This year’s National Customer Service Week runs from 7 to 11 October 2024 and is designed to raise awareness of customer service and the vital role it plays. One of the ways RPA gathers feedback on our approach to customer service is by attending shows and events across the country.
If you’re attending a rural show or event come and have a chat with RPA to ask questions, or find out more about the schemes and grants available. Visiting our stand is often the only face-to-face contact that many people have with RPA. For us, being able to meet farmers and agents allows us to gain insight and feedback that we can use to further shape the way we work, or the way we write guidance and design processes.
Importantly, it gives us a greater understanding of your needs – we’re eager to listen and improve. It’s also a chance for us to gain some early insight into how you feel about our existing and future schemes.
When RPA attends a show, the stand often includes screens to show videos, along with tables of leaflets, banners and other information. We’re there to engage with the public and members of the agricultural industry: answering questions, explaining our role in Defra and gathering feedback and ideas to circulate within wider RPA.
By connecting across the agricultural community, we’re able to better understand the needs of the industry, build new relationships and strengthen existing relationships.
You can find out more about past shows, events and read about RPA Ambassadors who often attend shows and auction marts.
Read the RPA blog post, where Sal Drew said; “Personally, I enjoy getting out there meeting people face to face, helping and guiding. But it’s not just farmers and agents. Networking is a big part of being on the RPA stand. We mainly share the stand with Defra when we attend shows and it’s good listening to them, as I’ve learnt so much".
Georgina Ling, from Grants Service added; “Attending a show is a great way to meet farmers and the customers we deal with and be able to better understand their issues and priorities".
6 comments
Comment by Rose Smith posted on
Please make your Countryside Stewardship teams aware of changes to rules that are not published in manuals, guidance or agreements. Two separate advisors have told me that we have to get capital items under a mid tier agreement completed by the end of year 2. Your blog post of 5th January 2023 confirms that the deadline has been extended to the end of year 3: https://ruralpayments.blog.gov.uk/2023/01/05/capital-grants-2023/
Comment by RPA posted on
Hi Rose. Thanks for making us aware. The guidance states that ‘The agreement duration for capital items has increased. For Mid Tier agreements starting from 1 January 2024, you now have 3 years to complete the capital works within your Mid Tier agreement’. I have passed your feedback along to the relevant teams to ensure this update is reiterated.
Comment by Rosemary Smith posted on
Thank you for your response. Please could you make your teams aware that this applies to agreements that began on or after 1st December 2023 too.
Comment by Paul posted on
In regard to 'Customer Service', would it be possible for RPA to publish perhaps a weekly update on the number of:
1. SFI Expressions of Interest submitted
2. SFI Expressions of Interest outstanding
3. SFI applications open
4. SFI applications submitted
5. SFI agreements offered ?
as there seems currently quite a backlog of SFI applications submitted but awaiting agreement offers.
It would also be useful to have regular updates on the average RPA processing times for:
1. CS Capital works applications
2. CS Capital works payment claims
Many thanks,
Paul
Comment by RPA posted on
Hi Paul. Thanks for your feedback - I have passed it along to our insight team for consideration.
Comment by Mrs Denise Seely posted on
I think that customer service would be improved by
1. The first RPA respondent providing an email and phone number to enable a full understanding of the issue. Some problems are caused by the 'clashing' of grants.
2. Providing more initial help line numbers, thus the path to the destination is less complex.
The most difficult part of problem resolution is locating the right person.