Key Performance Indicators
There are a number of KPIs, or Key
Performance Indicators, where the Commission sets out targets for
the following year.
Our Key Performance Indicators (KPIs) for 2018/19 are:
In our visit programme each year, we intend to:
- Visit at least 1,350 individuals
- Complete 25 per cent of our local visits in the
We will produce statistics and analysis on the operation of AWI by
30 September 2018.
We will produce one investigation report during 2018-19.
We will assess samples of our telephone advice and aim for at
least 97.5 per cent of all our advice to be accurate.
We will follow up all our recommendations to services arising out
of local visits and achieve satisfactory responses in no less than
95 per cent of cases within the agreed timescale. We will
publicly report upon this.
performed last year:
We publish annual reports and accounts which indicate whether we
have met or are meeting our targets. Our Board minutes also
provide information on our performance.
Audits and Inspections
Information about audits and inspections carried out by external
Annual Accounts and Annual Report
Complaints activity 2016-17
During 2014, the Commission wrote two new sets of complaint
handling procedures (CHPs), one for the Commission and one for the
newly formed National
Confidential Forum (NCF). Both sets of procedures were formally
ratified by the Board at the September
The CHPs were based on model procedures produced by the Scottish Public Service
Ombudsman (SPSO) and were complied in consultation with experts
based at SPSO offices.
make a complaint against the Commission
If something goes wrong or you are dissatisfied with our
services, please tell us. Our complaints leaflet
describes our complaints procedure and how to make a
complaint. It also tells you about our service standards and
what you can expect from us.