AiB has revised its key performance measures to reflect the changes the Agency has undergone over the last year. In future, AiB will look to measure its performance based upon three main criteria: time, cost and quality.
KPIs 1 & 2 will be reported quarterly on the website. The results of KPIs 3 & 4 will be published in next year's annual report.
The impact and effectiveness of the KPIs will be reviewed annually.
Year to date progress at end of quarter:
|Target||June '16||Sept '16||Dec '16||Mar '17|
|Bankruptcy||KPI-1||2.5 days||1.4 days||1.3 days||1.4 days|
|KPI-2||9 days||6.9 days||6.8 days||7.0 days|
|Protected Trust Deeds||KPI-1||2 days||1.5 days||1.7 days||1.6 days|
|KPI-2||10 days||4.4 days||3.7 days||3.3 days|
|Debt Arrangement Scheme||KPI-1||6 days||8.5 days||6.0 days||7.3 days|
|KPI-2||35 days||37.0 days||34.7 days||36.1 days|
Note: AiB has been investigating management information used to calculate the DAS KPI-2 figure of 37.0 days. This figure is based upon 172 cases approved in the first quarter of 2016-17. Our investigation showed a small number of cases where an initial application had been submitted to AiB and subsequently returned to the money adviser. There had then been no further action taken in these cases for several months until the application process was recommenced by the money adviser.
The three highest values from these cases totalled 1,069 days (356.3 day average). AiB does not consider these three cases as normal process and has disregarded them from the KPI calculation. This gives a true reflection of the average time a debtor would expect their application to take until being notified of approval.
The DAS Administrator is conducting further investigation into these exceptional cases and, in light of this information, may look to amend processes to avoid similar occurrences in the future.
Time - Objective: To reduce the processing time for each measure
KPI-1: The length of time where a process is a workflow with AiB. The target time does not include weekends or public holidays. Improvement in this measure will show that operational processes and information technology are becoming more efficient. There are three time KPI-1 targets.
KPI-2: The total time taken in the application process from submission to final decision. Improvement in this measure will reflect stakeholders being better equipped to deal with the application requirements through effective information technology and better shared knowledge of process. There are three time KPI-2 targets.
Bankruptcy target: 2.5 days
The time when the application and fee are received by the finance team until the time a bankruptcy goes live on the Register of Insolvencies. This measure is for debtor applications only.
DAS target: 6 days
Calculated over two phases. First the time from initial receipt of a Debt Payment Programme (DPP) until proposal letters are issued to creditors. Second from the end of the creditor approval period until the DPP decision letters are issued. This measure is only for cases submitted by public money advisers.
PTD target: 2 days
The time taken from receipt by AiB of a Form 3 (which is the submission by the trustee of a trust deed for protection) until the protection or rejection of the trust deed.
Bankruptcy target: 9 days
The total time from receipt of the application until decision on award or rejection is made including any time when further information or documentation from the debtor is being awaited.
DAS target: 35 days
The total time from initial submission of a DPP to AiB up until the decision. This includes all time when the proposal has been issued to creditors, who must respond within a maximum of 21 days.
PTD target: 10 days
The total time following the advertising period from when objections to a trust deed can no longer be submitted to the trustee up until the protection or rejection of the trust deed by AiB.
Cost - Objective: To make a 3% efficiency saving against 2016-17 budget costs
KPI-3: The three Cost KPIs are designed to measure internal process efficiency and therefore include only those costs directly attributable to administering cases, predominantly the cost of operations staff and IT systems. The KPIs exclude Insolvency Practitioner fees and case outlays which are dependent on specific case circumstances. They also exclude all office overheads which are fixed regardless of case volumes. This will allow fair measurement of the variable element of case costs.
Bankruptcy target: £492
Average cost to AiB of administering a bankruptcy, where AiB is the trustee, for the full life of the case. This includes cases administered in-house including the Minimum Asset Process (MAP) and those cases issued to our contracted providers. Costs included are AiB costs directly attributable to administering the bankruptcy.
DAS target: £104
Average cost to AIB of administering a Debt Payment Programme for the full life of the case. This includes all AiB costs directly attributable to administering the Programme.
PTD target: £77
Average cost to AiB of administering a Protected Trust Deed for the full life of the case. This includes all AiB costs directly attributable to administering the PTD.
Quality – Objective: To improve AiB’s service and customer experience
KPI-4: We will conduct a customer satisfaction survey in late 2016. A course of action to improve the quality of service based upon the results will be identified.
Our overall satisfaction rating from the last survey in December 2014 was 85%. This will be used as the benchmark for the planned survey. We will also report on quality improvements affecting our time and cost KPIs.