2.5.2 - Following the annual review, providers Advice NI External Review Report will be given a report, setting out any remedial action required, the time for compliance and any subsequent checking procedures. 2.5.3 - The external review report may be Advice NI External Review Report made available to funders if required 2.5.4 - The regional advice organisations will Advice NI review standards and compliance annually across their membership and collectively to benchmark quality standards and review processes. 2.6.1 - On a 3 yearly each provider will be TBC DfC responsibility for the Independent Auditors – subject to an external audit by an independent Report body. This will be done on a risk assessed 2.6 - Case basis and will audit internal records to ensure checking that appropriate management of provision has (independent taken place. It will also consider the areas audit) highlighted in annual inspections. If any failings are identified in either, a more in-depth audit will be undertaken. 2.7.1 - Providers should carry out customer Evidence of customer survey satisfaction surveys with a randomly sampled, agreed proportion, of clients on an annual basis. This should be undertaken to a standard format (see notes) 2.7 - Customer 2.7.2 - The results of the client surveys should Customer survey report satisfaction be written up in a standard format and be surveys available for external review 2.7.3 - An action plan to address any failing or Customer survey action plan to address any failings or opportunities identified through the client opportunities survey should be put in and be available for external inspection 2.8 - Client 2.8.1 - An appropriate update or bring forward Diary system Office, Advice Pro, electronic system – outcomes diary system is in place and is proving effective
2.5.2 - Following the annual review, providers will be given a report, setting out any remedial action required, the time for compliance and any subsequent checking procedures. Advice NI External Review Report 2.5.3 - The external review report may be made available to funders if required Advice NI External Review Report 2.5.4 - The regional advice organisations will review standards and compliance annually across their membership and collectively to benchmark quality standards and review processes. Advice NI 2.6 - Case checking (independent audit) 2.6.1 - On a 3 yearly each provider will be subject to an external audit by an independent body. This will be done on a risk assessed basis and will audit internal records to ensure that appropriate management of provision has taken place. It will also consider the areas highlighted in annual inspections. If any failings are identified in either, a more in-depth audit will be undertaken. TBC – DfC responsibility for the Independent Auditors Report 2.7 - Customer satisfaction surveys 2.7.1 - Providers should carry out customer satisfaction surveys with a randomly sampled, agreed proportion, of clients on an annual basis. This should be undertaken to a standard format (see notes) Evidence of customer survey 2.7.2 - The results of the client surveys should be written up in a standard format and be available for external review Customer survey report 2.7.3 - An action plan to address any failing or opportunities identified through the client survey should be put in and be available for external inspection Customer survey action plan to address any failings or opportunities 2.8 - Client outcomes 2.8.1 - An appropriate update or bring forward diary system is in place and is proving effective Diary system – Office, Advice Pro, electronic system