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Employee Satisfaction Surveys

NATS has used the research survey data provided by Maven in the management of our IT outsourcing provider, to identify improvements in the training of employees for various applications and design appropriate IT strategies.

Maven provides to NATS effective and high quality project management skills for all research conducted, they demonstrate an excellent understanding of our business and reflect their knowledge in continuous research development. Mavens relationship with NATS over the last 7 years has developed beyond a customer / supplier relationship and extended to a partnering arrangement.

National Air Traffic Services are the UK provider of air traffic control services; they have an excellent reputation as a first class provider of air traffic management. As the world of ATM evolves towards international as well as domestic competition, the mission of NATS is:

In support of NATS goal to achieve this status they set a requirement to ensure understanding of their operational and non-operational staff IS/IT requirements, to understand employee perceptions of how well services are delivered and test service functionality across the organisation. The output of the exercise supports management of NATS IS/IT outsourcing providers, their own internal IS/IT services and determines actions that may be taken to improve services.

From outset Maven worked with the NATS team to gain understanding of the challenges NATS faced and responded with an appropriate research methodology. The research and methodology set out to achieve a number of objectives. Some of these are listed below:

• To determine and prioritise employee expectations of IS/IT services provided by NATS
• To measure employee perceptions of the service they receive against their expectations
• To compare differences between the various groups and location
• To highlight opportunities for service design and introduction, value added provision, best practice and process intervention, to provide a framework for the NATS team to provide and facilitate future improvement

Data collected during each research stage was used to design a questionnaire focussed on the priority issues as identified by the customer (NATS staff), the questionnaire measures IS/IT user satisfaction on an ongoing basis. Monthly reporting highlights priorities and focuses actions for continuous improvement.