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Office of the Public Guardian: Key Performance Indicators

Volume 717: debated on Monday 1 March 2010


My honourable friend, the Parliamentary Under-Secretary of State (Bridget Prentice) has made the following Written Ministerial Statement.

The Office of the Public Guardian (OPG) supports the Public Guardian in discharging his statutory duties under the Mental Capacity Act 2005.

The following list sets out the key performance targets that have been set for the Office of the Public Guardian for the year 2010-11.

KPI 1: Lasting Power of Attorney/Enduring Power of Attorney

Register and return 90 per cent of applications for registration of attorneyship within nine weeks of receipt.

Target time for the registration of applications is 90 per cent in nine weeks. This takes into account the increased numbers of LPAs OPG expects to receive and develops the aim from 2009-10 of 80 per cent in eight weeks of receipt. Ninety per cent in nine weeks is more challenging and provides a better service for a larger number of customers.

KPI 2: Supervision of Deputies

All deputyship cases require the allocation of a supervision regime based on risk assessment.

The timescale to notify new deputies within 20 working days remains the same as last year. However, we have increased the target percentage from 90 per cent to 95 per cent. This will improve service to more of our customers.

KPI 3: Supervision of Deputies—case review

A full case review of all deputyship cases subject to supervision will be carried out at least every three years, and this year the target is to review a minimum of 40 per cent of cases. A case review could be a combination of: review of annual report; carrying out a visit; review of supervision level following short-term intervention.

Last years target to review 10,000 cases that require intermediate and light-touch supervision will be subject to a case review during 2009-10. The reviews in the coming year will be more specific to the individual issues within the case, and we see this as a key element to helping deputies understand and appreciate the PG supervisory function.

KPI 4: Investigations

Where concerns are raised about actions of an attorney or deputy we will assess risk in 95 per cent within two working days. Upon receipt of an investigations case in the relevant team it is allocated to a specific caseworker. We will conclude 75 per cent of investigations within three months and 95 per cent of investigations within six months.

The new element in this KPI is to conclude 95 per cent of investigations within six months. This provides a challenge to ensure the large majority of cases are concluded within a reasonable timescale.

KPI 5: Finance

Based on the statutory instrument for fees approved by Parliament, we will aim to achieve 100 per cent full cost recovery.

Full cost is defined as:

The total cost of carrying out the provision of services to the taxpayer, less social subsidy/fee remission; financial losses over and above a yearly notional premium; in year bad debts write off and exceptional items.

KPI 6: Customer Satisfaction

Achieve 70 per cent customer satisfaction with OPG service delivery.

This is a new measurement to ensure the OPG maintains and improves the quality of service to its customers.

Copies of the Office of the Public Guardian business plan have been deposited in the Libraries of both Houses. It is also available from the OPG website (