Performance Targets (Hansard, 31 March 1999)

§ Mr. Hoon

The following tables set out the key performance targets that the Lord Chancellor has set for, Her Majesty's Land Registry, the Public Record Office, the Public Trust Office and the Court Service for 1999–2000.

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Public Record Office Key Performance Indicators and Targets 1999–2000
Indicator	Target
Management efficiency in running support services and projects.	(a) reduce the level of staff sick absence in 1999 by 4.3%
(b) increase the proportion of invoices paid within thirty days from 97.5% to 99%
2. Quality of Service
The achievement of Charter Standards (a) Charter Standard targets for answering letters, delivering documents to users and reprographic services	Achieve 98.5% against the targets.
(b) User satisfaction surveys	Achieve assessment of 'excellent' on 56% of survey forms returned.
3. Effectiveness
Performance in achieving specified milestones towards strategic objectives in the light of emerging government policies.	(a) increase revenue by 3% against the 1998–99 target
(b) make our lists of records available on the Internet by 31 October
(c) complete and disseminate three quality standards to guide public record bodies on the selection of records in line with the new Acquisition policy

Note:

Full details of the Office's targets are given in its Business Plan, which is available from the Public Record Office.

Public Trust Office Executive Agency Key Performance Targets 1999–2000
Indicator	Target
1. To carry out accounting transactions within target times.	To bring to account at least 99 per cent, of receipts and payments transactions within turnaround targets by volume wrighted performance.
2. To achieve investment targets.	To pay interest on the special rate account at an annual rate at or above the average of the agreed comparator, and to pay at least 75% of that rate on basic rate accounts; to ensure that 92.5% of all funds which have a Dedicated Investment Portfolio' have a formal investment review² at least once a year.
3. To achieve Charter Standards.	To achieve 98% of the 19 Charter Standards of most importance to the Office's users'
4. To meet the unit cost target.	To operate within a unit cost of £198.41.
5. Percentage of full costs recovered.	To ensure that 100% of full costs are recovered.
¹ A Dedicated Investment Portfolio is one which has been constructed to accommodate the specific requirements of the client and has a sufficiency of funds and duration to allow it to be adjusted in line with stockmarket or client circumstances.
² The formal investment review is a full consideration of the overall investment strategy being pursued for a particular portfolio. It is complemented by PTO policies of unitising smaller funds and benchmarking larger portfolios against stock exchange models. The investment media held in the funds are subject to on-going review as company announcements or relevant research material becomes available and actioned at any time.
³ The target includes two new standards for the review of receivership accounts, they are to: complete a review of 80% of receivers' accounts within 12 weeks of receipt; review 80% of the Receiver's accounts within 12 weeks.
These standards will be reviewed on receipt of the Committee of Public Accounts' recommendations on the Comptroller and Auditor General's report 'Protecting the Financial Welfare of People with Mental Incapacity'.

Note:

Fuller details of the Office's performance targets will appear in the PTO Plan, which will be available from the Public Trust Office later in the year.

Court Service Key Performance Indicators and Targets 1999–2000
Indicator	Target
Provide a courteous, reliable and accurate service, relevant information and suitable facilities
KPI 1 the quality of service provided to court users.	83%
Complete all administrative processes promptly
KPI 2 the percentage of administrative work in the civil courts dealt, with within target time	92%
Reduce waiting times for trial or hearing
KPI 3 the percentage of Crown Court cases that commence within target.	78%
KPI 4 average waiting time for Asylum Appeals from receipt at Immigration Appellate Authorities to promulgation of the Adjudicator's decision.	23 weeks

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Court Service Key Performance Indicators and Targets 1999–2000
Indicator	Target
Reduce the cost of the services we provide
KPI 5 the unit cost of a case in the Crown Court.	£2,118
KPI 6 the unit cost of an item of originating process in the civil courts.	£118
Achieve full cost recovery in the civil courts
KPI 7 the percentage of the cost of the civil courts recovered through fees	94%