Targets and key performance indicators

Our performance is measured against public indicators which can be viewed here.

This page contains links to IPS' performance against its Key Performance Indicators (KPIs).

IPS' key performance indicators for 2011/12 financial year are:

• Achieve a customer satisfaction rating for passports of at least 90%
• Achieve a customer satisfation rating for certificates of at least 90%
• Deliver 97% of all the IPS products to agreed service standards
• Demonstrate year on year reductions in unit costs
• Detected fraud to be higher than 2010/11 outturn
• Achieve a minimum standard of 56% on the staff engagement index