ITI Articles

The New Zealand Qualifications Authority (NZQA) has just started a survey of its PTE clients, following on from a suggestion by ITI.

ITI started suggesting that NZQA run a satisfaction survey with its clients when it was founded in 2003, based on the philosophy that you improve what you measure. There was no ongoing, comprehensive evaluation by providers of the effectiveness of NZQA auditors and audits. This limited the ability of NZQA and the sector to measure the effectiveness of the audit process.

ITI put up a survey proposal back in September 2004, drawing upon the survey used for some time by Institutes of Technology and Polytechnics Quality. We offered to run the survey ourselves but NZQA took up the challenge.

The trial survey in late 2005 involved 87 providers and the results were considered by the PTE peak body-NZQA Forum. ITI suggested that some straightforward questions be added on NZQA’s adherence to timelines and the value for money of audit processes. These are asked by ITPQ and are normally included in satisfaction surveys. Unfortunately the questions were not added, but on the positive side the survey is now sent to every PTE after an NZQA audit.

The NZQA survey is a good example of co-operation between government agencies and the sector to improve the effectiveness of government processes.