Delivery of service standards
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 2023-24. The table shows how we performed against each of these.
| Provision | Service standard | Percentage achieved |
|---|---|---|
| Issue new or revised train driver licences | 100% of applications processed within one month of receipt of all necessary documentation | 89% |
| ROGS safety certificate and authorisations (Railway and Other Guided Transport Systems Regulations) | 100% determined within 4 months of receiving completed application | 100% |
| Report to Rail Accident Investigations Branch (RAIB) on the progress of its recommendations | 100% response to RAIB recommendations within 1 year of associated RAIB reporting being published | 100% |
| Efficient processing of technical authorisations | 100% of responses within 28 days of receiving complete submission | 100% |
| Access and licensing casework | 100% decided within 2 months of receipt of all relevant information | 100% |
| Freedom of Information requests | 90% of requests for information responded to within 20 working days of receipt | 100% |
| General enquiries and complaints, including adjustment to account for cases investigated | 95% of enquiries and complaints responded to within 20 working days of receipt | 98% |
| Prompt payment of suppliers’ invoices to ORR | 80% paid within 10 days of valid invoice | 93% |
| Prompt payment of suppliers’ invoices to ORR | 100% paid within 30 days of valid invoice | 100% |
| Publication of quarterly statistical releases | 100% published within 4 months after quarter end | 88% |
| Proactive railway inspection | 50% (minimum) of ORR inspector time on proactive inspection | 55% |
We did not process 100% of train driver licence applications within one month of receipt of documentation as we experienced a dip in performance during migration to a new train driver licensing portal. Performance is now back up to 100%.
We did not publish 100% of quarterly statistical releases as we experienced data quality issues from our data source, which delayed publication. These have now been resolved and performance is back up to 100%.