators

Exposure to a coach and mentor from the banking sector Interactions with fellow learners

Appropriateness of training content

Learners


Total 2009 (n=80) Total 2010 (n=101)0

1020

3040

50

6070

80 73

5964

58

46

3339

25

14

38


(multiple mention possible)

To improve career prospects in general To acquire skills to improve future employment prospectsTo improve work readiness competencyTo gain knowledge of a particular subject areaOther

Learners

148

What Was Your Motivation For Participation In The Programme: Other Reasons (n=38) %

Required the practical experience - To qualify for a job / To gain practical experience after studies / Gain knowledge / Gain skills / Financial career

55

To get a qualification / For personal growth 16

I am interested in / love banking 13

I wanted a good qualification despite not be able to afford to study at varsity / being unable to complete my studies

11

I was unemployed at the time 3


Learners

149

Total 2009 (n=79) Total 2010 (n=101)0

10

20

30

40

50

60

7062

66

61313 12

19

9

Please Indicate What Other Training / Development Option You Considered When Deciding Whether

To Participate?

None

Formal qualifications / Other studies (sponsored by self)

Short courses (sponsored by self)

Other

Training / development options considered: Other options (n=9) %

At school at the time 1%

Computer course - Government sponsored 1%

Diploma in Multi-Media 1%

Financial information-technology course 1%

Graduate programme 1%

Half an honours degree in Economics 1%

Just finished my BA and wanted a hands on experience 1%

Learner - admin training course 1%

Metallurgy - could not complete National Diploma 1%


Total 2010 (n=31)0

10

20

30

40

50

60

70

80

90

100

68

32

Did You Ever Attend One Of These Sessions?

Yes No

Total 2010 (n=101)0

10

20

30

40

50

60

70

80

90

100

31

69

Are You Aware That The BANKSETA Schedules Quality Assurance Site Visits To

Engage With Unemployed Learners On Learnerships?

Yes No

Learners

150

Question

added in

2010

Question

added in

2010



Total 2010 (n=21)0

102030405060708090

100

5

4352

Please Rate The BANKSETA’S Profes-sionalism In Addressing Your Questions

In This Session

Poor Below Average Average Very goodExcellent Don’t Know / N/A

Learners

151

Question

added in

2010

Total 2010 (n=101)0

102030405060708090

100

311

42 42

3

Please Rate The Programme’s Relevance In Terms Of Exposure To The World Of Work And To The Broader Banking And Micro

Finance Sector?


Question

added in

2010

Average Rating: 4.5 Average Rating: 4.3



Total 2010 (n=101)0

102030405060708090

100

111

3226

31

Rate Your Satisfaction With The Performance Of The Recruitment Agency That The BANK-

SETA Partnered With, To Recruit You For This Programme That You Attended


Learners

152

Question

added in

2010

Total 2010 (n=101)0

102030405060708090

100

112

18

38

24

8

Please Rate Your Satisfaction With The Per-formance Of The Learning Administration

Agency That The BANKSETA Uses To Keep The Learners Up-to-date With Human Re-

sources Matters, Important Notices And Per-tinent Communication Of The Programme That

You Attended


Question

added in

2010

Average Rating: 4.2 Average Rating: 3.8


Total 2010 (n=101)0

102030405060708090

100

311

3948

Please Rate Your Satisfaction With The Per-formance Of The Training Provider That The BANKSETA Partnered With, To Deliver Your

Programme


Learners

153

Question

added in

2010

Total 2010 (n=101)0

102030405060708090

100

211

44 43

1

The Learnership I Attended Contributed Towards Relevant Work Experience


Question

added in

2010

Average Rating: 4.3Average Rating: 4.3


Legislative Bodies

154

New

Section

Added In

2010

Legislative Bodies

Poor Below average

Average Very Good


05

1015202530354045

20

40 40

Friendliness Of BANKSETA Personnel(n=5)

% o

f sub

-sam

ple

155

Which Government Department or Legislative Body do you represent? Frequency

Financial Services Board 1

THETA 1

INSETA 1

WRSETA 1

Auditor General 1



Legislative Bodies

Poor Below average

Average Very Good


0102030405060708090

20

80

Timeous payment of invoices where applicable(n=5)

% o

f sub

-sam

ple

156

Poor Below average

Average Very Good


05

1015202530354045

40

20

40

Promptness Of Response To Requests (n=5)

% o

f sub

-sam

ple



Legislative Bodies

157

Poor Below average

Average Very Good


0

5

10

15

20

25

30

35

40

4540 40

20

Effectiveness Of The BANKSETA's Communication With Me As A Legislative Body

(n=5)

% o

f sub

-sam

ple

Poor Below average

Average Very Good


05

1015202530354045

20

40 40

Providing Me With The Information I Need Timeously

(n=5)

% o

f sub

-sam

ple



Legislative Bodies

158

Effecti

vene

ss of

the B

ANKSETA’s co

mmunica

tion w

it...

Promptn

ess o

f resp

onse

to re

ques

ts

Friend

lines

s of B

ANKSETA perso

nnel

Providi

ng m

e with

the i

nform

ation

I nee

d tim

...

Timeo

us pa

ymen

t of in

voice

s whe

re ap

plic..

.3.03.23.43.63.84.04.24.44.64.85.0

012345678910

3.84.0

4.2 4.2

5.0

9.2 9.2 9.0 9.08.0

Average Importance and Performance Of Factors In Terms Of Dealings With BANKSETA

2010 Performance (n=5) 2010 Importance (n=5)

Perfo

rman

ce

The average rating of how happy respondents are with their relationship with the BANKSETA, on a scale of 1 to 10 where 1 = Extremely Unhappy and 10 = Extremely Happy, is 8.4.

Importance and Performance



MoU’s and Joint Ventures

159

New

section

added in

2010

MoU’s and Joint ventures

Strongly Agree


N/A or Don't Know

05

1015202530354045

20

40

20 20

A Timeous Response To The Application Was Received By The Training Provider

(n=5)

% o

f sub

-sam

ple

160

Strongly Agree


N/A or Don't Know

0

5

10

15

20

25

30

35

40

45

20

40 40

The Training Provider Received An Evaluation Ap-plication Within 30 Days Of Receipt Of The Applica-

tion Received By BANKSETA(n=5)

% o

f sub

-sam

ple




Strongly Agree


N/A or Don't Know

05

1015202530354045

20

40 40

BANKSETA Provided Feedback To The Provider And The Primary SETA

(n=5)

% o

f sub

-sam

ple

161

Strongly Agree


N/A or Don't Know

0

5

1015

20

2530

35

40

45

20

40

20 20

The Training Provider Was Satisfied With The Manner In Which The Application Was Handled.

(n=5)

% o

f sub

-sam

ple




162

Strongly Agree


N/A or Don't Know

05

1015202530354045

20

40 40

The Manner In Which The Application Was Handled Ensured That A Effective Relationship Between The Primary SETA And

BANKSETA Was Maintained(n=5)

% o

f sub

-sam

ple



Agenda

• Introduction



• Next Steps

163

Next Steps

Despite improved results, we would suggest following this quantitative CSI with a qualitative phase consisting of personal,

in-depth interviews as has been done in previous years.

This qualitative phase is generally very beneficial in understanding key areas of poor performance as well as areas of

excellence.

It is proposed the following process be followed:

1. The final CSI presentation be perused by all managers

2. Each manager is to identify areas (if any) and categories (if any) which they feel they would like to address

3. Such areas could include potential problem areas e.g. a poor performance rating or low usage levels etc.

4. TMS will then consolidate the feedback from the various managers and draft discussion guides which will address

the particular issues.

5. In the case of a poor performance issue, TMS will undertake to source those respondents who specifically gave poor

ratings. In the past, this has helped specifically to identify and rectify service issues since we are speaking

specifically to those who are dissatisfied

In keeping with the methodology used in previous years, we would propose a sample of 30 in-depth interviews

164

Thank You

165

bankseta annual customer satisfaction research

Documents

bankseta performance

actual performance

performance higher

etqas performance

service expectations

overall service

staff members

bankseta sector subcommittees