Sentiment and outcomes
We aim to demonstrate that our work has improved the awareness, understanding and effective use of information rights across society. To do this, we will measure, and expect to see improvement in:
- awareness of data protection rights, and understanding of how to exercise these rights, with particular attention to understanding how information rights can benefit certain socio-economic groups from underrepresented or vulnerable communities;
- the number of people able to use individual data protection rights effectively as demonstrated by a reduction in number of upheld complaints about exercising rights;
- diversity in the customers accessing our services (including our public-facing live services, our guidance and our website information); and
- awareness of the ICO and confidence in what we do.
It is our aim to respond in real time to complaints, requests for information and advice and to conduct our investigations as efficiently and effectively as possible. To track our progress, we will use the following measures:
- assess and respond to 80% of data protection complaints within 90 days;
- assess and respond to 90% of data protection complaints within six months;
- ensure that less than 1% of our data protection complaints caseload are over 12 months old;
- no complaint cases referred to the Parliamentary and Health Service Ombudsman (PHSO) about the ICO upheld;
- investigate and respond to 90% of service complaints within 30 calendar days;
- conclude 95% of all formal investigations within 12 months of them starting;
- respond to 100% of all information access requests within statutory timescales; and
- achieve a customer satisfaction index (CSI) score of 74.