General Optical Council

KPI number/Type of form

Target in working days

Comments

1. Registration forms*

10 from complete application and payment received

2. Restoration forms*

15 from complete application and payment received

3. Speciality registration forms*

10 from complete application and payment received

4. Speciality restoration forms*

15 from complete application and payment received

5. Qualification updates

10 from complete application and payment received

6. Letters of Good Standing

3 from complete application and payment received

7. Certificate of Current Professional Standing

5 from complete application and payment received

8. Emails (normal period)

3 days

All correspondence to be logged on the day of response

9. Email with further information required

Acknowledgment within 24 hours

Internal response – chase after 24 hours

External response - chase after 48 hours

All correspondence must be logged on the day of response

PEAK TIME EXCEPTIONS:

Internal response – chase after 48 hours

External response - chase after 72 hours

10. Phone calls

Same day

11. Accuracy in entering data onto CRM

95% of all types of form should be entered correctly per month

Tier 1 and 2 errors count

Tier 3 errors are exempt

(See Registration Department Quality Assurance Ranking document)

12. Logging and scanning of forms

98% of forms should be logged, scanned and distributed on the same day

If post is received before 1pm. If after 1pm by 11am the next working day.