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Performance Targets And Business Plans

Volume 404: debated on Tuesday 29 April 2003

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:The Secretary of State for Transport has set key Ministerial targets for the Highways Agency, the Driving Standards Agency, the Driver and Vehicle Licensing Agency, the Vehicle Certification Agency and the Vehicle and Operator Services Agency for 2003–04. They are included in the agencies' business plans. The plans also include management objectives and performance indicators appropriate to the agencies' businesses. Copies of the Highways Agency's Business Plan have been placed in the Library. Copies of the other agencies business plans will be placed in the Library in due course.The key targets for the Highways Agency, as shown in its Business Plan, are:

1: Average annual score on Road User Satisfaction Surveys.At least 84%
2: Meet all 13 annual Road Users' Charter targets with a minimum of 9 being validated as met by auditors.100%
3: The Six Service standards for Central Government met.100%
4:Estimated proportion of the network likely to require maintenance in the next year.Between 7%and8%
5:Reduction in number of people killed/seriously injured on trunk roads compared with the 1994–98 average of 4,991.At least 694(to4,297)
6: Reduction in the slight casualty rate per 100m vehicle km compared with the 1994—98 average of 22.14.At least 0.92(to 21.22)
7: Reduction in road workers killed per 100,000—target number.At least 5
8: Percentage of lanes available in peak hours.At least 98.5%
9: Achievement of Major Scheme milestones. At least 47 out of 49
10: Operational HA Traffic Control Centre.31 Mar 04
11: Average achievement across the following five sub-indicators: Improve air quality of at least 4 sites in Air Quality Management Areas. Achieve at least 12 per cent. of Biodiversity Action Plan, extending across 15 targets. Introduce no less than 8 planting schemes to enhance the landscape. Treat at least 300 lane kms of concrete road surface with lower noise surfacing. Treat at least 2 pollution risk water outfall sites.At least 95%
For clarity, Target number 7 is a new target where the Agency's measure is to ensure that the annual fatality rate for road workers is no more than 5 per 100,000 road workers.The measure for Target 11 is calculated by applying a simple arithmetical mean across the results of the five sub-indicators, the results of each being expressed as a percentage.The key targets for the Driving Standards Agency are:ROAD SAFETY

Contribute to casualty reductions by delivering all tests fairly and consistently.
Deliver a national programme of Arrive Alive presentations for 16–19 year olds.
Deliver improved theory and practical driving tests associated with implementing the new European standards in 2003.
Active involvement in EU policy development.
Increase take-up of the Pass Plus scheme.
Improve the quality of candidates by promoting a learning agenda.


Provide an Internet booking service for practical tests.
Achieve 90 per cent. satisfaction with theory and practical test candidates.
Deliver a national annual average practical car waiting time of six weeks.
Improve business customer satisfaction, including ADIS, above baseline of 65 per cent.
Increase the number of ADI check tests conducted from around 7,000 to 8,500.


Recruit and train adequate staff resources to ensure that customer service standards are delivered.
Progress towards achieving a fair reward strategy for staff.
Continue a five-year rolling programme of training and development for existing examiner and administrative staff.


Deliver value for money by keeping fee increases within the cumulative RPI target whilst improving customer service.
Prepare for successful contract renewal for IT and TT services.
Reduce sick absence to below 2002–03 level.

The key targets for the Driver and Vehicle Licensing Agency are:

Efficiency gain2.5%
Document Entry Accuracy (% without DVLA induced error)97.5%
Driving licences
Vehicle reg doc: New Changes
Document Response Times (% within working days)98%
Driving licences: Ordinary
(in 10 days)
Vocational (in 8 days)98%
First Provisional
(in 8 days)
Vehicle reg doc: New95%
(in 12 days) Changes
(in 12 days)
VED refunds/rebates (in 30 days) 95%
Cherished transfers (in 7 days)95%
Enquiry Response Times (% answered)95%
Telephone(in 30 seconds)
Written (in 7 days)95%
E-mails (in 3 days)95%
Service hours during which customers96%
have lines available to the call center
Enforcement Number of cases completed 820,0001
Deliver new procedures for Continuous January 20042
And the roll-out of new V5 Registration
Deliver new software and procedures for implementation of EVL Phase 1 February 20042

The key targets for the Vehicle Certification Agency are:

To achieve at least break even at the operating level.
To have at least 98 per cent. of approval certificates issued error free.
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 23 working days after completion of the chargeable work.
To operate a series of new, regularly monitored, customer satisfaction systems and to establish benchmarks for each of them by December 2003.

The key targets for the Vehicle and Operator Services Agency are:

To deliver against an effectiveness and quality improvement programme.
To pursue internal and cross-Agency initiatives which provide seamless services to our customers through a choice of delivery channels.
To break even while achieving an average 3.5 per cent. real rate of return on capital, over the period 1 April 2003 to 31 March 2008
To increase value for money.
To improve performance management across the business.
To secure the long-term development of the organisation.
(These targets are underpinned by 27 detailed measures, which are listed in full in the VOSA Business Plan).