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Public Guardianship Office: Key Performance Targets
The Parliamentary Under-Secretary of State, Department for Constitutional Affairs (Baroness Ashton of Upholland): The following list sets out the key performance targets that have been set for the Public Guardianship Office for 2006–07.
KPI 1: To increase the satisfaction of its customers in the delivery of its services as measured by customer surveys throughout the year.
to achieve an overall satisfaction rating of 75 per cent; and
to reduce dissatisfaction among each of the PGO's different customer groups (lay, local authority and professional receivers, and EPA attorneys) by 10 per cent.
KPI 2: To increase the proportion of effective visits by the Lord Chancellor's visitors.
(a) To achieve 80 per cent effective visits over the year. An effective visit is one where: i. the visit is carried out within six months of the request being made; and ii. recommended action is initiated within one calendar month of the visit.
Visits are made to clients according to the following criteria:
(b) To visit all new clients within six months of the order appointing the receiver being sent and to initiate any necessary action arising from the visit within one calendar month.
(c) To visit 10 per cent of clients within 12 to 18 months of a short order direction.
(d) To undertake visits to existing clients as follows:
i. 10 per cent of clients within 18 months of a case transfer direction;
- ii. annually where the chief executive of the PGO is the receiver;
1,10.25,11.25>iii. a repeat visit after three years where the receiver is still in place;
iv. a repeat visit when necessary based on recommendations made by a Lord Chancellor's visitor; and
1,10.25,11.25>v. other visits as directed by the court of protection or requested by the PGO.
In total, the PGO anticipates that these criteria will result in approximately 9,500 visits.
KPI 3: To maintain an effective system to collect and review accounts, and use this process to review the case management regime to ensure that it is meeting the needs of each customer and client.
To collect 60 per cent of accounts, in all cases where an account is properly due, within two calendar months of the accounting end date; 85 per cent within four calendar months of the accounting end date; and 95 per cent within six calendar months of the accounting end date.
To complete the review of, or to have requested further information for, 10 per cent of accounts within 20 working days of receipt.
To complete the review of 75 per cent of furthered-on accounts (that is, those where further information is needed) within 30 working days of the request for additional information.
No case will have two accounts outstanding unless the Court of Protection has directed otherwise.
KPI 4: To deliver an improved service to clients.
80 per cent of correspondence within 10 working days of receipt; and 98 per cent of correspondence within 15 working days of receipt.
(b) To work with receivers to ensure they have access to funds to support the client for a year at a time. Where requests for release of funds are made over and above this, PGO will give directions to the Court Funds Office (CFO), or dispatch directions to the receiver within five working days in 80 per cent of cases and within 10 working days in 95 per cent of cases; or explain why it cannot release funds.
(c) Providing it has all the appropriate forms and information required in support of an application, PGO will list a case for hearing and notify the applicant within 10 working days in 95 per cent of cases.
(d) The hearing date will be within 35 working days of the date the hearing was listed in 95 per cent of cases.
(e) After the hearing, PGO will notify applicants of the outcome of the hearing and request any further information the court requires within five working days in 95 per cent of cases.
(f) PGO will issue orders within 10 working days in 95 per cent of cases where all information and documents have been received.
(g) Where a client dies and PGO has a complete application for final directions, PGO will prepare and dispatch directions to transfer assets to personal representatives within 15 working days in 80 per cent of cases and within 20 working days in 98 per cent of cases.
(h) PGO will register and return 98 per cent of correctly lodged EPAs, where there are no objections, within five working days of the end of the statutory waiting period.
(i) PGO will ensure that in at least 98 per cent of cases, orders will not be returned because of errors.
Case Transfer to Short Order Regime
(j) In 85 per cent of cases identified for consideration for a short order regime, the case will be referred to the court of protection within 15 working days for a decision to be made.
(k) Where the court directs a transfer, initiating action will be effected within 10 days of the decision in 95 per cent of cases.
KPI 5: To demonstrate improvements in efficiency in value for money terms by meeting unit cost targets for undertaking each case in each of the main business streams as follows:
Enduring Powers of Attorney: £114 per case;
Appointing and Supervising Receivers: £580 per case.
Transport: Greater London Authority Grant
Lord Davies of Oldham: My honourable friend the Parliamentary Under-Secretary of State for Transport (Derek Twigg) has made the following Ministerial Statement.
The Greater London Authority transport grant for 2006–07 has today been determined by the Secretary of State for Transport at £2,389 million, following consultation with the Mayor of London. This is a block grant provided by the Government to Transport for London to support and improve transport services in London, including London Underground. This grant determination is based on the Government's five-year settlement for TfL which was announced in July 2004, and includes the residual £6 million which is
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the department's remaining share of the original £154 million development budget for Crossrail.
The Greater London Authority Transport Grant for 2005–06 has also been re-determined by the Secretary of State for Transport at £2,180.468 million. This re-determination increases the Government's grant this year to TfL by £19.453 million, and primarily reflects my department's contribution to Crossrail costs in 2005–06, additional funding for TfL's urban bus challenge projects in 2005–06, and the residual balance of the SRA's budget for the East London Line extension from 2004–05.
Tribunals Service: Performance Targets
The Secretary of State for Constitutional Affairs and Lord Chancellor (Lord Falconer of Thoroton): On 1 April 2006, I will launch the Tribunals Service. The new agency brings together the tribunals already administered by DCA with five others from across central government. It is the culmination of a major programme of work that has involved extensive engagement with tribunals, other government departments and stakeholders to ensure a seamless transition and minimal disruption to users. The formation of the agency is the first major shake up of the UK tribunals system for over 50 years and will ensure the manifest independence of the tribunals from those whose decisions they are reviewing.
The Tribunals Service will work to make the whole system of administrative justice more efficient, effective and accessible for users. Over time, it will test a range of methods of dispute resolution to create a service that ensures the public can get their problems addressed by the most suitable means.
The following table sets out the key performance targets which I have set for the Tribunals Service for 2006–07.
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Copies of the Tribunals Service framework document and the business plan for 2006–07 have been placed in the Libraries of both Houses.
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