We’ve launched an internal Customer Experience and Modernisation (CX&M) programme, aimed at transforming experiences for customers who interact with the Civil Aviation Authority and use the services we provide.
The Government conducted an Arm's Length Body Review of the CAA in 2022/2023, during which time they collected feedback from stakeholders about the performance and effectiveness of the CAA. A number of recommendations were issued, and the CAA has committed to respond to the ALB review by delivering a significant improvement to many of our major customer-facing services through the CX&M programme.
One of our programme's first initiatives is the MASLO project – which stands for Modernising Aviation Services: Licensing and Oversight.
MASLO
MASLO stands for Modernising Aviation Services: Licensing and Oversight.
Our MASLO project aims to revolutionise how our customers interact with our licensing services. We’ve designed a new digital service called the ‘Manage Personnel Licences’ service, which makes it simple for licence holders and their organisations to manage personnel licences.
We’re committed to delivering a solution that is straightforward, joined up and personal, which saves time and enhances the overall experience.
Our initial focus of the project will be on the following areas:
- Air Traffic Services (ATS) licensing
- Flight Crew Licensing (FCL) for professional pilots
- Flight Crew Licensing (FCL) for private pilots
- Aircraft Maintenance Licensing (AML)
The Manage Personnel Licences service aims to be a single solution for all personnel licensing customers, but we will roll it out to each licensing service area individually as part of this multi-year project.
The project is also developing a Digital Personnel Licence (DPL) which will eventually replace paper licences.
The Manage Personnel Licences Service
The new Manage Personnel Licences service will allow individuals and organisations to apply for, view, and manage licences and certificates online.
- Individual licence holders will be able to apply for, view and manage their own licences and records
- Employers will be able to view and manage their employees’ licences, including making applications on their behalf
- Training organisations will be able to notify the CAA of upcoming training courses and log the outcome of training courses
- Examiners, Instructors and Assessors will be able to record the result of examinations and assessments
- Application tracking will allow individuals and organisations to monitor application progress
- Automated system reminders will flag privileges that are due to expire and notify licence holders and their organisation to support compliance.
Key Information
Timeline for the first ‘Manage Personnel Licences’ service rollout
The new Manage Personnel Licences service is planned to go live for Air Traffic Services (ATS) in Spring 2026.
It will allow individuals and Air Navigation Service Providers (ANSPs) to manage Student Air Traffic Controller and Air Traffic Controller (ATCO) licences online.
It will also include the ability for individuals to manage Radio Operators Certificate of Competence (ROCC) and ROCC examiner authorisations online.
Flight Information Service Officer (FISO) licences will not be included in the first release of the service.
Future rollout to other licence types
Following initial implementation for Air Traffic Services (ATS), the service is expected to expand over the next few years to support commercial pilots, general aviation pilots, and engineers.
Advance notice of upcoming changes
Engagement with impacted stakeholders began in August 2024. Once we have a confirmed launch date, updates will be shared via LinkedIn, Skywise, and the CAA website.
Accessing the new service
The new Manage Personnel Licences service will be accessed through the existing CAA Customer Portal.
Device compatibility – phone, tablet, laptop
The service is being designed for use across multiple devices including desktops, laptops, tablets, and mobile phones.
Requirement for internet access
An internet connection will be required to log into the CAA Customer Portal and access the Manage Personnel Licences service. There will be no offline version.
Timelines
2024
- August – October: Personnel Licensing Discovery
We conducted an 8-week discovery, holding research sessions with a cross section of personnel licensing customers to understand their needs and pain points in the current process. We spoke to 59 customers including airlines, maintenance organisations, Air Navigation Service Providers, and individual licence holders. We also attended the LAA Rally to conduct pop up research with GA pilots.
- October - November: ATS Discovery
We conducted a 6-week deep dive discovery focused on Air Traffic Services, to fully understand challenges and opportunities for improvement in ATS licensing. We conducted further user research with Air Navigation Service Providers, Initial Training Organizations, and individual ATCOs, FISOs and ROCC holders.
- November – March 2025: ATS Alpha
We tested ideas to address the feedback we received during our discovery phases. We built several prototypes for the new digital ATS service and handed these over to our customers. Each month we held user research sessions to test our concepts and iterated them based on feedback. In total we have concluded 4 rounds of extensive user research during this period.
2025
- April – Spring 2026: ATS Beta
We are currently building out the ATS licensing solution from a prototype into the final system, with the aim of rolling out the new service in Spring 2026. We will start engaging with impacted stakeholder in the new year to help prepare for this change.
2026 Onwards
This phased process (discovery, alpha, beta) will be repeated for the remaining licensing services.
How to Get Involved
The CAA is investing in user research to ensure our new licensing service truly meets the needs of our customers. As such, your feedback is crucial and will directly shape the future of our licensing service
Useful Links
- Learn More About the ALB Review
- Contact the MASLO Team at CX@caa.co.uk