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. The service standards below were published in our business plan for 2022-23. The table shows how we performed against each of these.
Table 2: Performance against service standards
| Provision | Service standard | Achieved | Percentage achieved |
|---|---|---|---|
| Issue new or revised train driver licences | 100% of applications processed within one month of receipt of all necessary documentation | Standard met | 100% |
| ROGS safety certificate and authorisations (Railway and Other Guided Transport Systems Regulations) | 100% determined within 4 months of receiving completed application | Standard met | 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 | Standard met | 100% |
| Efficient processing of technical authorisations | 100% of responses within 28 days of receiving complete submission | Standard met | 100% |
| Access and licensing casework | 100% decided within 2 months of receipt of all relevant information | Standard met | 100% |
| Freedom of Information requests | 90% of requests for information responded to within 20 working days of receipt | Standard met | 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 | Standard met | 96% |
| Prompt payment of suppliers’ invoices to ORR | 80% paid within 10 days of valid invoice | Standard met | 88% |
| Prompt payment of suppliers’ invoices to ORR | 100% paid within 30 days of valid invoice | Standard narrowly missed | 99%* |
| Publication of quarterly statistical releases | 100% published within 4 months after quarter end | Standard met | 100% |
| Proactive railway inspection | 50% (minimum) of ORR inspector time on proactive inspection | Standard met | 56% |
*The target was narrowly missed as a result of a finance system issue early on the year, which has been resolved.