How will you know if we have delivered?
We will monitor and report our progress against a series of performance standards agreed with the Secretary of State for Work and Pensions. These will help us and our key stakeholders ensure we deliver our objectives and cover the areas and standards of service that matter most to customers and taxpayers.
Our Performance Standards for 2007/ 08
- Ensure that at least 92 per cent of calls to the DLA/AA Helpline, our national telephone service, are answered first time.
- Ensure that less than one per cent of all calls attempted to the DLA/AA Helpline receive an engaged tone.
- Increase the percentage of customers satisfied with the service provided by DCS to 86 per cent.
- Clear new claims for DLA within an average of 38 or less working days; new claims for AA within an average of 18 days and CA within an average of 13.5 days.
- Achieve an accuracy rate of 90.5 per cent on decisions on claims for DLA.
- Achieve an accuracy rate of 92 per cent on decisions on claims for AA.
- Achieve a financial accuracy rate of 98 per cent on CA.
- Reduce sick absence to eight average working days lost.
- Meet the efficiency challenge by delivering a staffing level of 5,603.
- Reduce the cost of processing benefits to:
- AA/DLA Claim: £164.63
- AA/DLA Load: £7.75
- CA Claim: £76.74
- CA Load: £12.93
- Number of DLA/AA cases referred to the Tribunal Service to be no more than 4.5 per cent of all cases.
- Of the referred cases heard by the Tribunal Service no more than 45 per cent to be overturned.