How well we perform
We are continually looking at our service standards and our levels of performance to ensure you receive a high standard of service. Our performance figures are monitored against our targets and the standards we achieve are detailed in the reception areas at the register office.
Each year we publish our performance indicators and the standards we have achieved. Below are the figures from April 2010 to March 2011.
| Service standards | Target | Actual | Comments | Pledges |
|---|---|---|---|---|
| Response to all priority certificate applications | 90% within 30 minutes | 2,844 | 100% | Reaching our customers |
| Response to all genealogy requests | 90% within three working days | 2,137 | 100% | Reaching our customers |
| Response to postal applications | 95% within two working days | 354 | 100% | Reaching our customers |
| Response to online applications | 95% within one working day | 859 | 100% | Reaching our customers |
| Response to credit/debit payment requests | 95% within one working day | 1,247 | 100% | Reaching our customers |
| Response to counter applications | 95% within 15 minutes | 973 | 100% | Reaching our customers |
| Birth appointments seen within ten minutes of appointment at Register Office (30 mins per appointment) | 98% | 3,508/3,525 | 99.5% | Reaching our customers |
| Death appointments seen within ten minutes of appointment at Register Office (30 mins per appointment) | 98% | 2,344/2,374 | 98.7% | Reaching our customers |
| Notice appointments seen within ten minutes of appointment at Register Office (30 mins per appointment) | 98% | 1,834/1,845 | 99.4% | Reaching our customers |
| Birth and death appointments seen within ten minutes of appointment at outstations (30 minutes per appointment) | 98% (Eccles Gateway) | Births 214, deaths 10 | 100% | Reaching our customers |
| Birth and death appointments seen within 10 minutes of appointment at outstations (30 minutes per appointment) | 98% (Walkden Gateway) | Births 0, deaths 0 | Unable to attend | Reaching our customers |
| Birth and death appointments seen within 10 minutes of appointment at outstations (30 minutes per appointment) | 98% (Bereavement Centre, Salford Royal Hospital) | Deaths 0 | No office available under review | Reaching our customers |
Availability of appointments
| Service standards | Target | Actual | Comments | Pledges |
|---|---|---|---|---|
| Deaths within two days | 90% | 2,384 | 100% | Reaching our customers |
| Births within three days | 90% | 3,739 | 100% | Reaching our customers |
| Notices within five days | 90% | 1,815/1,845 | 98.3% | Reaching our customers |
| Number of complaints received | Less than 0.5% of total registrations | 8 | Achieved | Reaching our customers |
This page was last updated on 19 April 2011
