The Customer Experience Modernisation (CX&M) Programme represents the Civil Aviation Authority’s commitment to enhancing the experiences for all who interact with our services. This aligns with our vision to provide a customer experience that is straightforward, joined up, and personal, while supporting our role as an enabling regulator.
CXM programme principles
We act as one
We are one CAA. We collaborate to deliver a joined-up experience across the customer journey. We show our value and learn continuously.
We build relationships
We know our customers. We know that our interactions build relationships – whether human or digital.
We create trust
We are consistent and transparent. We show how expertise, evidence, and empathy guide our decisions.
We take responsibility
We focus on outcomes and complete customer journeys, without dead ends. We act decisively and proactively. We respect and support customers, even when we take enforcement action.
We make the complex simpler
We give people the information that is right for them, in a way they understand. We remove unnecessary barriers, simplify our processes and only ask for what is necessary.
Programme overview
The CX&M Programme will: respond to feedback from stakeholders, address recommendations from the 2022/2023 ALB Review, and transform key customer-facing services across the CAA. It aims to modernise and streamline processes while maintaining our high regulatory standards.
Initial focus areas
The CXM Programme will launch alongside existing initiatives, such as Strategy & Approach and the MASLO project, which is modernising key licensing services.
Key focus areas for CX&M include:
- Enhancing digital tools and platforms for better customer interactions.
- Ensuring consistency and clarity in customer communications.
- Improving customer support for regulatory processes and services.
- Building the foundations for colleagues to help deliver our regulatory services, including upskilling, thinking with customer mindsets and behaviours, a customer centric culture and measuring & reporting.
How to get involved
There will be opportunities later this year for stakeholders to engage directly with various elements of the Programme. Look out for more information coming soon
For further details or queries, contact the CX&M Team: CX@caa.co.uk
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