WIREDGOV

Latest performance figures for the Tribunals Service show that productivity and efficiency levels continue to improve – despite a backdrop of unexpected and increasing workloads across many jurisdictions, including employment; social security and child support; and asylum and immigration appeals.

Data from the Tribunals Service’s Annual Report shows that collectively the tribunals are now performing better – having disposed of almost 20,000 more claims than in 07/08.

Moreover, in spite of extra workload pressures the Tribunals Service was able to reduce its net operating costs by an impressive £9m in its third year of operation; a reduction of 3 per cent and on target for its key performance indicator.

The three jurisdictions which account for over 90 per cent of all appeals claims – asylum and immigration; employment; and social security and child support – between them received 40 per cent more claims than predicted last year. This had a direct effect on the time taken to deal with appeals and consequently customer satisfaction levels, meaning the Tribunals Service narrowly missed two of its performance targets*.

Chief Executive of the Tribunals Service, Kevin Sadler, comments: “To put what was a strong performance in context, targets and funding were set before we knew our workload was going to increase so dramatically. We received around 40 per cent more claims in our main jurisdictions than we were expecting or resourced to cope with, with the biggest increases coming in the latter half of the year. Yet we still managed to clear more appeals than we had the previous year, so we performed better, in tougher conditions.

“Customer satisfaction is inevitably linked to the time it takes to conclude an appeal, as well as the outcome. Our customer survey results stayed level, rather than increasing as we had hoped. But benchmarking tests against other public bodies put us on a par, if not better, than most. So we’re not in bad shape. This is further reinforced by the fact that not only did we receive fewer complaints last year, but that these were outweighed by compliments. Which is always good to see.”

As well as working to deliver key performance targets, the Tribunals Service is implementing a number of change and improvement programmes, both ‘behind-the-scenes’ and on a sector or national level. Tribunal reform is underway with the new, unified tribunal structure well and truly established and chambers already operational at both First-tier and Upper Tribunal level. Work to transfer the remaining jurisdictions across over the coming months is on course to be completed in April 2010. Internal processes are being reviewed to ensure maximum productivity and improved customer service through the LEAN and Performance and Efficiency (PEP) programmes and the introduction of a new Customer Service Board to collate, review and respond to customer feedback. Finally, the Tribunals Service is also working with relevant bodies to help improve initial decision-making and improve the tribunal process from end to end.

The Tribunals Service’s full Annual Report can be downloaded from the website: www.tribunals.gov.uk.

*75 per cent of all claims to be processed within specified time (actual was 69%) and 72% of customers to be satisfied with level of service received (65%).

For further information please contact:

Nadia Mahmud
Senior Press Officer
T: 0203 334 6510
E: nadia.mahmud@tribunals.gsi.gov.u k

Notes to editors

* Although figures for the number of Employment Tribunal claims received in 07/08 and 08/09 appear to be relatively consistent, the numbers do not show the proportion of single claims which were received. Single claims are one person making an appeal at the Employment Tribunal and they represent a more accurate reflection on the workload. Multiple claims, which can be in their hundreds or even thousands, although they raise the number of overall receipts, are often usually dealt with in batches, or have test cases for example where the one hearing or decision will then apply to all of the claimants.

* The number of single claims received in the last quarter of 08/09 was up by 28 per cent when compared with the previous year. Single ET claims in the second half of the year were also 15 per cent higher than in the first six months of the year.

* The full and official Employment and Employment Appeal Tribunal statistics will be released later this year.
The Tribunals Service provides administration and support to various tribunals throughout the UK. An executive agency of the Ministry of Justice, it was formed in 2006 to:

1. Provide responsive, efficient administration of the tribunals;

2. Promote and protect the independent of the judiciary;

3. Contribute to the improvement of the quality of decision-making across government; and

4. Reform the tribunals justice system for the benefit of its customers and the wider public. For further information and the latest news on the Tribunals Service visit www.tribunals.gov.uk.


08/09