Passport services

Performance target metrics for passport services

Data is available for the following months:

March 2010

Performance target metrics for financial year 2008/09 can be found here.

Key

Target met

Target not met

W Year-end total (budgetary targets (unit cost per passport) are measured on an annual basis, as are human resource targets (absence rates and equality/diversity)

n/a Data not available

March 2010

Operation	Month	Year to date
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%	n/a
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	W
To meet Home Office diversity targets	W
To achieve a per capita absence rate of no more than 10.2 days per person	W
52% of IPS posts are filled by internal promotion	W
Staff engagement survey benchmarks favourably with other government departments	W

February 2010

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

January 2010

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

December 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

November 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

Octob er 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

September 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

August 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

July 2009

Operation	Month	Year to date
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	W	W
To increase involvement in, and contribution to, the investigation of serious and organised crime	n/a	n/a
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

June 2009

Operation	Month	Year to date
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	W	W
To increase involvement in, and contribution to, the investigation of serious and organised crime	n/a	n/a
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

May 2009

Operation	Month	Year to date
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	W	W
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	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

April 2009

Operation	Month	Year to date
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	W	W
To increase involvement in, and contribution to, the investigation of serious and organised crime	n/a	n/a
A reduction in data loss incidents across all categories with zero personal data incidents in the higher category	W	W
To meet Home Office diversity targets	W	W
To achieve a per capita absence rate of no more than 10.2 days per person	W	W
52% of IPS posts are filled by internal promotion	W	W
Staff engagement survey benchmarks favourably with other government departments	W	W

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Passport metrics data in xls format (XLS - 38Kb)