The Standards and Testing Agency plans to “transform” how it engages with schools, but just a quarter of calls to its SATs helpline were answered last year. The agency published its Here’s what we learned… 1. New 鈥榙igital and technology鈥 division The STA said it continued working towards 鈥減roducing digital assessments for the future, developing digital services to deliver our world class assessments to pupils鈥. A new Assessment Digital Data and Technology division (ADDaT) has been launched within STA to 鈥渞eflect our expanding remit鈥. The new division is 鈥渞esponsible for managing the build, maintenance and delivery of the new digital, data and technology services used across STA鈥. 2. Plan to 鈥榯ransform鈥 how schools engage with STA At the moment, digital services that schools use to engage with the STA are provided by 鈥渢hird parties鈥, and the agency 鈥渞elies on older data transfer technologies in its processing鈥. In order to 鈥渋ncrease consistency for users and update STA鈥檚 technology infrastructure鈥, a 鈥渢ransformation programme鈥 has been initiated. The programme will also 鈥渆xplore the potential for the application of digital approaches in our assessments鈥. 3. Helpline targets missed鈥 The STA has a target to answer 90 per cent of helpline calls within 15 seconds. In 2022-23, 42,871 calls were made to national curriculum assessment helpline, of which 26.70 per cent were answered. Of those, 42.29 per cent were answered within 15 seconds. 13,535 calls were made to the marker helpline of which 34.06 per cent were answered. Of those, 57.01 per cent were answered within 15 seconds. During the height of the 2021-22 test season, two-thirds of teachers calling the helpline hung-up after no-one answered the phone. 4. 鈥ut data 鈥榮kewed鈥 by SATs week But the STA said the KPIs for the helpline service last year 鈥渁re skewed by one week of extreme call volumes during test week鈥. The agency has 鈥渕ade extra effort to drive down call volumes and improve training and recruitment of the temporary agents that are needed over this period鈥. Capita has also 鈥渕ade recruitment of temporary agents more robust and improved the quality of training materials鈥. 5. Reading test debate prompted transparency concerns Some leaders complained the 2023 reading test was too difficult. But regulator Ofqual concluded that although it was harder than those set in recent years, there was 鈥渘o evidence鈥 that it 鈥渇ailed to meet its stated purpose鈥. However, the STA said the debate 鈥渉ighlighted that our test development and standards maintenance processes were not as transparent as they should be鈥. The organisation has therefore 鈥渆mbarked on a series of stakeholder engagement sessions to explain these processes and how we ensure that tests are valid and fair鈥. 6. Contractor鈥檚 system error delayed marking The key stage 2 test delivery issues experienced in 2022 were 鈥渓argely resolved in 2023鈥. The bank holiday for King Charles鈥檚 coronation 鈥渞esulted in adjustments to the test timetable and the date of return of results, but these changes went smoothly鈥. But the start of the marking process was delayed 鈥渙wing to an error in the contractor鈥檚 systems such that the first round of preparatory work for marking had to be restarted鈥. However, 鈥渢his was resolved and marking was completed to schedule鈥.聽 7. DfE withholds 拢500k from Capita over data delay Capita is also required to provide 99.9 per cent of “accurate item level data”, which shows how pupils performed in each part of a question to support the maintenance of standards. But STA said the firm did not meet this deadline in 2023 and a “delay credit” of 拢581,842 was withheld from the company’s payment. STA added although the target was missed, “sufficient volumes of data” was provided after a “short delay” to “confidently” maintain standards. 8. 鈥業mprovements鈥 to gateway On the morning of results day, 鈥渟ome schools and teachers reported that they were unable to access their results when the Primary Assessment Gateway (PAG) opened鈥. But by 10.30am, 13,238 primary schools – about 79 per cent – had downloaded their results.聽 The STA said it had been “working with Capita on improvements for the 2024 test cycle”. Improvements this year included a queue system, which unions likened to 鈥渕usic fans struggling to get hold of sought-after concert tickets鈥.聽 9. Print supplier went bust The accounts reveal how Capita鈥檚 test paper printers, Communisis, went into administration in December last year. A new provider, APS Group, was found in 鈥渁 matter of weeks鈥. The STA was monitoring 鈥渃losely鈥 to check printing was on track. 10. Auditors ask for improvements The government internal audit agency rated STA as 鈥渕oderate鈥, which means some improvements are required to 鈥渆nhance the adequacy and effectiveness of the framework of governance, risk management, control and assurance鈥. Recommendations include the STA continuing to request the 鈥渘ecessary pay flexibilities鈥 from the Department for Education to 鈥渟upport effective recruitment and retention of staff in the future digital space鈥.聽