1. EXECUTIVE SUMMARY AND LIST OF RECOMMENDATIONS
2.5 Wider developments affecting the VOA
3.3 The VOA's governance and funding arrangements
3.4 The VOA's structure and organisation
4.7 Merger (including partnerships)
5. THE VOA'S DEPARTMENTAL SPONSOR
5.3 Strengths and weaknesses of the current arrangements
5.4 Strengths and weaknesses of other possible arrangements
5.5 Costs and benefits of transferring responsibility for sponsoring the VOA
5.6 How to improve the existing arrangements for sponsoring the VOA
6. IMPROVING THE VOA'S GOVERNANCE AND FUNDING ARRANGEMENTS
6.2 A new Steering Board for the VOA
6.3 Better liaison on funding issues
6.4 Strengthening the position of the VOA as part of the Inland Revenue
7. MODERNISING THE VOA - THE VISION FOR THE FUTURE
7.2 The rating and council tax valuation systems - the ideal and the reality
7.3 The rating appeals culture
7.4 Problems caused by the rating appeals culture
7.6 Council tax and other land valuation services
8. MOVING TO RIGHT FIRST TIME VALUATIONS
8.2 The VOA's overall performance in delivering its valuation services
8.3 The VOA's performance in progressing and clearing rating appeals
8.4 The VOA's performance in delivering the 2000 rating revaluation
8.5 The VOA's valuation accuracy
8.6 The VOA's performance in delivering its other land valuation services
8.7 Right first time valuations
8.11 Knowledge and information
9. MOVING TO A RIGHT FIRST TIME ORGANISATION
9.2 The performance of the VOA's organisational structure
9.3 Improving the VOA's organisational structure
9.7 A right first time transformation programme for the VOA
10. REVIEW OF THE VOA'S FRAMEWORK DOCUMENT
10.2 Changes required to the VOA's Framework Document
APPENDIX 1. TERMS OF REFERENCE FOR THE 2000 REVIEW OF THE VALUATION OFFICE AGENCY
APPENDIX 2. REVIEW METHODOLOGIES AND ACTIVITIES
APPENDIX 3. SUMMARY OF RESPONSES TO THE REVIEW
APPENDIX 4. THE VOA'S OFFICE STRUCTURE
APPENDIX 5. THE VOA'S ORGANISATIONAL STRUCTURE
APPENDIX 6. THE VOA'S TARGETS, PERFORMANCE INDICATORS AND OUT-TURNS
APPENDIX 7. KEY TARGETS FOR THE YEAR ENDED 31 MARCH 2001
APPENDIX 8. RATING APPEALS PROCESS MAPS
APPENDIX 9. DIVERSITY IN THE VOA