I have set the following key targets for the agencies:
The key targets for the Driving Standards Agency are:
Contribute to a 40 per cent. reduction in riders and drivers killed or seriously injured in road accidents in the age group up to age 24 years by 2010, compared with the average for 1994–98.
Further expand and develop our programme of pre-driver education to deliver 4,500 presentations to 17 to 19-year-olds in schools, colleges and other institutions, such as the Ministry of Defence, subject to continued funding by DTLR.
90 per cent. of all customers to be satisfied with the overall level of service received from the agency.
95 per cent. of all candidates to have obtained a theory test appointment at their preferred test centre within two weeks of their preferred date.
The national average practical car test waiting time will be no more than six weeks.
Keep 99.5 per cent. of practical test appointments that are in place two days prior to the test appointment.
Following routing by call handling system, 90 per cent. of calls to theory test and practical test booking offices will be answered by a human voice in no more than 20 seconds.
Introduce a mandatory development route for all new managers in DSA. Review skill levels of existing managers against this new training framework, ensuring that 50 per cent. of all managers have completed this assessment by March 2003.
Use examiner resource efficiently by achieving an average examiner utilisation for car practical tests of 80 per cent.
Reduce sick absence to 5 per cent. by December 2002.
Achieve a 2.6 per cent. return on capital employed in 2002–03.
Increase the basket of fees by 1.7 per cent. within the cumulative RPI target.
The key targets for the Driver and Vehicle Licensing Agency are:
To achieve a 2.5 per cent. efficiency gain.
To complete 95 per cent. of new vehicle registrations and changes to a registration document transactions in 12 days.
To complete 95 per cent. of vehicle excise duty (VED) refunds in 30 working days.
To complete 95 per cent. of ordinary driving licence transactions in 10 working days.
To complete 95 per cent. of vocational and provisional driving licence transactions in eight working days.
To complete 95 per cent. of cherished transfer transactions in seven working days.
To deliver 95 per cent. of written replies to queries in seven working days.
To answer 95 per cent. of telephone calls in 30 seconds.
To answer 95 per cent. of e-mail inquiries within three working days.
To have lines available to the call centre during 96 per cent. of working hours.
To produce 97.5 per cent. of new vehicle registration documents, changes to registration documents and driving licences without agency induced errors.
To complete 720,00 VED enforcement cases.
The key targets for the Vehicle Certification Agency are:
To achieve at least break even on the operating surplus.
To have at least 98 per cent. of approval certificates issued error free.
To achieve a score of at least 18 on the quality and service matrix.
To ensure that the figure for average debtor days is 60 calendar days or less.
To ensure that invoices for Management System Certification work are issued within an average of 25 working days after completion of the chargeable work.
To establish by March 2003 a new, regularly monitored customer satisfaction index with a benchmark score.
The key targets for the Vehicle Inspectorate are:
To deliver against an effectiveness and quality improvement programme.
To deliver effective road safety and environmental standards activity as agreed with DTLR.
To break even year on year and achieve a 6 per cent. real rate of return on capital, over the period
To increase value for money.
To improve performance management across the business.
To secure the long term development of the organisation.
These key targets are under-pinned by further detailed delivery targets.