The indicative target out-turns are given below
and are subject to validation before publication.
Target 1. Average waiting time for an
appeal to be heard of no more than 14 weeks from the time of receipt
in the Appeals Service.
Achieved. Average waiting time achieved
was 13.6 weeks.
Target 2. No more than 10 per cent of
cases to be outstanding for more than 26 weeks.
Not achieved. The percentage over
six months old was 19 per cent.
Target 3. To reduce avoidable adjournments
by 25 per cent.
Not fully achieved. A reduction of
10 per cent was achieved. However, it should be noted that only
15 per cent of all adjournments are due to administrative error;
and adjournments due to administrative error affect only 2 per
cent of those cases which are listed for hearing.
Target 4. To publish a service first
statement, put in place arrangements to collect information on
performance against the new measures and meet the published standards.
We published a service first statement which
set out the standards which our customers can expect in a range
of areas including notice of hearing, payment of expenses and
responding to correspondence. Throughout the year, mechanisms
for collecting data on these targets have been developedthis
data is still being collated and will be published in the Annual
Target 5. To put in place monitoring
systems to allow a secretary of state target for customer satisfaction
to be set by April 2001.
The first national survey of customers was carried
out at the end of 2000 and a related target has been set for 2001-02.
Target 6. By March 2001, work with others
in the department to develop, pilot and evaluate new ways of measuring
staff perception of the organisation to improve satisfaction and
A staff perception survey encompassing all members
of staff was carried out.
Target 7. To lead and manage people effectively
through specified measures and contribute to the reduction in
public sector sick absence by reducing absences by 10 per cent
from 1998 PSA baseline levels by December 2000.
Achieved. By December 2000, we had
reduced the sickness absence rate from our baseline of 6 per cent
(13 days per head) to 4.6 per cent (10.4 days per head)a
reduction of 20 per cent.