Defining the Inspectorate’s role and measuring performance

The DWI Code for Enforcement (the Code) sets out the levels of service that water companies and members of the public can expect to receive from the Inspectorate.

It details the regulatory functions of the Inspectorate and the way in which those functions and related activities are carried out.

It sets target times within which the Inspectorate aims to perform its key tasks.

The Inspectorate’s annual performance can be measured by how well these targets are met.

The latest version of the Code was published in October 2000 and is available on the Inspectorate’s website. The Inspectorate’s Corporate Business Plan for the next five years is currently being developed and new performance delivery targets will be included in the plan.

Performance in 2003

Performance has generally been assessed for all tasks with target dates in 2003, but ongoing tasks, which have Code for Enforcement target dates that run into 2004 (for example assessment of drinking water quality incidents), have also been included in the overall performance.

The table below describes the targets and shows how well the Inspectorate performed in meeting them.

Investigations into complaints about the Inspectorate

If a formal complaint is received about the way in which the Inspectorate handles or deals with one of these tasks, the Chief Inspector or the Deputy Chief Inspector carries out an investigation.

No such complaints were received against the Inspectorate during 2003.

Performance against Code for Enforcement targets in 2003

In some cases key dates were missed because water companies were slow in submitting relevant documentation. Performance targets in respect of draft reports were also significantly affected by the way in which the audit trails were organised during 2003. The process of calling for information has been amended accordingly for 2004.