How can we set and meet high standards?
A major improvement in passport services
The UK Passport Service (UKPS) has demonstrated, through its exceptional
performance during the busy Spring/Summer seasons of 2000 and 2001 that it
has recovered from the 1999 crisis when delays in processing reached a
record high.
The UKPS pioneered new standards of customer service with extended opening
hours and the introduction of an appointments system at its public caller
offices at Globe House. This is now open six days a week, from early in the
morning until early evening on weekdays, and is aimed at customers planning
to travel within the next two weeks.
A new Tiered Application Service means customers can pay a premium rate to
ensure they receive a fast-track service. The service has also increased
its capacity by expanding its Peterborough office and opening a seventh
public caller office in Durham to service the North East. This expansion
ensures that the UKPS is better equipped to deal with unexpected peaks in
demand.
The service has delivered major improvement in turnaround times for
processing passport applications, setting a new standard of ten days for
fully completed applications with no queries. The average time was held
below six days throughout the busy seasons of 2000 and 2001. Recognition of
this turnaround has come with the re-award of the Charter Mark in Autumn
2001 following a year of excellent performance.
The service opened a new call centre in Spring 2000 which now handles 3
million calls per year and has achieved its goal of answering 90% of
telephone calls within 20 seconds and 98% within 60 seconds.
Want to know more? Contact: Christine Nickles, Head of
Communication,
Tel. 020 7901 2470, Email: christine.nickles@ukpa.gsi.gov.uk
Going beyond the bounds of duty
Dennis Oakman is the one-man Dog Warden Service at Bath & North East
Somerset District Council. The service was commended because it goes well
beyond the strict definition of what the service is about. Not only is the
service very proactive in the statutory enforcement role which most people
associate with dog wardens but it also takes a deep and comprehensive look
at how to educate people in being responsible dog owners as well. While
smaller authorities might employ three people to patrol the area, the
service targets its patrols to pick up the worst offenders and make an
example of them. At the same time, it is constantly embarking on new
initiatives which highlight and encourage responsible dog ownership in the
community.
Want to know more? Contact: Dennis Oakman,
Tel. 01225 477555, Email: dennis_oakman@bathnes.gov.uk
Exceeding targets
Along with other forces, Dyfed Powys Police Force set targets for all their
Best Value indicators around Autumn time. The force uses accurate trend and
forecasting data produced by their management information unit on all the
areas covered by the indicators and will produce targets based on this
up-to-date information. They then monitor them regularly throughout the
year to make sure they are achieving them or working towards them. The
Chief Constable makes quarterly reports on all aspects of performance and
that is used as a means of monitoring. The force has set itself an
ambitious target of answering all 999 calls within eight seconds and so far
has achieved this in more than 90% of calls. They also achieved and
exceeded their 1999 Crime Reduction Strategy target of a 5% reduction in
crime overall by 2002, producing a 6.93% reduction by 2001.
Want to know more? Contact: Paul Morris, Strategy and
Planning Officer,
Tel. 01267 226638, Email: paul.morris@dyfed-powys.pnn.police.uk
