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. This year we will be engaging with the sectors we regulate to check if our key rail industry-facing performance indicators are both relevant and challenging, and whether other KPIs would be more useful.
| Provision | Standard |
|---|---|
| Issue new or revised train driver licences | 100% of applications decided within 1 month of receipt of all necessary documentation |
| ROGS safety certificates and authorisations (Railway and Other Guided Transport Systems Regulations) | 100% decided within 4 months of receiving completed application |
| Report to the Rail Accident Investigations Branch (RAIB) on the progress of its recommendations | 100% response to RAIB recommendations within 1 year of associated RAIB report being published |
| Efficient processing of technical authorisations | 100% of responses within 28 days of receiving complete submission |
| Approve the Accessible Travel Policy of a new licence holder | 100% approved within 6 weeks of receipt of all relevant information |
| Track, station and depot access applications | 100% decided within 6 weeks of receipt of all relevant information |
| Operator licence and licence exemption applications | 100% decided within 2 months of receipt of all relevant information |
| Freedom of Information requests | 100% of requests for information responded to within 20 working days of receipt* |
| General enquiries and complaints, including adjustment to account for cases investigated | 95% of enquiries and complaints responded to within 20 working days of receipt |
| Data access rights requests | 100% of all data access requests responded to within 1 month of receipt |
| Prompt payment of suppliers’ invoices to ORR | 90% paid within 5 days of valid invoice 100% paid within 30 days of valid invoice |
| Publication of the four accredited official statistics quarterly/biannual statistical releases | 100% published within 4 months of quarter or half-year end |
| Market studies | 100% of interim market study reports published within 6 months of launch of market study, 100% of final market studies reports published within 12 months of launch of market study. |
| Proactive, preventative regulatory interventions | 50% of ORR inspector time spent on proactive, preventative regulatory interventions |
*includes responding to the requestor to indicate a time extension beyond 20 days will be necessary, for example to consider the application of a public interest test.