Chief Executive's message
Over the past 12 months the Agency has met or exceeded 13 out of 14 key performance measures and sustained its commitment to customer service by exceeding all 19 customer service measures, as well as all 8 customer promises. This is a remarkable achievement in its own right but I am delighted to say that we have also continued to make good progress with our ambitious programme of change and in our drive for greater efficiency. In this regard, 14 projects have been successfully delivered this year. The highlight was the launch of Continuous Insurance Enforcement which will deliver significant benefits for road safety whilst helping to drive down the cost to the economy of those who choose to drive whilst uninsured. As for our efficiency drive, in the second year of our five year programme to take £100 million out of our cost base (against a 2009-10 baseline) the running total has reached £32 million, £12 million ahead of where we expected to be at this stage.
A core activity for the Agency is the collection of Vehicle Excise Duty (VED) and we passed an important milestone in the year with the collection of £6 billion of VED for the first time ever. As regards our annual roadside survey suggested that those who choose to evade payment of their duty represented only 0.7 per cent of the total duty collected. This is the second lowest rate ever recorded.
More and more customers are taking advantage of our electronic services and this year 53.7 per cent of customers chose to transact with us electronically. In particular our award winning Electronic Vehicle Licensing service passed the milestone of 100 million transactions completed. In 2011-12 we reduced our carbon emissions from building and business travel by 5.3 per cent against a 5 per cent target.
In December 2011 we opened a consultation exercise that sought the views of the public and our stakeholders on the future shape of the services currently provided from our network of local offices and enforcement centres. This potentially involves a transformation and centralisation of the services currently provided by them into Swansea. Our desire is to modernise these services in order to improve customer service and deliver them in the most cost efficient way. This transformation will be a fundamental part of our change journey over the next few years and will contribute significantly to our pledge to deliver the £100 million efficiency savings by 2015. As I write these words, in May 2012, the consultation has closed and we are analysing the responses so that a report can be submitted to the Secretary of State for a decision to made. An announcement on the outcome will be made as soon as it is known.
Another successful year, I believe, achieved through the commitment and efforts of our staff and managers to whom I extend my sincere thanks. We are all focussed now on maintaining these high standards and delivering the targets set out in our 2012-13 Business Plan.
- Annual Report & Accounts 2011-12
- Annual Report 2011-12
- Annual accounts 2011-12
- Director's report
- Management commentary
- Remuneration report
- Business Accounts
- Trust Statement