Annex B: Other targets in 2002/ 03

Rating

to clear in aggregate 301,000 appeals against Rating Lists in England and 19,700 in Wales

to clear by 31 March 2003 all reports received before 28 February 2003

to clear 95% of reports within 3 months of receipt

Council Tax

to clear council tax appeals equal to the number received in the 12 months to 31 December 2002 within a maximum of 32,750 England and 3,000 Wales

to provide a considered view to taxpayers within 2 months of their appeal

to ensure that all appeals are ready for hearing within 6 months

to clear 95% of all reports within 3 months of receipt and 95% of all reports in respect of new properties within 2 months of receipt

to get 95% of new bandings right first time

Inland Revenue work

to be contained in a new service level agreement

Customer Service standards

to answer telephone calls within an overall average of 10 seconds

to acknowledge all correspondence within 5 working days

to reply to at least 90% of correspondence, based on the information held, within 15 working days

to see all callers to our offices within 5 minutes

to secure Charter Mark awards for 60% of our Groups by 31 March 2003

to achieve specified standards for valuation accuracy of 90%

to meet timeliness targets in 90% of cases