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Class 7: How we are performing

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 unannounced format 


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.

How we 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 bodies:

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 2014 meeting.

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.

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How to 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.



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