Delivery of service standards

Components

Much of ORR’s business-as-usual work involves providing services to those in the industry or others with an interest in our work. As an organisation that is largely funded, directly or indirectly, by the public, it is essential that we publish service standards as part of our commitment to transparency. The service standards below were published in our business plan for 2022-23. The table shows how we performed against each of these.

Table 2: Performance against service standards

ProvisionService standardAchievedPercentage achieved
Issue new or revised train driver licences100% of applications processed within one month of receipt of all necessary documentationStandard met100%
ROGS safety certificate and authorisations (Railway and Other Guided Transport Systems Regulations)100% determined within 4 months of receiving completed applicationStandard met100%
Report to Rail Accident Investigations Branch (RAIB) on the progress of its recommendations100% response to RAIB recommendations within 1 year of associated RAIB reporting being publishedStandard met100%
Efficient processing of technical authorisations100% of responses within 28 days of receiving complete submissionStandard met100%
Access and licensing casework100% decided within 2 months of receipt of all relevant informationStandard met100%
Freedom of Information requests90% of requests for information responded to within 20 working days of receiptStandard met100%
General enquiries and complaints, including adjustment to account for cases investigated95% of enquiries and complaints responded to within 20 working days of receiptStandard met96%
Prompt payment of suppliers’ invoices to ORR80% paid within 10 days of valid invoiceStandard met88%
Prompt payment of suppliers’ invoices to ORR100% paid within 30 days of valid invoiceStandard narrowly missed99%*
Publication of quarterly statistical releases100% published within 4 months after quarter endStandard met100%
Proactive railway inspection50% (minimum) of ORR inspector time on proactive inspectionStandard met56%

*The target was narrowly missed as a result of a finance system issue early on the year, which has been resolved.