Driver and Vehicle Licensing (Hansard, 18 July 1996)

§ Mr. Moss

For 1996–97 the following key performance targets have been set for the agency:

To meet an overall efficiency gain of 2 per cent.
To reduce the unit cost per vehicle excise enforcement case by 0.5 per cent. in real terms compared with 1995–96.
To dispatch 94 per cent. of registration books for new vehicles in 16 working days from receipt.
To dispatch 92 per cent. of refunds of vehicle excise duty in 10 working days from receipt.
To dispatch 93 per cent. of vehicle excise licences in five working days from receipt of postal applications.
To dispatch 93 per cent of duplicate vehicle registration books in six working days from receipt of applications.
To dispatch 93 per cent. of ordinary driving licences in 10 working days of receipt of applications.
To dispatch 96 per cent. of vocational driving licences in 10 working days from receipt of applications.
To dispatch 95 per cent. of provisional driving licences in 10 working days from receipt of applications.
To dispatch substantive replies to 95 per cent. of written inquiries for information from the drivers and vehicles registers in three working days from receipt.
To limit maximum waiting time at local vehicle licensing offices so that 95 per cent. of customers are attended to within 23 minutes during peak periods-the first eight and last two working days of each month—and within 10 minutes at other periods.
To limit the error rate—errors on any item sent out by the agency—to a maximum of 0.5 per cent. of total agency output.