§ Ms HodgeTo ask the Secretary of State for Employment what performance indicators and performance targets there are for measuring the performance of his Department in(a) answering letters from members of the public and (b) answering telephone calls from members of the public; how performance is monitored; and what are the latest figures for performance measured against the target set. [26239]
§ Miss WiddecombePerformance commitments for responses to inquiries from the public are included in statements of service standards issued by the main providers of services to the public within the Employment Department group. These commitments and the methods of monitoring performance against them vary according to the nature of the service provided. Particular commitments, and the latest available figures for achievement against those commitments, are as follows:
Employment Service
- Commitment: responses to letters within five working days
- Achievement: achieved in 98.7 per cent. of cases
- Commitment: telephone calls answered within 30 seconds
- Achievement: achieved in 99.4 per cent. of cases—in sample survey
Health and Safety Executive
- Commitment: responses to all enquiries or complaints within 10 working days
- Achievement: achieved in 96 per cent. of cases
Redundancy Payments Service
- Commitment: responses to letters within five working days
- Achievement: achieved in 100 per cent. of cases.