Select Committee on Defence Appendices to the Minutes of Evidence



ANNEX 1

WPA MANAGEMENT TARGETS TO 30 SEPTEMBER 2001

To issue decisions on claims to war pensions within an average of 90 working days.

72 days

To issue decisions on widows claims within an average of 36 working days.

24 days

To acknowledge at least 95 per cent of written enquiries and complaints within five working days.

98 per cent

To respond to at least 95 per cent written enquiries and complaints within 10 working days.

99 per cent

To respond to at least 95 per cent of Chief Executive correspondence within 20 working days of a request.

99 per cent

To answer calls to the WPA Helpline within an average of 20 seconds.

17 seconds

To attend to at least 95 per cent of visitors within 10 minutes of arrival/appointment.

100 per cent

To visit at least 95 per cent of recently bereaved war widows within 15 days of a request.

100 per cent

For 94 per cent of all claims to meet the accuracy criteria.

98 per cent

To reduce the average time it takes an appeal to pass through the war pensions appeals process. By 31 March 2002 the average time should reduce by 10 per cent from 2000-01 *565 days baseline level (stage4 End-End).

465 days

* 10 per cent reduction is equivalent to 57 days overall, achievement should be 508 days or less by March 2002.

 

Lord Chancellors Department target
To clear appeals to war pensions by 31 March 2002 within an average of 300 days at stage 2 of the process.

329 days

To clear appeals to war pension within an average of 195 working days at stage 1 of the process.

126 days

To clear appeals to war pension within an average of 15 working days at stage 3 of the process.

10 days

 


 
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