What is the FCO doing to measure and monitor the speed of processing visas at UKvisas commercial partners?
The current PSA targets expire at the end of March 2008 but UKvisas will continue to measure and monitor the speed of visa processing as an integral part of the UKvisas Balanced Scorecard. UKvisas are planning to replace these targets from 1 April 2008 with new customer service standards that will specifically include the measurement of visa handling time at UKvisas’ commercial partners. In addition, UKvisas now receives monthly management information reports from its commercial partners that include processing times. 9.) The NAO reports that “the data system underlying the reporting [for the satisfaction with consular services] is not fit for purpose because conducting a survey relating to only one randomly selected week in the year does not give an accurate picture of satisfaction across the whole year” (p 26). What is the FCO doing to improve the validity of the survey which it uses to measure customer satisfaction with the consular services? The introduction of a monthly Consular B
