Target Metrics 2008/09
IPS performance data
The tables in the links below show IPS' performance against its Key Performance Indicators (KPIs).
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 |
|
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% | 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 achieve a customer satisfaction rating of at least 95% | 95% | Result 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% | 99% |
| To reduce our level of undetected application fraud to below 0.09% of passport applications | 0.09% | 0.04% |
|
General Register Office |
YTD November 2008
|
|
|---|---|---|
| Performance Metric | Target | Actual |
| Certificates produced within set deadlines | 90% | 91.0% |
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% | 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 98% |
| To achieve a customer satisfaction rating of at least 95% | 95% | August's results at 99% (applications received between 23rd June - 18th July). |
| 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% | 0.093% |
|
General Register Office |
YTD August 2008
|
|
|---|---|---|
| Performance Metric | Target | Actual |
| Certificates produced within set deadlines | 92% | 85.0% |
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% |
Back to top
