MQT on 2001-09-19
Session date: 
September 19, 2001
Question By: 
Graham Tope
Liberal Democrats
Asked Of: 
The Mayor


What target have you set your office in responding to correspondence from members of the public, and currently what percentage of correspondence is replied to within this target?



Answer for Correspondence

Answer for Correspondence

Answered By: 
The Mayor

The standard for replying to letters and emails from Londoners is ten working days.

The Document Management System which handles correspondence will be upgraded in October. Targets for meeting the ten day standard have been set: 70% from October 2001, and 75% from June 2002. There are some 2200 letters/emails per month.

July figures indicate a variation in performance between the different directorates/Functional Bodies preparing replies. The highest level is 70% meeting the standard (involving 760 letters in that month), a `medium" level is 53%, (289 letters), and in some areas, no letters were replied to within the ten day standard (only 26 letters in total).

In most cases, people will receive a holding reply/acknowledgement if the deadline is exceeded.

A backlog of correspondence has been halved in six weeks, due to new co-ordinator and systems. .