SAAS Annual Report and Accounts 2013-2014 - page 14

019
Key Performance Targets
Performance against our key performance targets:
Targets
2008-2009 2009-2010 2010-2011 2011-2012 2012-2013 2013-2014
Key Targets
All applications received by
30 June, our Guarantee Date,
to be processed in time for
courses starting in the new
academic session (earliest
start date 1 August)**
Not
available
Not
available
100% 100% 100% 100%
All email or written enquiries
to be replied to within 21 days*
93% 98% 98% 37%
39%
92%
All formal complaints and appeals to
receive a response within 14 days
98% 96% 93% 93%
97%
94%
Management Performance Targets
Processing
To process 90% of applications
within 21 days of receipt
95% within
21 days
75% within
21 days
56% within
21 days**
52% within
21 days**
56% within
21 days **
80% within
21 days**
Average unit cost of less than £40
to process an application based on
relevant costs
£37.12
£36.13
£36.54
£39.64
£39.04
£56.47
Complaints
Less than 1 in 1,000 applications
to generate a formal complaint
to SAAS
0.69 per
1,000
applications
0.76 per
1,000
applications
0.69 per
1,000
applications
0.80 per
1,000
applications
2.2 per
1,000
applications
0.69 per
1,000
applications
Less than 10 formal complaints to
be received/upheld by the Scottish
Public Sector Ombudsman
Not
available
3 received
0 upheld
2 received
0 upheld
3 received
1 upheld
2 received
1 upheld
3 received
0 upheld
100% of ministerial correspondence
to be delivered within target:
ministerial replies (10 working days)
official replies (20 working days)
Not
available
87%
ministerial
replies 100%
official replies
98%
ministerial
replies 100%
official replies
100%
ministerial
replies 100%
official replies
95%
ministerial replies
100% official
replies
100%
ministerial replies
100% official
replies
Financial Performance
100% of invoices to be paid
within 10 days (30 days prior
to December 2008)
98% 100% 97% 98% 98%
99%
30% of opening debt to be
recovered during the year
31% 25% 30% 26% 24%
24%
* Until 2010-11 only mail that required a response was monitored within this target. From 2011-12 all mail is measured within this target.
** The Management Board, in conjunction with the Scottish Government, recognised that the 21 day target could no longer be sustained with the introduction
of the Guarantee Date in 2010-11 and agreed that the Guarantee Date was now the primary customer service target.
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