EU Services Directive

The EU Services Directive, which came into force at the end of December 2009, requires each member state to set up a Point of Single Contact (PSC) through which service businesses anywhere in Europe can find information about, and complete, all the formalities required to do business in their state. If licences, registrations or notifications are required, businesses must be able to complete the whole process online, including filling out and submitting application forms, attaching supporting documentation and making their payment. 

BIS had responsibility for implementation of the EU Services Directive in the UK, and commissioned Businesslink to set up the PSC. BIS also worked with local authorities to assist them in providing access to all the required information and online forms for each of their formalities. Local authorities could either provide their own online forms or use the online form service of the PSC. 

Stage 1 of the project started for Socitm Consulting in mid 2008 when we were commissioned to undertake research into the readiness of local authorities to comply with the directive. The study involved a combination of internet research and telephone interviews, looking in detail at a sample of some 34 local authorities in order to get an understanding of:

The findings of this research were used by BIS to inform their implementation of the PSC and engagement work with local authorities during 2009.

Stage 2 of the project spanned most of 2009 and early 2010, and involved Socitm Consulting engaging with local authorities in order to specify and develop a range of standard, national forms for use as online forms on the PSC. 

While some licence application forms are prescribed by legislation or model forms have been developed in the past, in many cases there had previously been no such standard form.   Our remit was to specify standard forms which, as far as possible, would be suitable for use throughout the UK and would meet the wide-ranging needs of different local authorities.  

Following a detailed research exercise, a first draft of the forms was developed, which local authorities were asked to review, and changes were then made as a result of the comments received. Once finalised, a specification for each form was drawn up, and the forms went for development as saveable PDFs. Our consultant then tested and reviewed the PDF forms to ensure they worked well.

Socitm Consulting was responsible for specifying a total of 59 of the local authority forms, which now appear on the PSC, and in so doing, contributed significantly towards standardisation of licence and registration application forms across the UK.

Stage 3 – with the deadline for compliance looming, in the second half of 2009 Socitm Learning, the training arm of Socitm Consulting was commissioned by BIS to deliver a series of training courses on implementation of the EU Services Directive by local authorities.

We developed all the necessary course materials for the courses, which aimed to highlight what each authority needed to do to comply with the Directive and what support was available. The courses were designed specifically for managers and supervisors responsible for the day-to-day running of business regulatory and licensing activities and were successfully delivered to over 730 people.

We followed up the courses with feedback sessions to the BIS team to help focus their support tools to areas of concern or difficulty. We also ran workshops for smaller local authorities who created their solution as part of their shared services strategy. Using our long-standing experience and unique knowledge of local authorities, we were able to help ensure all the right people were involved to carry out the steps towards compliance.

Stage 4 – in early 2010 Socitm Insight (which undertakes the annual Better Connected survey) was commissioned to undertake a special survey of local authority (and other competent authority) websites in order to assess progress in implementing the EU Services Directive. The survey, which covered a total of 540 websites, including all 433 local authority websites, was carried out in April/May. For local authorities it involved assessing website coverage of five services which they generally regulate plus four more general features related to the directive.

Despite all the support which has been provided, the results of this survey revealed that implementation of the directive has so far been patchy – less than a quarter of websites were rated as satisfactory (18%) or very good (5%), and the results suggest that in just 21% of cases will businesses wishing to make an application find an online form. 

For a minority of authorities, our findings indicate that little or no effort has yet been made to comply with the directive (perhaps due to a lack of awareness, commitment or resources), while for many others there has been a lack of consistent implementation across the organisation or a lack of attention to the customer journey on the website. 

Socitm Consulting’s Consulting Manager Doug Maclean commented: “These projects formed part of a well-planned campaign by a central government department to bring local authorities up to speed with new legislation and best practice. We are very pleased that our expertise in communicating with local authorities across the UK and reinforcing best practice at all levels has been recognised by BIS.”

Craig Belsham, PSC Project Head of Delivery, from BIS commented “SOCITM were well versed in the workings of local authorities and trusted and objective commentators. Their role was instrumental in the delivery of a viable Point of Single Contact for both business and regulators and I am very pleased with their work and contribution.”

Project Identification:

Client Organisation:   Department for Business, Innovation and Skills

Lead Consultant: Joanna Gilliatt

Project Nos: 6371/7242/7060