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									  OFFICE OF FAIR TRADING
SERVICE DELIVERY PLAN 2009
            SERVICE DELIVERY PLAN 2009




CONTENTS:                                       PAGE

     •      FOREWORD BY THE CHAIRMAN              1

     •      INTRODUCTION BY THE CHIEF OFFICER   2&3

     •      WHO WE ARE                            4

     •      WHAT WE DO                            5

     •      KEY CHALLENGES                      6&7

     •      WHAT WE WILL ACHIEVE                8 - 14

     •      RESOURCES                            15
                SERVICE DELIVERY PLAN 2009


                                             FOREWORD BY
                                             THE CHAIRMAN

I am very pleased to present our latest service plan, and especially so as the new Chairman of the Isle of Man Office of
Fair Trading. In the few months that I have been in post I am pleased to state that I have without doubt inherited an
excellent team of dedicated and hard working staff. It is a great pleasure to be part of this team.

I must also pay tribute to my deputy, Mr Tim Crookall, MHK and to the Board of the Office of Fair Trading, who give up
their time to serve on the Board and put something back into the community – Mrs Kath Parkinson, Mrs Vivienne Davies
and Mr Ian England and the other valued members of the Office’s small but dedicated team. The Office is currently
undergoing one of the busiest times on record, not just with the routine day to day work, but also with additional
specialist work.

My Board and I aim to address the enormous public concern at rising fuel prices. Whilst we were prepared to accept the
impact of high global energy prices, we were not prepared to accept the length of time it took for local prices to fall
when global prices fell, nor to accept that local prices were becoming relatively more expensive than those in the United
Kingdom. It may be there are valid reasons for elements of our higher prices but consumers deserve at the very least
total transparency as to the fuel pricing structures from refinery to pump and to be able to compare these prices with
appropriate benchmarks. Heating oil will also form part of this exercise. The Board has decided to undertake an inquiry
into the price of liquid fuels on behalf of the people of the Isle of Man.

The recent Tynwald Select Committee inquiry and subsequent report into the Isle of Man Steam Packet Company
Limited has been closely watched and monitored by this Office. We are keen to make a valid judgement as to whether or
not the consumer is being charged a fair price, either directly as service users or indirectly as purchasers of imported
goods. The Board has therefore decided to use its formal powers to undertake an inquiry into the prices charged by the
Isle of Man Steam Packet Company Limited.

The Office is also working on behalf of the Council of Ministers to consider how we might adapt our plans for the
economic regulation of monopoly energy providers to address the possibility of similarly regulating key monopoly
providers to protect the national interest.
These specialist enquiries place the Office under significant strain. Looming in the background will almost certainly be an
increase in public and business enquiries as a result of the downturn in our economy and again placing additional
pressure on the resources we have available to us.

An idea of the amount of day to day work can be gained by the amount of support we supply to consumers. The
“challenges” section of this plan details not only how we provide direct support to consumers but also how demands are
continually increasing. I can report that the Office operates within its budget and in a prudent and approved manner.
The Office will push forward with its objectives in a positive and proactive manner. We aim to provide quality consumer
advice and protection – an invaluable public service and important objective to achieve and keep achieving.



R W Henderson, MHK
Caairliagh




                                                                                                                           1
                SERVICE DELIVERY PLAN 2009


                                         INTRODUCTION
                                      BY THE CHIEF OFFICER

We hope to achieve more in more areas. To help us do this effectively, the Board has agreed five strategic aims that will help
us achieve the overall vision. These strategic aims are:

    •   To protect consumers from unfair trading practices through advice, education and enforcement
    •   To support businesses that wish to trade fairly
    •   To ensure that markets function in the interests of consumers
    •   To provide an effective and appropriate legislative framework for consumer protection
    •   To ensure value for money in service delivery by providing the right services in the right way

This plan lays out the work we will do to help us towards the achievement of these strategic aims. Each of these aims is
clearly linked in the plan to an Isle of Man Government policy priority. We will progress these aims by making the best
possible use of the resources that we have. We will succeed through the efforts and abilities of our staff and through the
proper application of risk and governance controls.

The Office is engaged on a programme of reviewing its services, of identifying the most effective means of providing those
services and of monitoring the success of that provision. We will build on this work by identifying unmet demands. The
Office is fully committed to Government targets for staff training and development. This plan therefore not only reflects what
we would like to achieve but also how we will work to do this as effectively and efficiently as possible.

We know that we cannot predict all the demands that will be made on us in the next few years. We use the information that
we gather from consumers to predict key trends but have tried in this plan to balance the setting of clear targets with the
need for us to have sufficient capacity to respond effectively to consumer concerns. In particular, we want to retain the
flexibility to be able to help those consumers and businesses that might be adversely affected by any changes in our
economy.

The Office expects to continue to provide high quality and diverse services with a relatively small staff against a backdrop of
rising customer expectations and economic instability. Whilst we have for some years seen increases in the number of
complaints that we receive, we are aware that when consumers are worried about their financial and economic wellbeing
they are more likely to raise any concerns they may have about their consumer rights and about prices. It could well be the
case that the services provided by the Office will be more in demand than ever during the next few years. In particular, we
expect to see increased demands on our debt counselling, financial services ombudsman, consumer advice, trading
standards and Fair Trading Act services.




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                SERVICE DELIVERY PLAN 2009




The debt counselling service could face extra demands from consumers looking for advice and support in terms of
money management and the Financial Services Ombudsman Scheme may face extra demands from those with concerns
about local financial service providers. Consumers watching the pennies may be more likely to make use of the
consumer advice service. The trading standards service will be expected to make sure that consumers are getting what
they pay for and to protect both consumer and trader by monitoring business practices. There may be more pressure on
the Office to undertake investigations into prices charged or business practices that are potentially anti-competitive.
These investigations can place a significant strain on the Office’s resources.

It is widely recognised that the Office’s staff is a small but very dedicated team. The level of expertise and experience
within the Office directly impinges on the provision of services. Maintaining the requisite level of expertise and
experience to ensure that customer expectations continue to be met will continue to be of critical importance.



Nick Black
Chief Officer




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                SERVICE DELIVERY PLAN 2009



                                                   WHO WE ARE


The Board is statutorily constituted as follows:
•   a Chairman, who shall be a member of Tynwald;
•   a Vice-Chairman, who shall be a member of Tynwald; and
•   three persons, not being members of Tynwald, capable of representing consumers in relation to the functions of the
    Board.

Each member of the Board is appointed by the Council of Ministers subject to the approval of Tynwald. The Office’s
established headcount is 17.5 and is organised as follows:


                                                         The Board
     Mrs V Davies          Mr I England            Mr R W Henderson MHK      Mr T Crookall MHK       Mrs K Parkinson
                                                         Caairliagh




                                                         Chief Officer




                       Operations                                                 Central Services




                         Financial
     Trading
                         Services                  Advice        Research and     Office Support
    Standards                                                                                           Education
                        Ombudsman                  Service       Development         Services
     Service
                         Scheme




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                SERVICE DELIVERY PLAN 2009



                                               WHAT WE DO


The Isle of Man Office of Fair Trading is a Statutory         •   maintains the Manx Standards of weights and
Board of the Isle of Man Government that provides                 measures
legislative, advisory and compliance services to benefit
our society and protect our Island’s consumers and         Financial Services Ombudsman Scheme:
businesses from unfair trading practices.
                                                              •   provides an alternative dispute resolution service
We provide consumer protection services that support a            for consumers with complaints about certain
safe, fair and competitive marketplace. It is our aim to          financial services provided in or from the Island
provide consumers with comprehensive and consistent           •   promotes good complaint handling by the
advice and information to assist them in avoiding or              Island’s finance industry so that its reputation is
resolving consumer disputes. We ensure that traders               bolstered in the market place
providing goods and services have access to advice on
compliance with the law and on fair trading practice so    Advice Service:
that they are able to treat their customers fairly and
                                                              •   provides advice and support to consumers
comply with trading standards legislation. We work to
                                                                  experiencing problems with purchases of goods
ensure that all consumers are aware of their rights and
                                                                  or services
that all businesses are aware of their obligations.
                                                              •   provides a debt counselling service
We monitor trading practices in the Island and proposed
consumer protection measures in other jurisdictions to     Research & Development:
ensure that our existing legislation meets the needs of
                                                              •   monitors commercial activity on the Island and
our community and international standards. The Office
                                                                  undertakes any competition or pricing
develops legislation which enables a safe, fair and
                                                                  investigations
progressive trading environment for consumers and
                                                              •   compiles and reviews statistical data on the work
businesses.
                                                                  undertaken by the Office
We operate a Financial Services Ombudsman Scheme,
which provides arbitration and conciliation services and   Office Support Services:
a final determination process through a panel of
                                                              •   provides financial and administrative services to
adjudicators.
                                                                  support the delivery of the Office’s core services
Our advice service also incorporates a debt counselling       •   manages and monitors the day-to-day operation
facility which operates to assist members of the public           of the building and office technology
who encounter debt problems.
                                                           Education:
We have a number of statutory functions that underpin
everything that we do, but our core operational services      •   initiates and develops education and information
can broadly be summarised as follows:                             campaigns to assist consumers in avoiding or
                                                                  resolving problems
Trading Standards Service:                                    •   promotes the core customer services of the
                                                                  Office
   •   enforces trading standards law within the Island
                                                              •   works with the Island’s media to inform the public
   •   provides specialist advice on trading standards
                                                                  of the work of the Office
       matters
   •   develops new legislation in the area of trading
       standards




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                SERVICE DELIVERY PLAN 2009



                                            KEY CHALLENGES


The Isle of Man Office of Fair Trading received a total of   The Board is of the opinion that the primary approach to
3,807 consumer complaints during 2007/8. This                be taken by the Office in terms of dealing with
represented a 13% increase on the number of consumer         complaints concerning tenancy and scams is to educate
complaints received during the previous year and a 32%       and empower the consumer. We offer advice and
increase on the number of consumer complaints                information to tenants and help them contact those
received during 2004/5. The number of consumer               elsewhere in Government who have responsibility for
complaints received is on course to increase for the         tenancy problems. The vast majority of scams brought
fourth consecutive year.                                     to our attention originate from other jurisdictions and so
                                                             our role in terms of prevention is limited to education.
During 2007/8, the Office dealt with consumer
                                                             We do however liaise with our counterparts in other
complaints with a total monetary value in excess of
                                                             jurisdictions.
£1.73 million. The specified monetary value of consumer
complaints ranged from a few pence in the case of            With a view to reducing the total number of consumer
pricing errors to £55,000 in the case of building work       complaints received, the “top ten” local businesses in
carried out by a business that subsequently went into        terms of complaints received during 2008/9 will be
liquidation. When specified, the average monetary            visited on at least one occasion by January 2010 to
value of a consumer complaint was £1,868.                    reinforce compliance and enhance our relationships with
                                                             the businesses concerned.
Nearly 12% of the total number of consumer complaints
received during 2007/8 concerned home maintenance,           Reducing the total number of consumer complaints
repairs and improvements. Once again, this was the top       received will be a challenge with raised consumer
category in terms of numbers of complaints. Predictably,     awareness, rising consumer expectations and consumer
the other three categories making up the top four in         concerns about their economic wellbeing.
terms of numbers of complaints were tenancy, scams
                                                             During 2008, the most recent period for which figures
and second-hand cars.
                                                             are available at the time of writing, the debt counselling
We plan to reduce the number of consumer complaints          service dealt with 181 new clients (179 in 2007) with a
concerning home maintenance, repairs and                     total debt , secured plus unsecured, of around £3.6
improvements by promoting a Good Trader Scheme               million (a fall of around 23% from 2007). The average
which will help consumers identify reputable traders and     had a debt of around £19,000 (a decrease of 27% from
allow good traders to promote their commitment to fair       2007). Credit cards and store cards accounted for
trading. In addition, a ban on cold-calling in relation to   around 45% of the total debt. This means that the
property works of this sort will be introduced under         average debt per new client actually decreased by
legislation currently being promoted by the Department       approximately £7,000 during 2008, whilst the number of
of Home Affairs. This will continue to be backed up by       new clients remained stable.
media releases and joint operations with other
                                                             The most common trigger for the new clients being in
enforcement agencies.
                                                             debt was bad budgeting, followed by illness,
Servicing and advertising standards in the motor trade       divorce/separation and redundancy in descending
will be monitored on an on-going basis and it is hoped       order. Most of the new clients were fully employed and
that such scrutiny, together with the extension of the       most were middle-aged. In terms of housing, most of
Good Trader Scheme to the motor trade, will raise            the new clients were private tenants, followed by
standards and reduce the number of consumer                  homeowners and local authority tenants in descending
complaints.                                                  order.




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                 SERVICE DELIVERY PLAN 2009




Ideally, we would be looking for significant reductions in      A key challenge for the Office in general, and the trading
the number of new clients and the average debt per              standards service in particular, is to provide modern and
client during 2009 but there is every possibility that          effective legislation that strikes a balance so that
these particular figures could actually increase despite        consumers are protected without imposing significant
our continued efforts to promote consumers’ money               compliance costs on traders or on the Office itself. The
management skills.                                              Office remains committed to providing education and
                                                                advice but experience has shown that there is still a
If the economic downturn leads to increases in the
                                                                need for punitive enforcement action in some
number of new clients and the average debt per client
                                                                circumstances, such as those in which vulnerable
over the next few years, the high quality service
                                                                members of our community are deliberately targeted.
provided by our debt counsellors may be impaired to
                                                                We will continue to improve the effectiveness of our
the detriment of those clients, who may have to wait
                                                                existing consumer protection legislation and monitor
longer for appointments. Our debt counsellors may
                                                                developments in adjacent jurisdictions. Increasingly,
have to deal with creditors who are less understanding
                                                                there is a need to strike a balance between maintaining a
than in the past. We may already have seen the initial
                                                                positive national identity in such things as unique local
impact of the economic downturn as the busiest period
                                                                measures and standards and removing any barriers to
during 2008 was October to December inclusive, when
                                                                trade: our consumer protection legislation must be
50 new clients (34 in 2007) asked for our help.
                                                                sufficiently flexible to take account of this issue.
The debt counselling service is non-statutory and the
                                                                The Office is also working to update the provisions of
Board has asked us to work with others, such as third
                                                                the Fair Trading Act 1996. Amongst other things, this
sector organisations, trade unions or staff associations to
                                                                legislation provides the Office with the ability to protect
raise awareness of debt and money management issues
                                                                both consumers and business from the adverse effects
and to investigate the possibility of transferring skills and
                                                                of anti-competitive practices and the ability to
possibly services to these partner organisations.
                                                                investigate prices. The Office has also been working on
New legislation introduced in August 2008 enables the           proposals for the economic regulation of energy
remit of the Financial Services Ombudsman Scheme to             suppliers and at the very end of 2008 was asked by the
be extended. The Board may come under pressure to               Council of Ministers to consider adapting this work to
extend the remit of the Financial Services Ombudsman            the possibility of providing for the economic regulation
Scheme to protect or enhance the reputation of the              of key monopoly providers in order to protect the
Island’s finance sector. Any decision of the Board to           national interest. This work will have to be done
extend the remit of the Financial Services Ombudsman            alongside the delivery of ongoing and future market
Scheme would have resource implications which would             investigations. The Office has recognised the need to
need careful consideration if the existing service              allocate more resources to this work.
standards are to be maintained.




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                SERVICE DELIVERY PLAN 2009



                                    WHAT WE WILL ACHIEVE


The five strategic aims of the Isle of Man Office of Fair Trading have been derived from the four policy priorities of the
Isle of Man Government. Our plans are detailed in this section according to the contribution they make to those aims
and policies.

GOVERNMENT POLICY PRIORITY ONE: Income,                           We will:
Employment and the Economy                                        • Identify areas where consumers or businesses might
                                                                    be disadvantaged through anti-competitive practice
Purpose:      To raise the standard of living of all the
                                                                    and take appropriate action
              people of the Island through the
                                                                  • Respond to evidence of anti-competitive practice
              ongoing development of a successful
                                                                    and take appropriate action
              economy and the sharing of its benefits
                                                                  • Identify areas where consumers or businesses might
              with all in our community
                                                                    be disadvantaged through excessive pricing and
OFFICE OF FAIR TRADING STRATEGIC AIM:                               take appropriate action
Ensure that markets function in the interests of                  • Respond to evidence of excessive pricing and take
consumers                                                           appropriate action
Purpose:      To protect consumers and businesses                 • Work with the Council of Ministers, Department of
              from abuse of market position and anti-               Trade and Industry, other areas of Government and
              competitive practice                                  energy providers to bring about the introduction of
                                                                    energy price regulation
                                                                  • Respond in a timely fashion to instructions issued by
                                                                    the Council of Ministers under the Fair Trading Act
                                                                    1996

Key Performance Indicators

Indicator                       Current Performance             Benchmark                        Target
Complete Fair Trading Act       New Key Performance             N/A                             Submission of report by
investigation into liquid       Indicator for 2009/10                                           July 2009
fuels
Submission of economic          N/A                             N/A                             Submission of legislation
regulation legislation for                                                                      by April 2010
energy to Tynwald
Increase awareness of           New Key Performance             N/A                             Publication of guidance
those responsible for           Indicator for 2009/10                                           material for public sector
procurement within the                                                                          purchasers and for
public sector of bid-rigging                                                                    tendering parties
and collusive tendering
issues




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               SERVICE DELIVERY PLAN 2009




OFFICE OF FAIR TRADING STRATEGIC AIM:                  We will:
Business support                                       • Protect businesses from unfair and detrimental
                                                         trading practices through the provision of up to date
Purpose:      To support businesses that wish to
                                                         legislation supported by advice, information and
              trade fairly
                                                         enforcement services
                                                       • Enhance our relationship with traders
                                                       • Promote the Good Trader Scheme

Key Performance Indicators

Indicator                    Current Performance      Benchmark                     Target
Proactively target those      New Key Performance     N/A                          At least three projects
who knowingly trade           Indicator for 2009/10                                completed by March 2010
unfairly
Promote the Good Trader       New Key Performance     N/A                          At least 20 members by
Scheme                        Indicator for 2009/10                                January 2010 and 50 by
                                                                                   January 2011
Visits to businesses to       New Key Performance     N/A                          “Top ten” local businesses
reinforce compliance and      Indicator for 2009/10                                in terms of complaints
enhance our relationships                                                          received during 2008/9
with the businesses                                                                visited on at least one
concerned                                                                          occasion by January 2010
Verifying claims by local     New Key Performance     N/A                          At least three projects
businesses as to              Indicator for 2009/10                                completed by March 2010
membership of
professional and trade
organisations
Promote the OFT website       New Key Performance     N/A                          Promotion through media
as a source of guidance to    Indicator for 2009/10                                and direct contact by
businesses                                                                         December 2009




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            SERVICE DELIVERY PLAN 2009



                         WHAT WE WILL ACHIEVE cont’d


GOVERNMENT POLICY PRIORITY TWO:                       We will:
Government Spending and Revenues                      • Proactively acquire specific and detailed information
                                                        in areas where consumer concern has increased or is
Purpose:   To raise revenues and allocate resources
                                                        likely to intensify with new developments in the
           for the provision of services in a way
                                                        supply of goods and services
           that:
                                                      • Collate data and identify trends to enable future
           • meets the needs of the community
                                                        strategies to be considered and resources to be
           • ensures that people are healthy and
                                                        allocated accordingly
               secure
                                                      • Verify the appropriateness of services offered by
           • assists those most in need
                                                        stakeholder survey every two years
           • distributes the benefits of economic
                                                      • Continue to promote and put into practice the
               growth
                                                        principles of equal opportunities, sustainable
OFFICE OF FAIR TRADING STRATEGIC AIMS:                  development, social inclusion and continuous
Value for Money                                         professional and personal development
Purpose:   To ensure value for money in service       • Ensure that we integrate risk, quality and
           delivery by providing the right services     performance management practices into our work
           in the right way                           • Continue to promote and put into practice the
                                                        principles of Corporate Governance
                                                      • Review fee levels biannually to maximise cost
                                                        recovery whilst having regard to the cost to the
                                                        community
                                                      • Work in partnership with other organisations where
                                                        this will benefit the community




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               SERVICE DELIVERY PLAN 2009




Key Performance Indicators

Indicator                    Current Performance     Benchmark                     Target
Energy consumption           New Key Performance     N/A                           Monitor energy use and
                             Indicator for 2009/10                                 report by March 2010
                                                                                   Develop an energy
                                                                                   conservation strategy by
                                                                                   March 2010
                                                                                   Assess the potential to
                                                                                   reduce at work and home
                                                                                   to work staff journeys by
                                                                                   March 2010
% of staff undertaking       N/A                     Trading Standards National    100%
professional development                             Performance Framework
                                                     Data 2007/8 (England,
                                                     Scotland and Wales) =
                                                     94.1%
% of staff taking up         N/A                     Isle of Man Government’s      100%
learning and development                             “Investment in Learning &
opportunities                                        Development” policy -
                                                     average of 5 days per staff
                                                     member per year
Examining operational        New Key Performance     N/A                           Process complete and
policies and procedures to   Indicator for 2009/10                                 any remedial action
ensure that they are                                                               undertaken by March
efficient and effective                                                            2010




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                SERVICE DELIVERY PLAN 2009



                              WHAT WE WILL ACHIEVE cont’d


GOVERNMENT POLICY PRIORITY THREE:                         We will:
  Legislation and Regulation                              • Monitor and where necessary react to developments
                                                            in consumer law, ombudsman schemes and trading
Purpose:      To introduce and enforce legislation and
                                                            standards law in adjacent jurisdictions and to
              regulations which provide for the
                                                            changes in local and global trading practices
              protection, safety and personal
                                                          • Keep abreast of changes in enforcement practices
              development of the individual whilst
                                                            and criminal and civil sanctions in other jurisdictions
              minimising the burden of compliance to
                                                          • Modernise and consolidate trading standards
              employers and the community at large
                                                            legislation
OFFICE OF FAIR TRADING STRATEGIC AIMS:
Effective Legislation

Purpose:      To provide an effective and appropriate
              legislative framework for consumer
              protection

Key Performance Indicators

Indicator                      Current Performance       Benchmark                     Target
Full review of weights &       New Key Performance       N/A                           Report to the Board by
measures legislation with a    Indicator for 2009/10                                   April 2010
view to modernising and
consolidating the
legislation in 2010/11
Investigate the possibility    New Key Performance       N/A                           Report to the Board by
of modernising and             Indicator for 2009/10                                   October 2009
consolidating trading
standards legislation by
introducing legislation
equivalent to the EU Unfair
Commercial Practices
Directive
Investigate the possibility    New Key Performance       N/A                           Report to the Board by
of reinforcing consumers’      Indicator for 2009/10                                   January 2010
rights by introducing
legislation equivalent to
the EU Consumer Rights
Directive
Assess the impact of the       New Key Performance       N/A                           Report to the Board by
EU Timeshare Directive on      Indicator for 2009/10                                   October 2009
domestic legislation




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               SERVICE DELIVERY PLAN 2009




GOVERNMENT POLICY PRIORITY FOUR:                          •   Inspect all licensed petrol filling stations, petrol can
Quality of Life                                               stores and shops storing fireworks
                                                          •   Monitor the activities of the motor trade, the home
Purpose:      To continue to give people the freedom
                                                              improvement trade and other priority areas in terms
              and opportunity to live and prosper in a
                                                              of the concerns of consumers
              safe and caring community, whilst
                                                          •   Increase consumer awareness of their rights and of
              protecting the Island’s unique natural
                                                              our services by publicising the services we provide,
              and cultural heritage and way of life
                                                              producing and promoting educational material and
OFFICE OF FAIR TRADING STRATEGIC AIMS:                        issuing media releases on specific issues
Consumer support                                          •   Provide advice, information, direct support or
Purpose:      To provide high quality services                mediation for consumers in a timely manner as the
              protecting consumers from unfair                circumstances necessitate in respect of disputes
              trading practices                               involving the provision of goods or services
                                                          •   Provide a confidential and timely debt counselling
We will:                                                      service to assist individuals attempting to address
• Protect consumers from unfair and detrimental               their debt problems and manage their finances more
  trading practices through the provision of up to date       effectively
  legislation supported by advice, information and        •   Provide a free and timely alternative dispute
  enforcement services                                        resolution service for consumers with complaints
• Minimise the risk of personal injury caused by              about financial services provided in or from the
  consumer goods                                              Island
• Minimise sales of age-restricted products to young      •   Take steps to extend the remit of the Financial
  people                                                      Services Ombudsman Scheme in line with any policy
• Maintain the Manx Standards of length, mass and             of the Board
  volume




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                 SERVICE DELIVERY PLAN 2009



                                 WHAT WE WILL ACHIEVE cont’d


Key Performance Indicators

Indicator                         Current Performance            Benchmark                    Target
Undertake test purchases          2 test purchasing exercises    Overall rate of compliance   At least 3 comprehensive
of cigarettes to reinforce        undertaken during 2008 -       in Wales during 2007/8 =     test purchasing exercises
compliance with the age           overall rate of compliance =   85%                          with a significant increase
restriction                       63%                                                         in the overall rate of
                                                                                              compliance completed by
                                                                                              March 2010
Undertake test purchases          New Key Performance            N/A                          At least 3 comprehensive
of beer to reinforce              Indicator for 2009/10 with                                  test purchasing exercises
compliance with weights &         enforcement action in                                       completed by March 2010
measures legislation              accordance with new
                                  Board policy
Undertake inspections to          New Key Performance            N/A                          At least 4 projects
reinforce compliance with         Indicator for 2009/10                                       completed by March 2010
price marking legislation
Inspect shops and public          New Key Performance            N/A                          At least 30% of shops
houses selling cigarettes to      Indicator for 2009/10                                       selling cigarettes inspected
reinforce compliance with                                                                     annually
the age restriction                                                                           At least 50% of public
                                                                                              houses selling cigarettes
                                                                                              inspected annually
Motor trade - continue to         6 services test purchased      N/A                          Test purchase at least 6
monitor servicing and             during 2008 - no                                            services annually and
advertising standards             evidence of any major                                       monitor advertising in the
                                  non-compliances                                             local media on an on-going
                                                                                              basis
Investigate further ways in       New Key Performance            N/A                          Report to the Board by
which to promote                  Indicator for 2009/10                                       December 2009
consumers’ money
management skills and
confidence when dealing
with financial service
providers
Investigate the possibility       New Key Performance            N/A                          Report to the Board by
of transferring all or part of    Indicator for 2009/10                                       December 2009
the debt counselling
service to, for example,
third sector organisations,
trade unions or staff
associations




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                 SERVICE DELIVERY PLAN 2009



                          RESOURCES


Main Head of Service       Estimate   Estimate   Estimate
                           2009-10    2010-11    2011-12
                                  £          £          £

Salaries                    667,934    673,834    677,783

Other Expenditure           193,049    192,753    192,804

Less Income                  31,983     33,587     33,587

Net Total                   829,000    833,000    837,000

Staffing (FTE)                17.50      17.50      17.50




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          SERVICE DELIVERY PLAN 2009




                                  Issued by the
                        Isle of Man Office of Fair Trading
                              Government Building
                                   Lord Street
                                      Douglas
                                    Isle of Man
                                      IM1 1LE

                         Telephone: +44 (1624) 686500
                             Fax: +44 (1624) 686504
                          Email: iomfairtrading@gov.im
                           Website: www.gov.im/oft




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