Standards and performance
We monitor and report our progress against a series of performance standards agreed with the Secretary of State for Work and Pensions. The table below outlines:
- our standards and performance for 2008/09
- our performance by month
- our year to date performance.
| Performance standard | Target | Performance in May 08 | Performance since April 08 |
|---|---|---|---|
| Ensure that 93% of calls to the Disability Living Allowance/Attendance Allowance (DLA/AA) Helpline, our national telephone service, are answered first time | 93% | 94% |
93.1% |
| Ensure that less than 1% of all calls to the DLA/AA Helpline receive an engaged tone or automated message | 1% | 0.8% |
1.2% |
| Achieve the customer satisfaction target of 82% of customers satisfied with the service provided by DCS | 82% | 84% |
84% |
| Clear new claims for Disability Living Allowance within an average of 38 working days | 38 days | 29.6 days |
29.5 days |
| Clear new claims for Attendance Allowance within an average of 16 working days | 16 days | 12.5 days |
12.8 days |
| Clear new claims for Carer’s Allowance within an average of 13.5 working days | 13.5 days | 13.9 days |
13.9 days |
| Achieve an accuracy rate of 94% on decisions on claims for Disability Living Allowance | 94% | 96.4% |
96.4% |
| Achieve an accuracy rate of 94% on decisions on claims for Attendance Allowance | 94% | 94.3% |
95.2% |
| Achieve a financial accuracy rate of 98% on Carer’s Allowance payments | 98% | 99.4% |
98.7% |
| No more than 4.5% of all DLA/AA cases to be referred to the Appeals Tribunal | 4.5% | 5.2% |
5.5% |
For local unit performance visit the outreach events and local information.
