Foreword

There's a lot of good news in this report: good news about performance against targets; about customer service; and about tackling important challenges. But I sign it off with just a little sense of guilt, as I came to the Agency only six weeks before the end of the financial year.

It was an unusual year, in that there were three different people at the helm. Writing this foreword gives me an opportunity to pay tribute to them. Anne McCleary headed the Agency for four years. She arrived in the wake of the introduction of the Tariff scheme and successfully grappled with the significant issues which its implementation posed. She maintained the Agency's commitment to customers service, but alongside that implemented robust procedures for tackling the risk of fraud.

When Anne moved last summer to new challenges within the NIO, Ronnie Armour fulfilled the role of acting Chief Executive. Though in post for only seven months, he spearheaded and delivered important work on our corporate governance arrangements. We congratulate him on his substantive promotion and wish him well in his new post.

The Agency has traditionally had a good showing in meeting its operational targets, but on top of that in this last year has focused on raising the game on corporate governance. We have implemented new business planning arrangements with a more challenging timetable, and with the help of a far-reaching audit have been making sure that risk management becomes part of the culture here and reflects best practice.

There is more to do, of course. But we are working from a good base: one which puts much more store by effective systems, a focus on delivery and good standards-and to which colleagues in all parts of the Agency bring their commitment and hard work.

GARETH JOHNSTON