DVLA, Vehicle Inspectorate and Vehicle Certification Agency: Targets (Hansard, 30 April 1998)

§ Baroness Hayman

The key targets below have been set for the agencies. They are included in the agencies' business plans, which include management objectives, performance indicators and key tasks, where appropriate to the agencies' business. Copies of the business plans will be placed in the Library in due course.

The key targets for the Driver and Vehicle Licensing Agency are to:

make an efficiency gain (on the basis of an overall efficiency index) of 2.5 per cent;

to recover, through penalties and duty from licensing, at least £2.90 for every £1.00 full cost spent by DVLA on vehicle excise duty enforcement;

deliver 95 per cent. of ordinary driving licences to customers within 10 working days, 95 per cent. of vocational driving licences within nine working days, and 95 per cent. of first provisional driving licences within nine working days;

deliver 95 per cent. of registration documents for new vehicles within 12 days, and 95 per cent. of changes to vehicle registration documents within 13 days;

deliver answers to 96 per cent. of written enquiries within eight working days, and to answer 92 per cent. of telephone enquiries within 30 seconds;

ensure that at least 98 per cent. of driving licences, 98 per cent. of registration documents for new vehicles, and 97 per cent. of changes to registration documents, are issued without a DVLA induced error.

The key targets for the Vehicle Inspectorate are to:

meet the requirements on levels and types of activity laid down in the memorandum of agreement on each road enforcement transport scheme;

meet the quality and general effectiveness levels as specified in the business plan measures;

improve customer service by extending the range of structured interviews and surveys, acting on the results and devising satisfaction indices;

achieve an efficiency target (on the basis of an aggregated cost efficiency index) of 0 per cent;

break even while achieving an average 6 per cent. rate of return on capital, over the period 1 April 1998 to 31 March 2003;

improve staff awareness and satisfaction as measured through the annual survey;

secure the long-term development of the organisation, in the context of the DVO Review, through the implementation of an information

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systems strategy and progression of the MOT computerisation project.

The key targets for the Vehicle Certification Agency are to:

achieve break-even or better on the commercial accounts whilst achieving at least a 6 per cent. rate of return on capital employed;

ensure that at least 98 per cent. of approval certificates are issued error free;

ensure that at least 98 per cent. of invoices are issued error free;

audit at least 50 per cent. of VCA's approved type-approval procedures and 100 per cent. of the management system certification procedures, with all major non-compliances found having corrective action plans agreed within 30 working days at the most, with those plans being completed within the specified time.