The Scottish Government

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Diarmid Campbell-Jack, Rosemary Clapton and Sue Granville, George Street Research
ISBN 0 7559 6345 8 (Web only publication)
This document is also available in pdf format (592k)

Contents

Acknowledgements

Executive Summary

Chapter 1 : Background
1.1 Role of SEERAD
1.2 Service provision to farmers
1.3 Aims and objectives of the research

Chapter 2 : Method and Sample
2.1 Summary of method
2.2 Sampling
2.3 Questionnaire design
2.4 Interviewing process
2.5 Reporting
2.6 Sample profile
2.7 Main role/job title
2.8 Internet access

Chapter 3 : Overall Satisfaction
3.1 Overall satisfaction

Chapter 4 : Importance/Satisfaction with Service Standards
4.1 Importance of service standards
4.2 Importance of service standards (average comparison to previous years)
4.3 Satisfaction with service standards
4.4 Satisfaction with service standards (average comparison to previous years)
4.5 Gaps in importance/satisfaction
4.6 Reasons for dissatisfaction with service elements
4.7 Additional elements of service considered important

Chapter 5 : Contact with SEERAD
5.1 Frequency of contact with SEERAD
5.2 Contact with Pentland House/Saughton House

Chapter 6 : Problems and Concerns
6.1 Nature of problems/concerns raised
6.2 Resolution of problem/concern
6.3 When problem/concern was raised
6.4 Staff response to the problem/concern
6.5 Reasons for dissatisfaction with staff response to the problem/concern

Chapter 7 : Change in Performance
7.1 Change in SEERAD administration of grants and subsidy schemes
7.2 Reasons for 'better' performance
7.3 Reasons for 'worse' performance

Chapter 8 : Agri E-Business
8.1 Access to the Scottish Executive agricultural website
8.2 Usage of Scottish Executive agricultural website
8.3 Reasons for non-usage of Scottish Executive agricultural website
8.4 Satisfaction with obtaining information
8.5 Importance with obtaining information online
8.6 SEERAD Online usage for submitting forms
8.7 Person(s) responsible for submitting forms
8.8 Additional services to be made available through SEERAD Online

Chapter 9 : Forward Strategy for Scottish Agriculture
9.1 Awareness of the Forward Strategy for Scottish Agriculture
9.2 Recollection of keys themes/action points of strategy

Chapter 10 : Additional General Comments
10.1 How SEERAD's processes for payments and inspections can be improved to save time and money
10.2 Additional comments about SEERAD's administration of grants and subsidy schemes

Chapter 11 : Summary and Recommendations

Appendices

Appendix 1 - 2006 Questionnaire
Appendix 2 - Technical Information on Methodology and Sampling
Appendix 3 - Open-ended Responses
Appendix 4 - Comparison of Stated and Derived Importance

Tables
Chapter 2 : Method and Sample
2.1 Sample breakdown
2.2 Profile of respondents
2.3 Main role/job title of respondents
Chapter 3 : Overall Satisfaction
3.1 One specific issue causing dissatisfaction with SEERAD's administration of grants and subsidy claims in 2005
Chapter 4 : Importance/Satisfaction with Service Standards
4.1 Importance of service standards compared last 3 years (average scores)
4.2 Satisfaction with service standards compared last 3 years (average scores)
4.3 Gaps in importance/satisfaction with service standards compared last 3 years (average scores)
4.4 Other important elements of SEERAD's grants and subsidy schemes
Chapter 6 : Problems and Concerns
6.1 What problem/concern related to
6.2 When problem/concern was raised
6.3 Staff response to problem/concern (average scores comparison)
Chapter 7 : Change in Performance
7.1 Reasons for 'better' performance
7.2 Reasons for 'worse' performance
Chapter 8 : Agri E-Business
8.1 Use of Scottish Executive Agricultural website
8.2 Reasons for non-usage of Scottish Executive Agricultural website
8.3 Reasons for not using SEERAD Online
8.4 Person who submitted grant and subsidy forms online in 2005
8.5 Additional services to be made through SEERAD Online
Chapter 9 : Forward Strategy for Scottish Agriculture
9.1 Key themes of Forward Strategy for Agriculture
Chapter 10 : Additional General Comments
10.1 Perceived improvements
10.2 Additional general comments about SEERAD's administration of grants and subsidy schemes in 2005

Charts
Chapter 2 : Method and Sample
2.1 Access to internet
Chapter 3 : Overall Satisfaction
3.1 Overall satisfaction
Chapter 4 : Importance/Satisfaction with Service Standards
4.1 Importance of service standards
4.2 Satisfaction with service standards
4.3 Gaps in importance/satisfaction with service standards based on average score - 2006
Chapter 5 : Contact with SEERAD
5.1 Frequency of contact with SEERAD
5.2 Contact with SEERAD at Pentland house or Saughton House
Chapter 6 : Problems and Concerns
6.1 Problems/concerns formally raised with SEERAD
6.2 Resolution of problem/concern
6.3 Staff response to problem/concern
Chapter 7 : Change in Performance
7.1 Change in SEERAD administration of grants and subsidy schemes
Chapter 8 : Agri E-Business
8.1 Access to the Scottish Executive agricultural website
8.2 Satisfaction with obtaining information sought
8.3 Importance of being able to access information online
8.4 Use of SEERAD online
Chapter 9 : Forward Strategy for Scottish Agriculture
9.1 Awareness of Scottish Executive's Forward Strategy for Scottish Agriculture

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