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Target Metrics 2008/09

IPS performance data

The tables in the links below show IPS' performance against its Key Performance Indicators (KPIs).

 

March 2009

February 2009

January 2009

December 2008

November 2008

October 2008

September 2008

August 2008

July 2008

June 2008

May 2008

April 2008

 

March 2009

Operational
End of year March 2009             
Performance Metric Target Actual
To deliver 99.5% of straightforward online, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 100%
General correspondence at 99%

To see 95% of callers within 20 minutes of their appointment time

 95% 99%

To achieve a customer satisfaction rating of at least 95%

 95% 98.5%
To reduce our level of undetected application fraud to below 0.08% of passport applications
 0.08% 0.07%

Certificates within set deadlines
90%		 94%

To achieve a unit cost for passports of no more than £68.49

 £68.49 £68.85
To ensure a sick absence rate of no more than 10.5 days per person per year (0.88 days per month) 10.5 days per year 10.5 days
To achieve employment targets for women, BME and disabled people as agreed with the Home Office Collated from subsidiary Performance Indicators Not met

 

February 2009

Operational
YTD February 2009
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 99%
General correspondence at 100%
To achieve a unit cost for passports of no more than £68.49 68.49 See note
To ensure a sick absence rate of no more than 10.5 days per person per year (0.88 days per month) 10.5 days per year (YTD Target 8.75 days) See note
To achieve employment targets for women, BME and disabled people as agreed with the Home Office Collated from subsidiary Performance Indicators See note

Note: Budgetary targets (unit cost per passport) are measured on an annual basis, as are human resource targets (absence rates and equality/diversity).

General Register Office
YTD February 2009
Performance Metric Target Actual
Certificates produced within set deadlines 90% 93.35%

 

January 2009

Operational
YTD January 2009
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 100%
General correspondence at 100%
To achieve a customer satisfaction rating of at least 95% 95% Result at 99% (applications received between 23rd June - 18th July).
To see 95% of callers within 20 minutes of their appointment time 95% 99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.06%


General Register Office
YTD January 2009
Performance Metric Target Actual
Certificates produced within set deadlines 90% 93%

 

December 2008

Operational
YTD December 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 99.9%

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators General email response at 100%
General correspondence at 99%
To achieve a customer satisfaction rating of at least 95% 95% Result at 99% (applications received between 23rd June - 18th July).
To see 95% of callers within 20 minutes of their appointment time 95% 99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.07%

General Register Office
YTD December 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 88%

 

November 2008

Operational
YTD November 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 95% Target Met100%

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators Target MetGeneral email response at 100%
Target MetGeneral correspondence at 99%
To achieve a customer satisfaction rating of at least 95% 95% Target MetResult at 99% (applications received between 23rd June - 18th July). No future survey date available.
To see 95% of callers within 20 minutes of their appointment time 95% Target Met99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% Target Met 0.04%


General Register Office
YTD November 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% Target Met91.0%

 

October 2008

Operational
YTD October 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 95% 100%

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators General email response at 100%
General correspondence at 98%
To achieve a customer satisfaction rating of at least 95% 95% Result at 99% (applications received between 23rd June - 18th July). No survey undertaken in October.
To see 95% of callers within 20 minutes of their appointment time 95% 99.0%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.06%


General Register Office
YTD October 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 89.0%

 

September 2008

Operational
YTD September 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 99.9%*

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators General Correspondence at 98%
Email response at 100%
To achieve a customer satisfaction rating of at least 95% 95% 99% (applications received between 23rd June to 18th July 2008)
To see 95% of callers within 20 minutes of their appointment time 95% 99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% No figures available due to system upgrade


General Register Office
YTD September 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 92%

 

August 2008

Operational
YTD August 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 95% Target Met99.9%

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators Target MetGeneral email response at 100%
Target MetGeneral correspondence at 98%
To achieve a customer satisfaction rating of at least 95% 95% Target MetAugust's results at 99% (applications received between 23rd June - 18th July).
To see 95% of callers within 20 minutes of their appointment time 95% Target Met99.0%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09%  Target Not Met0.093%


General Register Office
YTD August 2008
Performance Metric Target Actual
Certificates produced within set deadlines 92% Target Not Met85.0%

 

July 2008

Operational
YTD July 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward online, partner and postal applications within 10 working days 95% 100%

Provide responses to correspondence and request for information in line with published service standards

Collated from subsidiary Performance Indicators General email response at 100%
General correspondence below target at 98%
To achieve a customer satisfaction rating of at least 95% 95% No survey undertaken in July. Results from next survey expected mid to end September.
To see 95% of callers within 20 minutes of their appointment time 95% 98.9%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.12%


General Register Office
YTD July 2008
Performance Metric Target Actual
Certificates produced within set deadlines 92% 81.5%

 

 

June 2008

Operational
YTD June 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 100%
General correspondence below target at 96.72%
To achieve a customer satisfaction rating of at least 95% 95% No survey undertaken by June. Results from next survey expected mid to end August.
To see 95% of callers within 20 minutes of their appointment time 95% 99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.10%

 

General Register Office
YTD June 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 75.5%

 

May 2008

Operational
YTD May 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward online, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 100%
General correspondence below target at 96.91%
To achieve a customer satisfaction rating of at least 95% 95% No survey undertaken in May. Next survey expected in June. This is dependent on samples from our partner SIS.
To see 95% of callers within 20 minutes of their appointment time 95% 99%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% 0.13%


General Register Office
YTD May 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 64.5%

 

April 2008

Operational
April 2008
Performance Metric Target Actual
To deliver 99.5% of straightforward on-line, partner and postal applications within 10 working days 99.5% 100%

Provide responses to correspondence and request for information in line with published service standards

 Collated from subsidiary Performance Indicators General email response at 100%
General correspondence below target at 93.81%
To achieve a customer satisfaction rating of at least 95% 95% No survey undertaken in April.
To see 95% of callers within 20 minutes of their appointment time 95% 99.27%
To reduce our level of undetected application fraud to below 0.09% of passport applications 0.09% No data received.


General Register Office
April 2008
Performance Metric Target Actual
Certificates produced within set deadlines 90% 43.0%


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