USEFUL INFORMATION FOR

TEACHERS AND EXAMS

OFFICERS, INCLUDING:

� HOW TO CONTACT US

� THE SERVICE YOU CAN

EXPECT FROM US

� HIGHLIGHTS FROM 2009/10

� OUR PRIORITIES FOR

THIS YEAR

Edexcel’s Customer Service Pledge – 2010/11

Schools and Colleges

Front cover: Kem, from the Diploma Delivery team, and Rosemary Fleming of Rushcliff e School, at the Edexcel Exams Offi cer Conference.

Photograph by Salman Hamid. Publication code: Z025262

2

Service Excellence – Every TimeWelcome to Edexcel’s Customer Service Pledge for 2010/11. Last year we took a new

approach to customer service, and started making the improvements you told us were

most important to you. We’re committed to maintaining this focus. We believe that you,

and your learners, should have access to the very best support available.

This is a time of unprecedented change in education. New specifi cations have been

introduced. The Diploma has brought unique challenges. Many of you will be delivering

BTEC courses for the fi rst time. Some of you may be relatively new to the processes,

regulations and systems of awarding bodies.

So we know that you’ll be relying on us more than ever for guidance, support and expertise.

For exams offi ce staff this means being easy to do business with – being clearer in our

communications and simplifying our processes to ease the administrative burden. For

teaching staff this means giving you access to subject experts, and providing the resources

you need to raise attainment and unlock the potential of your learners.

My Pledge to YouIn this document you’ll fi nd our customer service statement, which explains the standards

we set for ourselves, and the standards you can expect from us. We’ve also reviewed our

performance over the last year, and have identifi ed some areas in which we know we need

to improve. Finally, we’ve provided a summary of our services and the quickest ways to

contact us when you need help or support.

All awarding bodies set targets. We feel ours are particularly stretching, because we strive

to be the board you choose to do business with fi rst. We can only achieve this if we

continue listening to you. We log and respond to all feedback. To send your comment,

suggestions and ideas please visit www.edexcel.com/contact

Ziggy LiaquatManaging Director

Welcome

4

Where we did wellWe processed, on average, 96% of all entries

and registrations, without errors, within two

working days. We published 100% of results and

delivered 100% of certifi cates on time. We’ve

also streamlined our replacement certifi cates

application process to make it faster and easier

for customers.

We had our best year ever for post-results

services (enquiries about results). Moving the

process online has made these services quicker

and more effi cient. We feel this is an example

of how we can use technology to improve our

service to you.

Customer feedback - and our own data -

suggests that we are getting better at

responding to your enquiries. We know it’s not

yet perfect, so we’ll be making further changes

to the ways you can get in touch with us during

2010/11.

In May 2010, Edexcel received ServiceMark

accreditation from the Institute of Customer

Service (ICS). The ICS are the UK’s leading

independent body for promoting customer

service standards. In awarding us their

ServiceMark, the ICS have given our new

approach to service their seal of approval. We

were also nominated as a fi nalist in the 2009

National Customer Service Awards.

Edexcel’s mission is ‘Advancing Learning, Changing Lives’, and

the support we off er to our customers is the fi rst priority in

everything we do. We want to be clear about the standards you

can expect when you work with Edexcel.

Our qualifi cationsWe invest in designing high quality, engaging, motivating specifi cations that enable learners

to fulfi l their potential and show what they can do. We are committed to maintaining standards

and raising attainment.

Our peopleWe rely on our employees and assessment associates to provide you with support that is

responsive, professional and authoritative. We invest in attracting and developing expertise

most relevant to the world of education.

We want our service to be personal, and for you to feel that your needs are taken seriously

when you ask for guidance or advice. We expect our people to demonstrate these behaviours

in every interaction with you.

Making your life easierWe want to be easy to do business with. We regularly review our processes, systems and

regulations to make sure that we are reducing bureaucracy and making your life easier. We

also aim to be clear, succinct and accurate in our communications by using plain English and

avoiding unnecessary jargon.

Every year we set specifi c targets across a range of processes. This way we can drive

improvements in the areas most important to you. We will report back annually on our

performance against these targets, and will explain how we will be addressing any problems.

Your feedbackShould any element of our service fall below your expectations, we want to understand what

happened so that we can prevent a recurrence. We will apologise, and will do all we can to

put it right.

The best ideas come from our customers, so we will continue to seek your advice about what

matters to you most. We will make it easy for you to contact us, whether you have an enquiry,

a complaint, or a suggestion for improvement.

Greg FerrariCustomer Services Director

How we performed against our 2009/10 service targetsCustomer Service Statement

Where we fell shortWe didn’t meet all of our targets around complaints handling, delivery of exam papers

or reports publication. We’re committed to putting this right. We’ve been told that

sometimes it’s still diffi cult to get hold of subject experts. Our subject advisor and Ask the

Expert services have improved this, but we’re looking at ways of making our subject expert

services even better. We’re also working with AQA on a more customer-friendly Special

Considerations system. Many exams offi cers are also AQA customers, so it makes sense for

the two organisations to work together to create similar, easy-to-use, systems.

How

we

perf

orm

ed

KeyBelow target

On or above target

6

Exams offi cers and quality nominees have a vital role in ensuring the assessment process

runs smoothly and students get their results on time. There are a number of ways to

contact us.

Online enquiries

Whether you have a question, a complaint or some feedback, it’s easy to contact us online:

www.edexcel.com/contact

We ran our fi rst, free exams offi cer conference in July, and are investing in a lot more

face-to-face and online training for the exams offi ce community. To sign up to receive

a monthly exams offi cer newsletter, or to book a place on a training event, visit:

www.edexcel.com/examsoffi cer

Telephone enquiries

Our UK-based contact centre can help with queries about the administration of our

qualifi cations:

BTEC 0844 576 0026

NVQ 0844 576 0026

GCSE 0844 576 0027

GCE 0844 576 0025

The Diploma 0844 576 0028

Functional Skills 0844 576 0028

DiDA & other qualifi cations 0844 576 0031

Online Services 0844 576 0024(including Edexcel Online and computer-based testing)

International customers +44 (0) 1204 770 696

How quickly will my query be answered?

We aim to resolve as many enquiries as we can fi rst time. This means that if you call us

we’ll provide the answer during the call, and if you contact us online the fi rst response you

receive from us will provide a comprehensive answer.

Where this isn’t possible, we’ll keep you updated about how long it’s going to take us to

answer your question. We’ll always respond to your initial enquiry within two working days.

We provide dedicated, subject-specifi c advice for teachers and tutors.

Ask the Expert

The best way to receive guidance on delivering Edexcel specifi cations is to email our

specialists through the Ask the Expert service: www.edexcel.com/expert

Our subject advisors, assessment specialists and senior examiners receive these enquiries

directly, and we aim to provide a full response within two working days.

Telephone enquiries

Our subject advisors off er specialist

telephone support in the areas listed.

We’ll be expanding our range of subject

advisor lines during 2010/11. For all other

subjects you can call one of our main

qualifi cation lines listed on the page

opposite, or email an expert directly

through the Ask the Expert service

(above).

Art & Design 0844 576 0032

Business 0844 372 2187

English 0844 372 2188

Geography 0844 372 2185

History 0844 576 0034

ICT 0844 372 2186

MFL 0844 576 0035

PE & Sport 0844 576 0036

Science 0844 576 0037

Useful web links

Support for Exams Offi cers & Quality Nominees Support for Teachers & Tutors

� Interpreting specifi cations

� Finding teaching resources

� Using examiner, moderator and external verifi er reports

� Accessing subject specialists

� Making registrations and entries

� Gaining qualifi cation or centre approval

� Tracking and receiving exam materials and certifi cates

� Accessing results services

For more subject information:

www.edexcel.com/btec

www.edexcel.com/nvq

www.edexcel.com/gce

www.edexcel.com/gcse

www.edexcel.com/diploma

www.edexcel.com/functionalskills

www.edexcel.com/dida

To access teaching resources:

www.edexcel.com/publications

To analyse your students’ results:

www.edexcel.com/resultsplus

To book a place on a teaching

support course:

www.edexcel.com/training

Edexcel Custom

er Service Targets 2010/11This is to certify thatE

dexcelpledges to m

eet the following service targets in 2010/11:

CU

STOM

ER

EN

QU

IRIE

S

� W

henever you get in touch with us our service w

ill be personal. You can have a conversation with som

eone who w

ill resolve your enquiry � rst tim

e, or take responsibility for making sure it reaches a specialist for a prom

pt and authoritative response.

� If you call us w

e’ll answer the phone w

ithin 20 seconds.

� Enquiries w

ill be answered fully at the � rst point of contact. O

n the occasions when this isn’t possible, som

eone will update you w

ith the progress of the enquiry w

ithin two w

orking days of � rst contact.

� C

omplaints w

ill be acknowledged w

ithin two w

orking days, and responded to fully within a tim

eframe acceptable to you.

APPR

OVA

LS

� If you are already successfully running B

TEC or N

VQ

programm

es at a UK

centre, you can get imm

ediate approval online for other program

mes at the sam

e level, or at a lower level.

� If you are applying for approval to offer B

TEC or N

VQ

programm

es for the � rst time, w

e will give you a � rm

decision on the outcom

e of your application within 20 w

orking days. If your application is unsuccessful, we w

ill provide detailed feedback to help, as w

ell as further support when you reapply.

� W

e will respond to appeals against approval decisions w

ithin ten working days.

RE

GIST

RAT

ION

S AN

D E

NT

RIE

S

� R

egistrations and entries will be processed w

ithin two w

orking days of receipt. We w

ill provide con� rmation of receipt and

processing, and details of any errors.

� Late aw

ard claims w

ill be processed, con� rmed and m

ade available online within 24 hours of receipt.

DE

LIV

ER

ING

EX

AM

INAT

ION

AN

D C

OU

RSE

MAT

ER

IAL

S

� O

rders made from

our publications catalogue will be despatched w

ithin three working days. If an item

isn’t in stock, we’ll update you

within three w

orking days to con� rm w

hen you can expect to receive your order.

� Q

uestion papers and other exam m

aterials will be delivered ten w

orking days in advance of a timetabled exam

.

� If there is anything m

issing in your delivery, we’ll correct this and send replacem

ent materials w

ithin two w

orking days of noti� cation.

RE

SULT

S AN

D C

ER

TIFIC

ATIO

N

� A

ll results and certi� cates will be delivered according to published tim

etables.

� W

e aim to m

eet early certi� cation requests wherever possible.

� A

ll replacement certi� cates w

ill be delivered within 20 w

orking days of receipt of a completed application.

POST-R

ESU

LTS SE

RV

ICE

S

� W

e aim to com

plete clerical checks within seven days.

� W

e aim to com

plete priority reviews of m

arking within ten days.

� W

e aim to com

plete reviews of m

arking within 14 days.

� W

e aim to com

plete the re-moderation of internally-assessed com

ponents within 28 days.

ASSE

SSME

NT R

EPO

RT

S

� G

eneral Quali� cations: A

ll principal examiner and m

oderator reports will be available by results publication dates.

� B

TEC/N

VQ

: All external veri� er reports w

ill be available within ten w

orking days of a centre visit (or agreed postal sampling date).

� Skills for Life assessm

ent decisions and external veri� er reports will be available w

ithin ten working days of the external veri� cation

date.

� K

ey Skills assessment decisions and external m

oderation/audit reports will be available w

ithin the � rst ten working days of the m

onth follow

ing the audit.

ISSUED

September 2010

10

Results Plus helps teachers help their students to get better grades. Each year, over 100,000 results

are analysed by teachers and subject heads to see exactly how individual learners performed. For more information, visit www.edexcel.com/resultsplus

1010101000000000000000000000000000000000

Edexcel Online: A New Approach

Edexcel Online is used 2-3 times a week, on average, by more than 50,000 users from over 6,000 centres. During 2010/11 we’re giving the service a complete makeover to make it more user-friendly, based on feedback we’ve received from customers.

Follow us on TM

@Edexcel

Raymond Bradford Charlie Chase Doyin Shonubi Barry Hayward Brij Ghedia

Ziggy Liaquat Bob Winnington Greg Ferrari

“My fi rst impressions of Edexcel, when they fi rst approached the ICS for support in May 2009, were of a friendly, well managed organisation who knew they had to change to improve their customer service proposition. I was struck by the determination to make a diff erence.”

Bob Winnington, Institute of Customer Services

Our Service Operations team work closely with centres to ensure that the administration of Edexcel qualifi cations is as easy as possible. Every exams offi cer we work with has a named advisor they can turn to for guidance and support, particularly around complex entry, registration or certifi cation issues.

ADMIN

MADE EASY