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 want to create a fully digital, end-to-end licensing process, that 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)
- Flight Crew Licensing (FCL) for professional pilots
- Flight Crew Licensing (FCL) for private pilots
- Aircraft Maintenance Licensing (AML)
We aim to design a single solution for all personnel licensing customers but will roll it out to each licensing service area individually over a four year period.
Key Information
Timeline for the ‘Manage Personnel Licences’ service rollout
The new digital licensing service, called Manage Personnel Licences, is planned to go live for Air Traffic Services (ATS) at the end of 2025. It will allow individuals and organisations to apply for, view, and manage Air Traffic Controller (ATCO) and Flight Information Service Officer (FISO) licences and Radio Operators Certificate of Competence (ROCC) certificates online.
Future rollout to other licence types
Following initial implementation for Air Traffic Services (ATS), the service is expected to expand in future 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.
- 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 – end of 2025: 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 towards the end of 2025. We will start engaging with impacted stakeholder in the Spring to help prepare for this change. We will also be conducting usability testing of the final product with customers before going live, so we encourage interested stakeholders to sign up for our user research.
2026 Onwards
This phased process (discovery, alpha, beta) will be repeated for the remaining licensing services, with the full program completing in four years.
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
- Sign up for user research: Register to participate in upcoming sessions and share your insights.
Register for Research Opportunities
Progress Updates
Stay informed about MASLO's developments:
Current Status:
MASLO is currently in the ATS Beta phase of the project, running from April to end of 2025. This phase focuses on building, testing and rolling out of the new ATS licensing service.
Useful Links
- Contact the MASLO Team at CX@caa.co.uk