Quarterly KPI Performance 2007-08

Full details of the measures and targets we have set ourselves are listed below, together with our quarterly performance for 2007-08.  For an explanation of the terms used in the KPIs below, please see the Explanation of Terms section.

We are publishing these KPIs as part of our commitment to openness and transparency in the work we do.  We will also publish the outcomes relating to these KPIs in our Annual Reports.  We will review the appropriateness of our KPIs at least annually.  These casework KPIs reflect our focus on improving our service to complainants and listed authorities as far as we can within our resources.  While we are fully committed to moving as quickly as possible towards them and wherever possible we aim to achieve or surpass them, we believe it is important to recognise that KPIs cannot be cast-iron guarantees.

KPI 1 – Initial Consideration
95% of all cases to have a decision on whether or not to progress to detailed consideration within 2 weeks of registration.
This KPI is a measure of our commitment to decide, within 2 weeks of receiving a complaint, whether or not it is a complaint that we may be able to investigate.  In 2007-08 we aimed to achieve this target for 95 out of every 100 complaints determined (95%).

Performance steadily improved and by the second half of 2007-08 we were exceeding this target.  The target is being retained for 2008-09.

KPI 2 – Examination
80% of cases to have completed assessment and examination within 14 weeks of registration.
This KPI is a measure of our commitment to decide, within 14 weeks of receiving a complaint, whether or not the complaint should be investigated.  In 2007-08 we aimed to achieve this target for 80 out of every 100 complaints determined (80%).

Performance steadily improved and by the fourth quarter we were almost meeting this target.  The target is being retained for 2008-09.

KPI 3 – Investigation
60% of investigation cases to be completed within 52 weeks of registration.
This KPI is a measure of our commitment, where we have decided to investigate a complaint, to complete this investigation within 52 weeks of receiving the complaint.  In 2007/08 we aimed to achieve this target in 60 out of every 100 investigation cases (60%).  There will always be a proportion of cases where, for example because of the complexity of the case, the time taken between registration and final determination exceeds 12 months.  In many cases, complainants receive notification of our intended decision well ahead of the target completion date, but further exchanges before the draft report is finalised and published can take a considerable amount of time.
 

Performance steadily improved, although by the end of the year we were still falling considerably short of this target.  This is accounted for by continuing to determine old cases which we carried forward into the year, some of which had already passed the 52 week target.  This effect will continue to be experienced in 2008-09 because we have carried forward some older cases (considerably fewer than in the previous year).

We have considered relaxing this target to reflect the likely performance, given this ‘drag’ effect.  However, we believe that it is right to continue to aim to determine investigations wherever possible within 52 weeks, so this target is also being retained for 2008-09.

Please click here for further information about why, despite our best intentions, we may not always achieve our KPI timescales.