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Registration Key Performance Indicators (KPIs)

As of 1 July 2018, we will be using new Key Performance Indicators (KPIs) for registration applications. Some of these KPIs will have longer lead times because at peak times, the existing KPIs were not achievable in our busy periods. 

To off-set increased turnaround time during busy periods, our new target is to complete 85% of registration and restoration forms, including speciality forms, on time as compared to 80% before. 

When are peak times? 

Peak times occur annually as follows:

  • March to April (renewal for fully qualified registrants)
  • July to August (the end of student renewal) 
  • August to October (newly fully qualified applications and student registrations)

What are the new KPIs?

The full list of KPIs are listed in the table below. 

KPI number/Type of form

Target in working days

Comments

  1. Registration forms*

10 from complete application and payment received

 
  1. Restoration forms*

15 from complete application and payment received

 
  1. Speciality registration forms*

10 from complete application and payment received

 
  1. Speciality restoration forms*

15 from complete application and payment received

 
  1. Qualification updates

10 from complete application and payment received

 
  1. Letters of Good Standing

3 from complete application and payment received

 
  1. Certificate of Current Professional Standing

5 from complete application and payment received

 
  1. Emails (normal period)

3 days

All correspondence to be logged on the day of response

 
  1. 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

 
  1. Phone calls

Same day

 
  1. 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)
  1. 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.
*Online form
 
Outside of peak times, we will aim to complete registration and speciality registration forms within five working days and restoration and speciality restoration forms within ten working days. 
 

How will KPIs be measured? 

The target turnaround time will be measured once:

  • Payment has been made (payment to be made using PayPal. Cheques are not accepted).
  • All supporting information has been provided (for example completed verification of identity form)
  • The form has been correctly completed.

Who do I contact if I have any questions? 

If you have any questions, you can contact the Registration Department via email or telephone as listed below: 

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