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AbbreviationDepartmentBodyTransactional serviceTransactions per yearCategoryURLOverall cost per transaction (£)Period covered by dataDescription of serviceNotes on costsOther notesCustomer typeBusiness model
2
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Stamp Duty Reserve Tax (SDRT)437,798,150Providing/reporting informationhttp://www.hmrc.gov.uk/sdrt/intro/basics.htm0.052011/2012
Stamp Duty Reserve Tax (SDRT) is paid on electronic 'paperless' share transactions, and most shares are bought and sold this way. Transactions included are share purchase submissions and ameded submissions. (When you buy shares using a paper stock transfer form you pay Stamp Duty rather than SDRT.)
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
3
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Payments made (Banking)182,042,037
Making a payment (taxes and fines)
0.112011/2012
Payments made (banking) includes payments issued by HMRC.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
4
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Customs97,703,808Providing/reporting information0.182011/2012
Customs transactions are submitted through a number of services, including: Customs Handling of Import Export Freight (CHIEF), Import Control System (ICS), National Export System (NES), National Transit, and Excise Movement Control Service (EMCS).
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
5
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Pay As You Earn (PAYE)97,420,705Providing/reporting informationhttp://www.hmrc.gov.uk/paye/index.htm2.892011/2012
Pay As You Earn (PAYE) including EDI is the amount of income tax collected by employers on behalf of the government from employees. Transactions include form submissions, amended submissions and registrations.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
6
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Payments received (banking)59,794,371
Making a payment (taxes and fines)
0.272011/2012
Payments received (banking) includes payments made to HMRC.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
7
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Vehicle excise duty (vehicle tax)46,012,000
Making a payment (taxes and fines)
https://www.taxdisc.direct.gov.uk/EvlPortalApp/app/home/intro?skin=directgov1.282011/12
This is the application and issue of a Vehicle Excise Duty (or Tax) disc for every vehicle that is used on public roads within Great Britain. Tax discs can be issued for 6 or 12 months and will vary in applicable duty. <br>Applications can currently be made online, via telephone, at DVLA Local Offices or at Licensing Post Offices.
The relicensing costs are derived from the electronic vehicle licensing (EVL) model, which is a marginal costing model.  The unit costs are built from the specific standard postage, stationery, staff, agent fees and other costs which are incurred in processing one relicensing transaction
Citizen (mainstream)
Cost recovery
8
DWPDepartment for Work and Pensions (DWP)Department for Work and Pensions (DWP)Jobseeker's Allowance (JSA) (signing on)40,000,000Requesting benefits/grants/loanshttps://www.gov.uk/jobseekers-allowanceNot supplied
Jobseeker’s Allowance (JSA) is the main benefit for people who are out of work. To keep getting JSA, claimants normally have to attend a Jobcentre every two weeks to 'sign on'. This process is designed to ensure they have been looking for work and that nothing has changed that could affect their claim.
Make a <a href=http://www.whatdotheyknow.com/body/dwp">freedom of information (FOI) request to the Department for Work and Pensions</a> for cost per transaction data for this service."
Citizen (challenged)Fiscal
9
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)VAT23,512,004Providing/reporting information1.372011/2012
Value added tax (VAT) is charged on most goods and services that VAT-registered businesses provide in the UK. Transactions include declaration form submissions, amended submissions and registrations.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
10
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Corporation Tax17,950,000Providing/reporting informationhttp://www.hmrc.gov.uk/ct/index.htm1.182011/2012
Corporation Tax (CT) is a tax levied in the United Kingdom on the profits made by companies and on the profits of permanent establishments of non-UK resident companies and associations that trade in the EU.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
11
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Self Assessment17,946,929Providing/reporting informationhttp://www.hmrc.gov.uk/sa/index.htm3.362011/2012
Self assessment is the process for the self-employed and higher earners to calculate their tax liability and declare any income tax due. SA transactions include form submissions, amended submissions and registrations.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
Citizen (able)Fiscal
12
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Vehicle registration: changes to a registration document17,592,152Amending/deleting informationhttps://www.gov.uk/change-name-address-vehicle-reg-certificate-v5c2.082011/12
These are notifications received on a registration certificate to register a change to the personal details of the vehicle's registered keeper e.g. Name, Address or a change to the vehicle itself e.g. Colour, Body Type or registered keeper. These notifications cannot currently be completed on-line.
The SLA unit costs are calculated by the SLA model, which allocates all costs, except projects, to operational activities, mainly Drivers, Vehicles Registration, Vehicles Licensing, Sale of Marks and Enforcement.  These costs include both the costs directly incurred by operational areas and an allocation of support areas such as HR and Finance.  The costs in each activity are then split by timings into individual transactions, we can then calculate the unit cost by dividing the allocated cost by the transaction volume.
Citizen (mainstream)
Cost recovery
13
Defra
Department for Environment, Food and Rural Affairs (Defra)
Rural Payments Agency (RPA)Cattle Tracing System (CTS)15,775,236Providing/reporting informationhttps://secure.services.defra.gov.uk/wps/portal/ctsoNot availableApril 2011-March 2012
Births, movements and deaths of cattle are recorded to aid disease control. <br>Customers can see details of passport applications and movements; view all births, movements and deaths reported in the last six months; see calving histories for their animals; and send information to the British Cattle Movement Service to help resolve problems.
Contact <a href=mailto:paul.collinge@rpa.gsi.gov.uk">Paul Collinge</a> for information on the cost per transaction for this service."
The transactions volume relates to the number of separate events recorded in the system.
BusinessFiscal
14
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Tax Credits9,635,817Requesting benefits/grants/loanshttp://www.hmrc.gov.uk/TAXCREDITS/Not supplied2011/2012
Tax Credits are payments from the government to people who are either responsible for at least one child or on a low income. Universal Credit will eventually replace Tax Credits.
Costs data has been excluded as the service will be incorporated in Universal Credit. Contact <a href=mailto:richard.moss@hmrc.gsi.gov.uk">Richard Moss</a> for information on the cost per transaction for this service."
Citizen (challenged)Fiscal
15
BISDepartment for Business, Innovation and Skills (BIS)Land RegistryOfficial copies from Land Registry9,321,067Ordering goodshttp://www.landregistry.gov.uk/professional/forms3.52011/2012
An Official Copy of a register or title plan represents a true record of entries in the register and extent of the registered title at a specific date and time. It is admissible as evidence in court proceedings as if it were the original.
Applications can be received via different channels, requiring different processes and may contain multiple transactions. The published cost per transaction is therefore an average cost.
BusinessCost recovery
16
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Debt Management8,829,844Not supplied2011/2012
Debt Management is the active collection of outstanding amounts to the Exchequer and includes unpaid taxes, overpayment of benefits and other debts due. The nature of debt management work requires a high degree of personal intervention and it would not therefore be appropriate to look to digitise this type of activity.
Contact <a href=mailto:richard.moss@hmrc.gsi.gov.uk">Richard Moss</a> for information on the cost per transaction for this service."
BusinessFiscal
17
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)National Insurance7,373,500Providing/reporting informationhttps://www.gov.uk/national-insurance/overview5.842011/2012
National Insurance is a system to collect contributions paid by workers, employers and the self-employed, towards the cost of certain state benefits.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
18
Defra
Department for Environment, Food and Rural Affairs (Defra)
Animal Health and Veterinary Laboratories Agency (AHVLA)
Endemic disease surveillance (animals tested)7,000,000Providing/reporting informationhttp://vla.defra.gov.uk/science/sci_rs_intro.htmNot supplied
Anyone having in their charge an animal affected by, or suspected of having, certain diseases must notify the police or veterinary authorities such as AHVLA. The diseases covered by this legal requirement are known as “notifiable diseases”. AHVLA investigates all incidents of suspected notifiable disease, and the figure here relates to the number of animals investigated.
Make a <a href=http://www.whatdotheyknow.com/body/ahvla">freedom of information (FOI) request to the Animal Health and Veterinary Laboratories Agency (AHVLA)</a> for cost per transaction data for this service."
BusinessFiscal
19
Home OfficeHome OfficeIdentity and Passport Service (IPS)Passport applications5,400,000
Requesting a licence/authorisation
https://passports.ips.gov.uk/epa1r1a/index.aspx65Financial Year 2011-12
Applying for a new, renewed, replacement, updated or extended passport.
This is the unit cost for producing and issuing a passport. This is a cost recovery funded service, the average cost does not align with individual passport fees as it is an aggregation of the differing volumes and channel pricing structures for the various passport types produced by IPS.
This includes all passport types: jumbo, standard, adult, child, first time, renewals, replacement, fast track and premium.
Citizen (mainstream)
Cost recovery
20
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Child Benefit5,383,545Requesting benefits/grants/loanshttps://www.gov.uk/child-benefit/overview6.22011/2012
Child Benefit is a payment that you can claim for your child. It is usually paid every four weeks but can sometimes be paid weekly. There are separate rates payable for each child. The volume of transactions includes initial claims and changes to circumstances, but not individual payments.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
Citizen (mainstream)
Fiscal
21
MoJMinistry of Justice (MOJ)National Offender Management Service (NOMS)Prison appointment bookings4,600,000Booking an appointmentNot available
Prison visits booking is the service through which social visitors and legal professionals can arrange a time to meet with a specific prisoner. The service must match the visitor and prisoner to the available capacity for visits, balancing convenience for the visitor with the need for efficiency and security.
The transactional data provided by the Ministry of Justice is all that is available at the present time. Performance data for some services is currently not collected as the systems were not originally designed to do so, and will be addressed as these services are digitally redeveloped in line with the commitments within our digital strategy.<br>Contact <a href=mailto:digital@justice.gsi.gov.uk">digital@justice.gsi.gov.uk</a> for enquiries about the MoJ Digital Strategy."
Citizen (challenged)Fiscal
22
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Statutory off-road notice (SORN)4,502,000Amending/deleting informationhttps://www.taxdisc.direct.gov.uk/EvlPortalApp/app/home/intro?skin=directgov0.472011/12
This service is to declare that the vehicle in question is currently not being used or parked on a public road from the date declared. <br>Registered keepers can make a SORN on-line, by telephone or by manual form. New keeper applicants can only apply by manual form. <br>SORN can also be declared in conjunction with an application for a refund of vehicle tax.
The relicensing costs are derived from the electronic vehicle licensing (EVL) model, which is a marginal costing model.  The unit costs are built from the specific standard postage, stationery, staff, agent fees and other costs which are incurred in processing one relicensing transaction
Citizen (mainstream)
Cost recovery
23
BISDepartment for Business, Innovation and Skills (BIS)Land RegistryTitle register views3,847,098Requesting informationhttp://www.landregistry.gov.uk/professional/forms1.532011/2012
The property register identifies the geographical location and extent of the registered property by means of a short description (usually the address) and by reference to an official plan which is prepared for each title. It may also give particulars of any rights that benefit the land. In the case of a leasehold title, it gives brief details of the lease.
Applications can be received via different channels, requiring different processes and may contain multiple transactions. The published cost per transaction is therefore an average cost.
BusinessCost recovery
24
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Construction Industry Scheme (CIS)3,820,455Providing/reporting informationhttp://www.hmrc.gov.uk/cis/0.852011/2012
Construction Industry Scheme (CIS) sets out the rules for how payments to subcontractors for construction work must be handled by contractors in the construction industry. The volume of transactions includes form submissions, amended submissions and registrations.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
25
Home OfficeHome OfficeDisclosure and Barring Service (DBS)Enhanced criminal records checks3,800,000
Requesting a licence/authorisation
https://www.gov.uk/crb-criminal-records-bureau-check28Financial Year 2011-12
An enhanced criminal records check may be required for certain jobs or voluntary work, such as those involving working with children or vulnerable adults. As with a Standard Criminal Records check, it checks against spent and unspent convictions, cautions, reprimands and final warnings. It also checks against approved local police records and the DBS' barred lists.
This service is cost recovery funded. Volunteers are issued with certificates free of charge and account for around 23% of applications.
DBS was formed from the former Criminal Records Bureau (CRB) and the Independent Safeguarding Authority (ISA) in December 2012.
Citizen (mainstream)
Cost recovery
26
DWPDepartment for Work and Pensions (DWP)Department for Work and Pensions (DWP)Jobseeker's Allowance (JSA) (claims)3,415,000Requesting benefits/grants/loanshttps://www.dwpe-services.direct.gov.uk/portal/page/portal/jsaol/lpNot supplied
Jobseeker’s Allowance (JSA) is the main benefit for people who are out of work. This data covers new claims for JSA.
For information on online costs only, contact <a href=mailto:myrtle.lloyd@dwp.gsi.gov.uk">myrtle.lloyd@dwp.gsi.gov.uk</a>.<br><br>Alternatively
make a <a href="http://www.whatdotheyknow.com/body/dwp">freedom of information (FOI) request to the Department for Work and Pensions</a> for cost per transaction data for this service."
Citizen (challenged)Fiscal
27
BISDepartment for Business, Innovation and Skills (BIS)Land RegistryDealings (DLGs)3,404,261Providing/reporting informationhttp://www.landregistry.gov.uk/professional/forms28.232011/2012
Requests to update the register by conveyancers acting on behalf of their clients, or by the public.
Applications can be received via different channels, requiring different processes and may contain multiple transactions. The published cost per transaction is therefore an average cost.
BusinessCost recovery
28
Home OfficeHome OfficeUK Border Agency (UKBA)Visa applications (temporary & permanent migration)3,400,000
Requesting a licence/authorisation
http://www.ukba.homeoffice.gov.uk/countries/online/?langname=null225Financial Year 2011-12
An application by a foreign national for a visa to reside in the UK on a temporary or permanent basis.
This figure represents the overall cost of processing an application for a visa. To ensure that the service that we provide is of the highest value to the public this involves a large amount of work that can not yet be done digitally, such as identity verification, interviews and background checks, all of which increase costs. Although some aspects of the process are done online it is not possible to provide a completely digital service.
Includes Visa, Family, Employment, Study, Visit, Sponsor, Accession, Permanent Residence, British Citizenship & Euro applications. It also includes withdrawn applications and applications where the applicant has been non-cooperative. Asylum applications are excluded.
Foreign nationalsCost recovery
29
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)DVLA refund2,853,000Requesting benefits/grants/loanshttps://www.gov.uk/apply-for-tax-disc-refund-form-v141.882011/12
This transaction is to allow the current or last registered keeper of a vehicle to apply for a refund of vehicle excise duty for each complete month remaining on the disc. <br>Refund applications have to be submitted by post by completing an appropriate application form. DVLA will also need to have been notified of an appropriate event indicating why the refund is being applied for.
The SLA unit costs are calculated by the SLA model, which allocates all costs, except projects, to operational activities, mainly Drivers, Vehicles Registration, Vehicles Licensing, Sale of Marks and Enforcement. These costs include both the costs directly incurred by operational areas and an allocation of support areas such as HR and Finance. The costs in each activity are then split by timings into individual transactions, we can then calculate the unit cost by dividing the allocated cost by the transaction volume.
Citizen (mainstream)
Cost recovery
30
BISDepartment for Business, Innovation and Skills (BIS)Companies HouseDirector and mortgage detail searches2,723,489Requesting informationhttp://www.companieshouse.gov.uk/1Apr 2011 - Mar 2012
Provision of director information and charge information via web-based search services.
BusinessCost recovery
31
DWPDepartment for Work and Pensions (DWP)Department for Work and Pensions (DWP)Crisis Loans2,586,000Requesting benefits/grants/loanshttps://www.gov.uk/crisis-loansNot supplied
Applications for Crisis Loans. Loans are provided to help with essential costs after an emergency or disaster, such as a flood or fire in the home.
Make a <a href=http://www.whatdotheyknow.com/body/dwp">freedom of information (FOI) request to the Department for Work and Pensions</a> for cost per transaction data for this service."
Citizen (challenged)Fiscal
32
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Driving licence: photo renewal2,405,994Amending/deleting informationhttps://www.gov.uk/change-photo-driving-licence4.722011/12
This is a renewal of a photograph on the driving licence for customers, which occurs every 10 years from date of issue. An automatic reminder is sent to customers inviting them to apply. Online, intermediary or paper route is available. There is a £20 fee for this transaction.
The majority of the costs are fixed or are the same per call for all driver licensing transactions. Fixed costs are divided by the volume splits which results in the cost per transaction being the same. There are variables in things such as processing times and the number of telephone calls generated per transaction but the differences are too small to make an impact on the unit cost.
Citizen (mainstream)
Cost recovery
33
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)First registration of vehicle2,381,218Providing/reporting informationhttps://www.gov.uk/vehicle-registration/new-registrations2.692011/12
The majority of new vehicles are registered by Motor Dealers using the Automated First Registration and Licensing System (AFRL). Vehicles can also be registered via Local Offices by completing a V55 application form. A £55 first registration fee is payable.
The SLA unit costs are calculated by the SLA model, which allocates all costs, except projects, to operational activities, mainly Drivers, Vehicles Registration, Vehicles Licensing, Sale of Marks and Enforcement. These costs include both the costs directly incurred by operational areas and an allocation of support areas such as HR and Finance. The costs in each activity are then split by timings into individual transactions, we can then calculate the unit cost by dividing the allocated cost by the transaction volume.
Citizen (mainstream)
Cost recovery
34
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Driving licence: change of address2,285,214Amending/deleting informationhttps://www.gov.uk/change-address-driving-licence3.752011/12
This service allows customers to update the address on the driving licence and therefore the driver record. It applies to all customers who hold a UK driving entitlement. The transaction is free and services available to complete this transaction are online, paper channel or telephone. Customers are able to apply via post using the paper counterpart of their current driving licence
The majority of the costs are fixed or are the same per call for all driver licensing transactions. Fixed costs are divided by the volume splits which results in the cost per transaction being the same. There are variables in things such as processing times and the number of telephone calls generated per transaction but the differences are too small to make an impact on the unit cost.
Citizen (mainstream)
Cost recovery
35
BISDepartment for Business, Innovation and Skills (BIS)Companies HouseAnnual returns2,262,898Providing/reporting informationhttp://www.companieshouse.gov.uk/5.2Apr 2011 - Mar 2012
The Annual Return is a statutory requirement of the Companies Act and applies to all Companies and LLPs. This provides the public with a synopsis of the company every year and includes information on Directors, shareholders, Company type etc SIC codes etc etc.
An annual fee is attached to the annual return. The annual fee covers the registration costs of annual returns, accounts filing and all other document filing for Limited Liability Companies, where these services do not have separate fees.<br>The published cost per transaction is an average cost per transaction across these product groups.
BusinessCost recovery
36
BISDepartment for Business, Innovation and Skills (BIS)Companies HouseOther document filing (filing transactions)2,247,968Providing/reporting informationhttp://www.companieshouse.gov.uk/5.2Apr 2011 - Mar 2012
Registration of all other documents apart from accounts, annual returns and other fee bearing transactions. The many documents in this category can be filed by any limited liability entity, and fulfil a company's statutory registration obligations under the Companies Act and other legislation. Document filings can range from information provided by several thousand companies a year to a transaction filed by a company once in 5-10 years.
An annual fee is attached to the annual return. The annual fee covers the registration costs of annual returns, accounts filing and all other document filing for Limited Liability Companies, where these services do not have separate fees.<br>The published cost per transaction is an average cost per transaction across these product groups.
BusinessCost recovery
37
BISDepartment for Business, Innovation and Skills (BIS)Companies HouseAccounts filing2,060,509Providing/reporting informationhttp://www.companieshouse.gov.uk/5.2Apr 2011 - Mar 2012
The accounts are an annual statutory filing requirements of all limited companies and LLPs. They provide the public with accounts information. The costs of filing accounts is recovered through the Annual Fee attached to the Annual Return.
An annual fee is attached to the annual return. The annual fee covers the registration costs of annual returns, accounts filing and all other document filing for Limited Liability Companies, where these services do not have separate fees.<br>The published cost per transaction is an average cost per transaction across these product groups.
BusinessCost recovery
38
DfTDepartment for Transport (DfT)Driving Standards Agency (DSA)Book practical driving test1,942,010Booking an appointmenthttps://www.gov.uk/book-practical-driving-test1.12011/12
Service aimed at learner drivers to allow the booking and fee payment for a practical driving test.
Citizen (mainstream)
Cost recovery
39
MoJMinistry of Justice (MOJ)HM Courts & Tribunals Service (HMCTS)Court fine payments1,882,828
Making a payment (taxes and fines)
https://courtfines.direct.gov.uk/courtfines/pages/select.doNot available
Fines are the most common sentence passed out in criminal courts. Courts can also impose fines for driving offences, not paying a fixed penalty notice, and not having a TV licence.
The transactional data provided by the Ministry of Justice is all that is available at the present time. Performance data for some services is currently not collected as the systems were not originally designed to do so, and will be addressed as these services are digitally redeveloped in line with the commitments within our digital strategy.<br>Contact <a href=mailto:digital@justice.gsi.gov.uk">digital@justice.gsi.gov.uk</a> for enquiries about the MoJ Digital Strategy."
Citizen (challenged)Fiscal
40
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Agent Authorisation1,788,457
Requesting a licence/authorisation
6.492011/2012
Agent Authorisation is a system used by tax agents, advisers or accountants for authority to deal with HMRC on behalf of an individual or a business. Transactions include registrations, licence requests and authorisations.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
41
BISDepartment for Business, Innovation and Skills (BIS)Land RegistrySearch of whole (Land Registry)1,733,839Requesting informationhttp://www.landregistry.gov.uk/professional/forms2.642011/2012
A person who wishes to protect a transaction for value, such as purchase, lease or charge, may make an official search of whole with priority against either the whole or part of a registered title or pending first registration. <br>The effect of the official search with priority is to “freeze” the title to allow the application to be lodged. This protected application takes priority over other applications lodged within the priority period.
Applications can be received via different channels, requiring different processes and may contain multiple transactions. The published cost per transaction is therefore an average cost.
BusinessCost recovery
42
DfTDepartment for Transport (DfT)Driving Standards Agency (DSA)Book theory driving test1,694,995Booking an appointmenthttps://www.gov.uk/book-a-driving-theory-testNot available2011/12
Service aimed at learner drivers to allow the booking and fee payment for a theory driving test - provided as part of a wider outsourced contract to fully deliver the theory test itself
Transactional cost data is not available separately since the booking process is part of a much wider and fully outsourced contract for the delivery of the theory test itself.<br>Contact <a href=mailto:Alan.Rider@dft.gsi.gov.uk">Alan.Rider@dft.gsi.gov.uk</a> for further information on costs data."
Citizen (mainstream)
Cost recovery
43
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)KANA1,650,2910.12011/2012
KANA is a software product used to process external emails from customers on a variety of subjects. In future data releases, transactions completed through KANA will be reallocated to the relevant services.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
44
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Destruction of vehicles (certificates and notifications)1,649,747Providing/reporting informationhttps://www.gov.uk/scrapped-and-written-off-vehicles/scrapping-your-vehicleNot available2011/12
Certificates of Destruction (COD) are issued by an Authorised Treatment Facility (ATF) when certain types of vehicles are taken in for destruction. A notification of destruction applies to other vehicles falling outside COD. The DVLA vehicle record will be void when a vehicle has been notified as being destroyed.
It is not currently possible to break down the cost of destruction of vehicle certifications and notifications as this transaction forms part of a more complex process for disposing of a vehicle .<br>Contact <a href=mailto:Alan.Rider@dft.gsi.gov.uk">Alan.Rider@dft.gsi.gov.uk</a> for further information on costs data for this service."
Citizen (mainstream)
Cost recovery
45
BISDepartment for Business, Innovation and Skills (BIS)Land RegistrySearch of the index map (Land Registry)1,636,205Requesting informationhttp://www.landregistry.gov.uk/professional/forms9.282011/2012
The purpose of a search of the index map is to find out whether or not land is registered and, if so, to obtain the title number. Any person may apply for an official search of the index map.
Applications can be received via different channels, requiring different processes and may contain multiple transactions. The published cost per transaction is therefore an average cost.
BusinessCost recovery
46
DWPDepartment for Work and Pensions (DWP)Department for Work and Pensions (DWP)Budgeting Loans1,582,000Requesting benefits/grants/loanshttps://www.gov.uk/budgeting-loansNot supplied
Applications for Budgeting Loans. Budgeting Loans help people on income-related benefits to pay for essential things like rent, furniture, clothes or hire purchase debts. Budgeting Loans are interest-free and normally have to be repaid within 104 weeks.
Make a <a href=http://www.whatdotheyknow.com/body/dwp">freedom of information (FOI) request to the Department for Work and Pensions</a> for cost per transaction data for this service."
Citizen (challenged)Fiscal
47
HMRCHM Revenue and Customs (HMRC)HM Revenue and Customs (HMRC)Stamp Duty Land Tax (SDLT)1,533,172Providing/reporting informationhttps://www.gov.uk/buy-sell-your-home/stamp-duty-land-tax2.122011/2012
Stamp Duty Land Tax (SDLT) is generally payable on the purchase or transfer of property or land in the UK where the amount paid is above a certain threshold. Transactions include form submissions and amended submissions.
1. Transaction and cost numbers have been collected using 2011/12 outturn data. We expect changing volumes and investment and efficiencies already in train to affect this baseline. <br>2. Unit cost data has been constructed using paybill data, with a 23% uplift for overheads. HMRC's costing framework is in development, and changes are in train to improve the accuracy of estates and IT cost apportionment. <br>3. Assumptions have been made about the balance of cost for transactional and enforcement/ other activity where business units mix both. <br>4. Additional IT investment to facilitate digital may alter the cost balance, with additional depreciation charges increasing online cost.
BusinessFiscal
48
Defra
Department for Environment, Food and Rural Affairs (Defra)
Environment AgencyRod licences1,500,000
Requesting a licence/authorisation
http://www.environment-agency.gov.uk/rodlicence/Not supplied
Successful applications for fishing rod licences. A valid Environment Agency Rod Licence is required if you are aged 12 or over and fish for salmon, trout, freshwater fish, smelt or eel in England (except the River Tweed), Wales, and the Border Esk and its tributaries in Scotland. The licence gives you the right to use a fishing rod and line, but does not give you a right to fish.
Make a <a href=http://www.whatdotheyknow.com/body/environment_agency">freedom of information (FOI) request to the Environment Agency</a> for cost per transaction data for this service."
Citizen (mainstream)
Cost recovery
49
Home OfficeHome OfficeIdentity and Passport Service (IPS)
Ordering certificates (births, adoptions, marriages, civil partnerships, deaths)
1,400,000Ordering goodshttps://www.gov.uk/order-copy-birth-death-marriage-certificate10Financial Year 2011-12
Ordering an official copy of a certificate (e.g for births, adoptions, marriages, civil partnerships and deaths).
Unit cost for producing and issuing a certificate. The average cost does not align with individual certificate fees as it is an aggregation of the differing channel/service pricing structures. This service is cost recovery funded.
Citizen (mainstream)
Cost recovery
50
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Driving licence: renewal at 701,296,124
Requesting a licence/authorisation
https://www.gov.uk/renew-your-driving-licence-if-you-are-70-or-over3.752011/12
This is a renewal of driving licence entitlement for those who are 70 years of age or above. An automatic reminder is sent to these customers inviting them to reapply. Online or paper channel is available. There is currently no fee charged for this transaction.
The majority of the costs are fixed or are the same per call for all transactions. Fixed costs are divided by the volume splits which results in the cost per transaction being the same. There are variables in things such as processing times and the number of telephone calls generated per transaction but the differences are too small to make an impact on the unit cost.
Citizen (challenged)Cost recovery
51
DfEDepartment for Education (DfE)Standards and Testing Agency (STA)Standards and Testing Agency (STA) orderline1,231,700Ordering goodshttp://orderline.education.gov.uk/0.06Jan 2012-Sep 2012Orders of printed and electronic resources.
Volumes have been extrapolated to 12 months from 9 months of data.
BusinessFiscal
52
MoJMinistry of Justice (MOJ)HM Courts & Tribunals Service (HMCTS)Money claims1,174,000Providing/reporting informationhttps://www.moneyclaim.gov.uk/web/mcol/welcomeNot available
Money claims are a way of taking legal action against an individual or business who owes money, to demand repayment. Most claims are undefended, and only a small minority end up in a court hearing.
The transactional data provided by the Ministry of Justice is all that is available at the present time. Performance data for some services is currently not collected as the systems were not originally designed to do so, and will be addressed as these services are digitally redeveloped in line with the commitments within our digital strategy.<br>Contact <a href=mailto:digital@justice.gsi.gov.uk">digital@justice.gsi.gov.uk</a> for enquiries about the MoJ Digital Strategy."
Citizen (mainstream)
Fiscal
53
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Lost or stolen registration certificate (V5)1,170,698Providing/reporting informationhttps://www.gov.uk/vehicle-registration-certificate-v5c-log-book2.082011/12
This transaction is to allow the current keeper of a vehicle to apply for a replacement registration certificate where the previous document has been lost or stolen. There is normally a fee of £25 for this transaction and customers are able to apply via a paper channel and also by telephone where there are no changes to notify.
Citizen (mainstream)
Cost recovery
54
BISDepartment for Business, Innovation and Skills (BIS)Student Loans CompanyApply for student finance (full time study)1,170,015Requesting benefits/grants/loanshttps://www.gov.uk/student-finance46.58FY11-12
To provide students in the UK with the funding they require, and to ensure they receive their payments, maintain their account and make repayments. Service varies across the devolved administrations: customers in England receive the full service from SLC; in Wales and NI the service is delivered with the support of local authority partners; in Scotland it is delivered in partnership with SAAS.
The cost shown represents the total cost for all aspects of processing a student finance application within the associated service level agreements, including mail handling (incoming & outgoing), staff processing time (including exceptions handling), customer advice (telephone, IAG etc) and subsequent payment (up to 9 per applicant per annum). <br>This 'transaction' involves several interactions with various third parties to, for example, validate identity and eligibility in line with government funding regulations and fraud avoidance strategies, data sharing with HEIs and UCAS and confirming attendance. <br>The costs of these various interactions are aggregated and averaged to give a cost per application and this is presented on a fully absorbed basis.
Citizen (mainstream)
Fiscal
55
BISDepartment for Business, Innovation and Skills (BIS)National Apprenticeship ServiceApprenticeship vacancies: applications1,136,640Providing/reporting information
http://www.apprenticeships.org.uk/About-Us/National-Apprenticeship-Service.aspx/
0.351 Nov 11-31 Oct 12
The national online recruitment system for apprenticeships in England. The system allows individuals aged 16 and over to apply for apprenticeship vacancies.
For this period the cost of maintaining the Apprenticeship vacancies system was £1.6million. This transaction represents 25% of the overall system and so the costs equate to £400,000. Based on the volume of applications for this period, the cost per transaction comes to 35 pence. Due to the young person element of Apprenticeship vacancies we also cross charge funding back to DFE by 50% to account for this.
Citizen (mainstream)
Fiscal
56
DWPDepartment for Work and Pensions (DWP)Department for Work and Pensions (DWP)Income Support / Employment and Support Allowance1,121,000Requesting benefits/grants/loanshttps://www.gov.uk/employment-support-allowance/eligibilityNot supplied
New claims for Income Support or Employment Support Allowance (ESA). <br>Income Support is extra money for those on a low income or none at all, who are working less than 16 hours a week and haven’t signed on as unemployed. Employment Support Allowance (ESA) is paid in certain circumstances to people whose illness or disability affects their ability to work.
Make a <a href=http://www.whatdotheyknow.com/body/dwp">freedom of information (FOI) request to the Department for Work and Pensions</a> for cost per transaction data for this service."
Citizen (challenged)Fiscal
57
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)Driving licence: replace lost or stolen1,091,853Ordering goodshttps://www.gov.uk/apply-online-to-replace-a-driving-licence3.52011/12
This transaction is to allow customers to apply for a replacement licence where they have had the previous document lost, stolen or defaced. There is currently a fee of £20 for this transaction and customers are able to apply online, over the telephone or paper channel.
The majority of the costs are fixed or are the same per call for all driver licensing transactions. Fixed costs are divided by the volume splits which results in the cost per transaction being the same. There are variables in things such as processing times and the number of telephone calls generated per transaction but the differences are too small to make an impact on the unit cost. Direct cost applied where available. Includes live running costs, processing costs, card production etc
Citizen (mainstream)
Cost recovery
58
DfTDepartment for Transport (DfT)Driver and Vehicle Licensing Agency (DVLA)First application for driving licence1,031,950
Requesting a licence/authorisation
https://www.gov.uk/apply-first-provisional-driving-licence3.862011/12
This transaction is to apply for a provisional driving licence for the first time or for exchanging non-UK entitlement for UK entitlement to drive (provisional or full), eg for foreign customers moving to the UK. The fee is currently £50 and the service is available online or paper.
The majority of the costs are fixed or are the same per call for all driver licensing transactions. Fixed costs are divided by the volume splits which results in the cost per transaction being the same. There are variables in things such as processing times and the number of telephone calls generated per transaction but the differences are too small to make an impact on the unit cost. Direct cost applied where available. Includes live running costs, processing costs, card production etc
Citizen (mainstream)
Cost recovery
59
DfTDepartment for Transport (DfT)Driving Standards Agency (DSA)Amend practical driving test874,982Amending/deleting informationhttps://www.gov.uk/change-date-practical-driving-test0.732011/12
Service aimed at learner drivers to manage practical driving test bookings, e.g. change of date or cancellation
Citizen (mainstream)
Cost recovery
60
Defra
Department for Environment, Food and Rural Affairs (Defra)
Rural Payments Agency (RPA)Single Payment Scheme (SPS) (claims)105,237Requesting benefits/grants/loanshttps://spsonline.rpa.gov.uk/RPARegAndEnrol/secure%21unsecured.action727
Principally used for submitting claim forms and updating personal details. <br>Also allows customers to view and amend data in advance of submitting SPS applications, to track SPS applications, and to view and print Claim and Entitlement Statements for the 2009 scheme year onwards.
This figure is based on the Defra/RPA methodology. It is the final 2011-12 figure after audit of the agency’s accounts compared to the target Defra/RPA cost per Single Payment Scheme claim figure of £760 that was reported in the RPA Business Plan for 2011-12.
The Single Payment Scheme has fewer than 750,000 transactions per year, but is included with high-volume transactions because it has an exceptionally high departmental spend of about £1.5bn per year.
BusinessFiscal
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