§ Mr. LeightonTo ask the Secretary of State for Employment to what extent the performance indicator and output measures in use in her Department take account of quality of output and services as distinct from quantity.
§ Mr. Michael ForsythThe Department has a wide range of performance indicators and output measures to support the delivery of its programmes. These include quantitative measures; for example, numbers of people helped; and qualitative measures, for example, national vocational qualifications gained and delivery and speed of benefit payments.
Additionally, under the citizens charter, the Department has developed and published standards which the public can expect of its services. Performance data are already provided on many of the standards and targets set in the ED group's various charter documents.
The Department has also developed customer surveys to measure customer satisfaction levels the results of which are used wherever practicable to inform improvements to the way in which services are delivered.