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Insolvency Service Performance Targets (2010-11)

Volume 508: debated on Thursday 25 March 2010

I have today agreed to the publishing of “The Insolvency Service’s Corporate Plan” for the period 2010-11.

As a result of changes in public behaviour, with individuals increasingly opting for voluntary insolvency and bankruptcy procedures, the Insolvency Service is planning in 2010-11 to deal with a level of new compulsory insolvency cases within a range of 71,500 to 80,000, significantly less than was predicted in 2009.

The service is also planning to deal with a range of 120,000 to 150,000 redundancy payments and other insolvency-related claims during 2010-11.

The service’s “Enabling the Future” programme, a major programme of IT-led investment, and its service transformation plan to implement online services and improve its customers’ experience, will deliver significant savings for the service and its customers over the next five years. In 2010-11 the service will review its long-term fees strategy, with a view to reducing its bad provision and the use of BIS funding to cover working capital. This will enable the service to achieve a real-terms reduction in insolvency case administration fees of 2.5 per cent.

Action will continue to be taken against bankrupts and company directors in respect of financial misconduct or dishonesty and the service will continue to investigate the affairs of companies in the public interest. In 2009 the service undertook a new stakeholder satisfaction survey for confidence in its enforcement regime, achieving an overall confidence level of 68 per cent. I have asked the service at least to maintain this level during 2010-11 and I have also set a target in relation to the timeliness of instigating disqualification proceedings in appropriate cases.

I have set targets in relation to the timeliness of releasing reports to creditors in bankruptcy and insolvency cases, and of processing claims for redundancy payments. Also, a target has been set in relation to the overall satisfaction levels of the service’s users.

The corporate plan will be available from 1 April 2010 at: http://www.insolvency.gov.uk/aboutus/Corporate Plan.pdf

1NSS Published Targets

2009-10 Target

2010-11 Target

Customer Focus

User Satisfaction levels as measured through the Agency User Satisfaction Index1

90%

90%

Case Administration

Level of real term reduction in fees for insolvency case administration

Year 3 of a 15% target

2.5%

Percentage of reports issued to creditors within 8 weeks

For bankruptcy cases

N/A

92%

For company cases

N/A

80%

Enforcement

Stakeholder confidence in The Insolvency Service's enforcement regime

N/A

68%

The average time from insolvency order to the instigation of disqualification proceedings in appropriate cases

20 Months

19 Months

Redundancy Payments

Action redundancy payment claims

Within 3 weeks

78%

78%

Within 6 weeks

92%

92%

1his is a combined indicator covering bankruptcy and redundancy cases.

The service will also look to build upon its charter mark accreditation (held since 1999) by obtaining customer service excellence accreditation in 2010, and will work towards Investors in People re-accreditation in 2011-12.

In addition to these targets the service is required to meet centrally promulgated targets relating to replying to correspondence from hon. Members, and making payments to suppliers.

Other Targets

2009-10 Target

2010-11 Target

Reply to correspondence from Members of Parliament within 10 days

100%

100%

Process payments to suppliers within 30 days

100%

100%

The Government have also instructed Departments and agencies to maximise levels of payment of undisputed invoices within eight days.