Example 24
Statements of intent: Examples of reporting practice.
Vote Veterans Affairs – Social Development, Performance Information for Appropriations (2008/09), page 134
Output Performance Measures and Standards
| 2007/08 | 2008/09 | ||
|---|---|---|---|
| Performance Measures | Budgeted Standard | Estimated Actual Standard | Budget Standard |
| Quality | |||
| The percentage of actions accurately processed by War Pensions Services will be no less than: | 95% | 95% | 95% |
| Timeliness | |||
| The percentage of new disability applications and reassessments of accepted disability that are administered and processed by the Ministry of Social Development (applications are acknowledged and the decision of the claims panels relayed to veterans) will be completed within 14 working days will be no less than: | 85% | 90% | 90% |
| The percentage of National Review Officer decisions that are administered and processed by the Ministry of Social Development (application acknowledged and decision referred to the claims panel) within 9 working days will be no less than: | 90% | 90% | 90% |
| The percentage of ad hoc payments, overseas treatment schedules, rehabilitation schedules and reimbursements that will be made within 21 working days of receipt will be no less than: | 97% | 97% | 97% |
| The percentage of calls answered within 20 seconds will be no less than: | 90% | 90% | 90% |
| The percentage of new Veteran’s Pension applications that are administered and processed by the Ministry of Social Development (application acknowledged and decision relayed to the veteran) within 7 days will be no less than: | 90% | 90% | 90% |
| Veterans’ satisfaction | |||
| The results of the veterans’ satisfaction survey will be reported biennially to the Minister, where veterans’ satisfaction with the level of service and information provided will be no less than: | 85% | 85% | 85% |