Our performance standards for 2006-2007
Disability and Carers Service agrees with Secretary of State and Ministers performance standards for certain key activities. To support the departmental objectives, and our drive to improving our customer service, the accuracy of our decisions and our efficiency, our targets for 2006-07 cover a wider range of the work that we do, especially the standards of service that matter most to our customers.
Our progress against the following in-year standards is reported to Ministers:
- Ensure that for the period 1 April 2006 to 30 September 2006 at least 90% of calls to the DLA/AA Helpline, our national telephone service, are answered first time and from 1 October 2006 ensure that at least 92% of calls are answered first time.
- Ensure that less than 1% of all calls attempted to the DLA/AA Helpline receive an engaged tone / automated message.
- Increase the percentage of customers satisfied with the service provided by Disability and Carers Service to 85%, an increase of 2% above the 2005 Customer Satisfaction Survey.
- Clear new claims for Disability Living Allowance within an average of 39 working days, new claims for Attendance Allowance within an average of 19 days and Carer’s Allowance within an average of 15 working days.
- Achieve an accuracy rate of 90% on decisions on claims for Disability Living Allowance and 92% for Attendance Allowance.
- Achieve a financial accuracy rate of 98% on Carer’s Allowance payments.
- Reduce sick absence to 8 average working days lost.
- Meet the efficiency challenge by delivering a staffing level of 6038.
- Reduce the cost of processing benefits to:
- AA / DLA Claims £164.92
- AA / DLA Live Load £8.64
- CA Claims £97.93
- CA Live Load £8.69
In addition to the standards above, we will be expected to deliver all our service, quality and efficiency standards summarised elsewhere in this plan.