HC Deb 02 July 2002 vol 388 c306W
Mr. Mullin

To ask the Secretary of State for Health how many performance targets he has set for his Department; and how many that were included last year have been dropped this year. [642741

Mr. Lammy

The Department is committed to six standards for the delivery of public services to meet the needs of citizens. These standards are called Service First and include:

  1. 1. Answering correspondence (includes letters, faxes and e-mails) within 20 working days;
  2. 2. Seeing callers with an appointment within 10 minutes of that appointment time; and seeing callers without an appointment within 20 minutes;
  3. 3. Answering telephone calls quickly and helpfully within 10 rings;
  4. 4. Provide clear and straightforward information about its services and those of related providers;
  5. 5. Have a complaints procedure; and
  6. 6. Do everything reasonably possible to make its services available to everyone.

We expect these standards to remain in place throughout this year.

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