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Mission and Targets for Employment Agency Standards Inspectorate 2009/10

Mission: To work with agencies and employers to raise standards within the industry and to ensure compliance with employment rights, particularly for vulnerable agency workers.

Objective 1 – To ensure more robust and effective enforcement of the law

• To increase the amount of pay returned to workers following action by EAS
• Complete 75% of investigations and issue any warning letters within 6 weeks of complaint being made to EAS
• Papers for 90% of potential prosecutions / prohibitions submitted to HQ inspections manager within 2 months
• Appropriate requests from other enforcement agencies met on time and collaborative investigations undertaken where appropriate
• Measure: EAS Annual Report 2009/10 (compared with 2008/09)

Objective 2 – To raise visibility and reputation of EAS among vulnerable agency workers and within the industry

• Results of awareness-raising campaigns demonstrate increased levels of awareness of EAS
• To publicise one large-scale risk-based investigation per month
• Each inspector to participate in at least one awareness-raising event per year
• Positive feedback from employment agencies and employment businesses and from workers on EAS’s performance
• Measure: results of awareness campaigns, media tracking and staff reports; feedback from Fair Employment Enforcement Board and other industry stakeholders; customer satisfaction surveys

Objective 3 – To deliver better customer service

• All complaints to EAS receive a courtesy response
• Helpline available 9am – 5pm every working day
• 90% of enquiries receive a response within 7 working days
• Freedom of Information, Ministerial and correspondence deadlines met
• (After the single enforcement helpline is launched) EAS meets the target for responding to complex queries and complaints referred from the helpline provider.
• Measure: customer satisfaction surveys; EAS Annual Report 2009/10