Summary

• Customers repeatedly say that the length of time we take to make decisions can be damaging to them
• They also say “Tell me NO quicker”. This means they don’t waste time waiting for us, and can pursue other opportunities

Chronology

• As more of each process is digitised, it should speed up decisions but this still remains to be seen.

Variations

In 2020 it takes:

• 22 days for Small Grants
• 32 days for RSA
• 53 days for SMART grants from application to issue of offer

There are also similar insights around how we communicate updates during the waiting period.

Supporting reports and other sources

• Advantage Lab findings

Tags (keywords)

• Wait
• Time
• Grants