Latest ICAS research highlights ATO priorities
Findings from our recent survey of ICAS Authorised Training Offices (ATOs) are helping to shape future improvements to the services we provide.
In July 2021, ICAS commissioned an online survey which was sent to all of our existing ATOs, with the aim of gaining insight in relation to their satisfaction, perspectives, and future needs. ICAS has increased the activities of its listening programme over the last few years, and this survey follows on from research into both our Member priorities and Student priorities.
The survey delivered valuable feedback and highlighted areas for ICAS to address, which will allow us to make evidence-based decisions to improve our ATO experience and services.
What our ATOs told us
Some of the key findings from the survey are outlined below:
- The most important ICAS services to our ATOs are ‘curriculum’, ‘ease of communication with ICAS’ and ‘quality of communication from ICAS’.
- The services with the highest satisfaction are ‘curriculum’, ‘mode of teaching’ and ‘Student time out of office’.
- Areas highlighted as requiring improvement were ‘ease of communication with ICAS’, ‘quality of communication from ICAS’ and ‘administration’.
- Almost half of our ATOs consider a blended learning approach, with a mixture of face to face and online live/online self-directed study, to be their preferred study format for Students.
- Most ATOs indicated that they highly value their status as an ICAS ATO, with 88% citing that they perceive ICAS as being a ‘professional organisation’.
- We also gathered information on the opinion of ATOs in relation to the potential of adding new qualifications to our existing offering.
Acting upon the feedback
To address the findings of this research we are developing an action plan which includes:
- Improving how we communicate with our ATOs through the development of our monthly newsletter content.
- Reducing email response times to within 48 hours to provide a timely and accurate response to questions.
- Building a relationship management strategy to engage more effectively with our ATOs.
- Enhancing the icas.com experience to make the website and Firm Portal easier to navigate.
- Holding quarterly ATO webinars to provide an opportunity to ask questions and gather further feedback.
- Providing additional guidance around the timing of the new TPS Risk and Technology course at the October 2021 ATO briefing, and via future ATO newsletters.
- Additional support with recruitment via our social media platforms, as well as through our vacancies site and careers fairs.
Thanks for your input
ICAS would like to take this opportunity to thank our ATOs for taking the time to get involved with this recent survey and related initiatives. We are grateful for the chance to learn from your valuable feedback and act upon your responses. If you would like to discuss any aspects of the results in more detail, please contact us at firms@icas.com.