Our targets

IPS' performance is measured against public indicators which can be viewed here

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

To answer 90% of telephone calls within 30 seconds
To reduce the level of undetected application fraud to below 0.08% of passport applications
To deliver 99.5% of straightforward partner, postal and online applications within 10 working days
To see 95% of personal callers within 20 minutes of their appointment time
To achieve a customer satisfaction rating of at least 95%
To provide responses to correspondence and requests for information in line with published service standards
To achieve a unit cost for passports of no more than £71.50
To increase involvement in, and contribution to, the investigation of serious and organised crime
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category
To meet Home Office diversity targets
To achieve a per capita absence rate of no more than 10.2 days per person
52% of IPS posts are filled by internal promotion
Staff engagement survey benchmarks favourably with other government departments
Click here for tables assessing IPS' performance against its KPIs for passport services

To deliver 99.5% of straightforward properly completed ID card applications in 10 working days
To track the level of support for the National Identity Service
Living within the Home Office budget envelope for the National Identity Service
To prepare secondary legislation for enablement of the identity card launch
To increase involvement in, and contribution to, the investigation of serious and organised crime
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category
To meet Home Office diversity targets
To achieve a per capita absence rate of no more than 10.2 days per person
52% of IPS posts are filled by internal promotion
Staff engagement survey benchmarks favourably with other government departments
Click here for tables assessing IPS' performance against its KPIs for the National Identity Service

To produce 90% of vital event certificates requested within 10 days
To achieve a unit cost for certificates of no more than £8.21
To increase involvement in, and contribution to, the investigation of serious and organised crime
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category
To meet Home Office diversity targets
To achieve a per capita absence rate of no more than 10.2 days per person
52% of IPS posts are filled by internal promotion
Staff engagement survey benchmarks favourably with other government departments
Click here for tables assessing IPS' performance against its KPIs for the General Register Office (certificate services)