Rate Collection Agency (Hansard, 25 May 2000)

§ Mr. Ingram

For 2000–01, the following performance targets have been set for the RCAOutput To collect 97.55 per cent. (or the 1999–2000 outcome if higher) of the Gross Domestic Collectable Rate (excluding late assessments) by 31 March 2001. To collect 98.80 per cent. (or the 1999–2000 outcome if higher) of the Gross Non-Domestic Collectable Rate (excluding late assessments) by 31 March 2001. Efficiency To achieve a forecast unit cost of £11.56 (representing a 2 per cent. improvement in the real value of the unit cost) for collecting rates per hereditament by 31 March 2001. To achieve a forecast unit cost of £18.54 (representing a 2 per cent. improvement in the real value of the unit cost) for processing Housing Benefit cases by 31 March 2001. Quality of Service To process 98 per cent. of Housing Benefit claims free from error. To achieve an average turnaround time of 28 working days for ¹regular non-annual Housing Benefit applications. To issue all ²eligible rate refunds within 14 days of approval. To achieve by 31 March 2001 a satisfied rating for overall service from at least 75 per cent. of those customers responding to the annual survey. Financial Management To live within budget allocations for 2000–01. ¹Where the Agency is not required to seek any additional information to determine the outcome of the application. ²Where the Agency has all the necessary relevant information to enable the refund to be processed.