§ Ms HodgeTo ask the Secretary of State for Education what performance indicators and performance targets there are for measuring the performance of her 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.
§ Mr. BoswellThe Department has recently completed a review of its procedures for dealing with letters from members of the public. Enhanced performance targets are being set whereby 75 per cent. of all letters from members of the public should be responded to in three weeks and 100 per cent. in four weeks. Appropriate procedures for monitoring these new targets are currently being considered.
Requests for general information are handled by a dedicated public inquiry unit. This unit aims to answer all letters within one week of receipt. In 1994, over 92 per cent. of replies met this target.
The Department's switchboard operators have a target of answering 80 per cent. of calls within 20 seconds and 90 per cent. within 30 seconds. Performance is monitored on a monthly basis through automated call logging software. During 1994, 90 per cent. of calls were answered within 20 seconds, with 92 per cent. being answered within 30 seconds.