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Customer Services and Feedback Business targets and customer service standards Like all public service organisations, UKvisas (via the FCO) have agreed performance targets with HM Treasury, under the Public Service Agreement (PSA) framework and are required to report back to H M Treasury on a regular basis (usually every three months). In addition, UKvisas Business Assurance Team has developed minimum requirements which provide at a glance the measures a visa section should take to ensure an efficient and effective service. The requirements are designed to highlight those areas where risks and issues that impact on our reputation and integrity are most likely to occur. By complying with the minimum requirements, visa sections will deliver an effective service and avoid adverse consequences which can sometimes arise. Among those requirements: - Ensure entry clearance fees are correctly charged, collected and receipted. - Treat customers with courtesy and respect and ensure feedback is acted on. - Make good quality decisions based on the evidence and law. PSA Monitoring and Performance The current targets (for the period up to 31 March 2008) are: - PSA 1 - 90% of straightforward non-settlement visa applications falling within the Immigration Rules to be processed and available for return to the applicant within 24 hours from the date of receipt by a visa section of the application and all supporting documents including the fee. - PSA 2 - 90% of non-settlement applications falling within the Immigration Rules and requiring further enquiries or interview to be decided within 15 working days from the date of receipt by a visa section of the application and all supporting documents including the fee. - PSA 3 - 90% of applicants for settlement visas to be resolved within 12 weeks PSA targets 1-3 reflect the speed of visa processing at Posts according to whether applications are straightforward or non-straightforward or settlement or non-settlement. Posts are required to meet the targets and, if they do not, have to explain why they are not doing so and to take appropriate remedial action. The PSA speed targets are also included as a metric in the UKvisas Balanced Scorecard. PSA TARGETS PSA 1: Straightforward non-settlement applications decided in 24 hours PSA 2: Non-straightforward non-settlement decided in 15 days PSA 3: Settlement applications resolved in 12 weeks RESULTS FOR FEBRUARY 2008 99% 97% 100%

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