HL Deb 21 July 1998 vol 592 cc85-6WA
Lord Peston

asked Her Majesty's Government:

How the United Kingdom Passport Agency performed against its targets in 1997–98, and what performance targets they have set for the agency in 1998–99. [HL2964]

Lord Williams of Mostyn

The United Kingdom Passport Agency performed very well in 1997–98. With demand 28 per cent. above forecast, it did not meet its target for processing properly completed and straightforward applications within a maximum of ten working days. But customers' travel needs were met on most occasions, and customer satisfaction remained very high.

The Passport Agency's financial target was to secure efficiency savings of 11.1 per cent. in the three year period 1995–96 to 1997–98 equivalent to £11.32 per passport service provided. The latest indications are that the agency has achieved a unit cost of £9.90, which represents an efficiency saving of 10.3 per cent. for the year, and nearly 25 per cent. for the three-year period. 1998–99 will be a transitional and difficult year for the agency, as it manages the introduction of new passport issuing arrangements and a more secure British passport from October 1998. Nevertheless, we expect the agency to maintain a high standard of service throughout the year.

We have set the agency the following targets, which take account of the special circumstances that apply in 1998–99, and the cost of the new arrangements:

  • To process properly completed straightforward applications within a maximum of 15 working days in April, and ten working days for the remainder of the year.
  • In seeking to meet this target, the agency will give priority to customers' travel needs, aiming to meet declared travel dates for at least 99.99 per cent. of passports issued.
  • To achieve an accrued unit cost of £12 per passport service provided.

The Chief Executive will remain directly accountable to my honourable friend, the Parliamentary Under-Secretary of State (Mr. Mike O'Brien) for the performance of the Passport Agency. An advisory board, including two private sector members with experience of delivering services to the public, will continue to provide my honourable friend with an independent assessment of the agency's performance.