{ "entity_id": "B-003959", "folder": "Veterans-Review-Board", "name": "Veterans' Review Board", "type": "Statutory Body", "jurisdiction": "Commonwealth", "portfolio": "Veterans' Affairs (part of the Defence Portfolio)", "website": "http://www.vrb.gov.au", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": true, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_global_initiatives_structured": false, "n_global_initiatives": 0, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 2, "n_kpi_targets": 3, "n_kpi_results": 3, "n_outcomes": 1, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "summary": "To be an innovative and responsive tribunal that provides a specialist service to meet the unique needs of the veteran community. [AR p.2]", "official_site_url": "http://www.vrb.gov.au", "source_documents": [ { "type": "annual_report", "title": "VRB Annual Report 2024-25", "url": "http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Annual Report 2023-24", "url": "http://www.vrb.gov.au/sites/default/files/2024-11/annual-report-2023-24.pdf", "period": "2023-24", "confidence": "high" } ], "purpose": { "text": "To be an innovative and responsive tribunal that provides a specialist service to meet the unique needs of the veteran community. [AR p.2]", "source_url": "", "source_page": 2, "source_deep_url": "" }, "vision": { "text": "To deliver justice by listening to veterans and making high quality decisions in a timely, cost effective and efficient way. [AR p.2]", "source_url": "", "source_page": 2, "source_deep_url": "" }, "strategic_priorities": [ { "title": "Direct Lodgement of Applications", "description": "Direct Lodgement of Applications", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Expanded Jurisdiction to Include DRCA Matters", "description": "Expanded Jurisdiction to Include DRCA Matters", "source_url": "", "source_page": null, "source_deep_url": "" } ], "values": [ { "name": "Fairness", "description": "", "source_url": "", "source_page": null }, { "name": "professionalism", "description": "", "source_url": "", "source_page": null }, { "name": "integrity", "description": "", "source_url": "", "source_page": null }, { "name": "impartiality", "description": "", "source_url": "", "source_page": null }, { "name": "independence", "description": "", "source_url": "", "source_page": null }, { "name": "efficiency", "description": "", "source_url": "", "source_page": null }, { "name": "accessibility", "description": "", "source_url": "", "source_page": null }, { "name": "respect for the service of all veterans", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Accessible and timely review", "description": "To provide a mechanism of review that is accessible, fair, just, economical, informal, quick and proportionate to the importance and complexity of a matter, and promotes public trust and confidence in the decision-making of the VRB. [AR p.10]", "activities": [ "Online Dispute Resolution", "Dispute Resolution (outreach, conference or appraisal) or a VRB hearing" ], "source_url": "", "source_page": 10, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Clearance rate", "target": "100%", "latest_result": "88%", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf", "result_source_page": null }, { "code": "CCE02", "measure": "Dispute resolution rate", "target": "90%", "latest_result": "85%", "status": "Achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf", "result_source_page": null }, { "code": "CCE03", "measure": "Time targets met", "target": "100%", "latest_result": "100%", "status": "Achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf", "result_source_page": null } ], "document_alignment_terms": { "must_support": [ "To be an innovative and responsive tribunal that provides a specialist service to meet the unique needs of the veteran community. [AR p.2]", "To deliver justice by listening to veterans and making high quality decisions in a timely, cost effective and efficient way. [AR p.2]", "Direct Lodgement of Applications", "Expanded Jurisdiction to Include DRCA Matters" ], "watch_terms": [ "Clearance rate", "Dispute resolution rate", "Time targets met" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "global_initiatives": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": "To deliver justice by listening to veterans and making high quality decisions in a timely, cost effective and efficient way. [AR p.2]", "vision_source_page": 2, "purposes": "To be an innovative and responsive tribunal that provides a specialist service to meet the unique needs of the veteran community. [AR p.2]", "purposes_source_page": 2, "how_we_deliver": "We are a specialist, high volume tribunal that is innovative and responsive to its users. We seek to improve access to justice for all veterans, current serving members and their families by resolving applications at the earliest possible opportunity in a cost effective and efficient way. [AR p.2]", "how_we_deliver_source_page": 2, "government_priorities": [ { "text": "Direct Lodgement of Applications", "source_page": null }, { "text": "Expanded Jurisdiction to Include DRCA Matters", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Accessible and timely review", "description": "To provide a mechanism of review that is accessible, fair, just, economical, informal, quick and proportionate to the importance and complexity of a matter, and promotes public trust and confidence in the decision-making of the VRB. [AR p.10]", "key_activities": [ "Online Dispute Resolution", "Dispute Resolution (outreach, conference or appraisal) or a VRB hearing" ], "source_page": 10 } ], "values": [ "Fairness", "professionalism", "integrity", "impartiality", "independence", "efficiency", "accessibility", "respect for the service of all veterans" ], "values_framework_name": "VRB Values", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Clearance rate", "target": "100%", "source_page": null }, { "code": "CCE02", "measure": "Dispute resolution rate", "target": "90%", "source_page": null }, { "code": "CCE03", "measure": "Time targets met", "target": "100%", "source_page": null } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Clearance rate", "result": "88%", "status": "Partially achieved", "source_page": null }, { "code": "CCE02", "measure": "Dispute resolution rate", "result": "85%", "status": "Achieved", "source_page": null }, { "code": "CCE03", "measure": "Time targets met", "result": "100%", "status": "Achieved", "source_page": null } ], "_source_urls": { "annual_report_url": "http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "Target Results\n4.3 months.\n• ADR applications: average  Target met: on average, applications in the\nnumber of applications ADR program were finalised within 3.6 months.\nfinalised within 6 months\nNumber of applications finalised\n• All applications: average  Target met: on average all applications were\nThis is an indicator of how the VRB is carrying out its role of delivering justice for\nnumber of applications finalised in 4.3 months.\nveterans, current serving members and their families.\nfinalised within 12 months\nThe VRB continued to outperform time targets\ndespite a small increase in our processing times\nTargets Results\nand managed a growing caseload, finalizing\nmore cases overall than in the previous year.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Case Processing", "scale": "large", "title": "End-to-end case processing redesign", "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.", "quote": "Target Results\n4.3 months.\n• ADR applications: average  Target met: on average, applications in the\nnumber of applications ADR program were finalised within 3.6 months.\nfinalised within 6 months\nNumber of applications finalised\n• All applications: average  Target met: on average all applications were\nThis is an indicator of how the VRB is carrying out its role of delivering justice for\nnumber of applications finalised in 4.3 months.\nveterans, current serving members and their families.\nfinalised within 12 months\nThe VRB continued to outperform time targets\ndespite a small increase in our processing times\nTargets Results\nand managed a growing caseload, finalizing\nmore cases overall than in the previous year.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Staff Productivity", "scale": "small", "title": "Reusable briefing and summary assistant for internal documents", "idea": "Create controlled templates for summarising reports, submissions, minutes, and ministerial briefs.", "quote": "Total 1 100%\nJob Classification NSW Staff QLD Staff Senior Member Number %\nAPS Level 4 4.0 4.23 Female 2 18.1%\nAPS Level 5 2..0 0 Male 9 81.9%\nAPS Level 6 4.0 1\nTotal 11 100%\nExecutive Level 1 3.0 + 1.0 in Melbourne 2.0\nServices Member Number %\nExecutive Level 2 1 0\nFemale 6 42.9%\nMale 9 57.1%\nEmployment agreements and arrangements for staff\nTotal 15 100%\nAt 30 June 2025, all on-going staff were covered by the Department’s Enterprise\nAgreement.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Staff Productivity", "scale": "large", "title": "Department-wide knowledge and briefing platform", "idea": "Build a secure knowledge platform that lets staff search, summarise, and cite approved departmental material.", "quote": "Total 1 100%\nJob Classification NSW Staff QLD Staff Senior Member Number %\nAPS Level 4 4.0 4.23 Female 2 18.1%\nAPS Level 5 2..0 0 Male 9 81.9%\nAPS Level 6 4.0 1\nTotal 11 100%\nExecutive Level 1 3.0 + 1.0 in Melbourne 2.0\nServices Member Number %\nExecutive Level 2 1 0\nFemale 6 42.9%\nMale 9 57.1%\nEmployment agreements and arrangements for staff\nTotal 15 100%\nAt 30 June 2025, all on-going staff were covered by the Department’s Enterprise\nAgreement.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "APS staff / executives", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Sensitive information leakage", "Inconsistent quality of generated drafts" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "Target Results\n4.3 months.\n• ADR applications: average  Target met: on average, applications in the\nnumber of applications ADR program were finalised within 3.6 months.\nfinalised within 6 months\nNumber of applications finalised\n• All applications: average  Target met: on average all applications were\nThis is an indicator of how the VRB is carrying out its role of delivering justice for\nnumber of applications finalised in 4.3 months.\nveterans, current serving members and their families.\nfinalised within 12 months\nThe VRB continued to outperform time targets\ndespite a small increase in our processing times\nTargets Results\nand managed a growing caseload, finalizing\nmore cases overall than in the previous year.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "Target Results\n4.3 months.\n• ADR applications: average  Target met: on average, applications in the\nnumber of applications ADR program were finalised within 3.6 months.\nfinalised within 6 months\nNumber of applications finalised\n• All applications: average  Target met: on average all applications were\nThis is an indicator of how the VRB is carrying out its role of delivering justice for\nnumber of applications finalised in 4.3 months.\nveterans, current serving members and their families.\nfinalised within 12 months\nThe VRB continued to outperform time targets\ndespite a small increase in our processing times\nTargets Results\nand managed a growing caseload, finalizing\nmore cases overall than in the previous year.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "[Page 7]\nDelivering justice: a snapshot\nOur services 2023–24 2024-25\nClearance rate 100.7% 88%\nDispute resolution rate (including Online Dispute Resolution) 83.9% 85%\nTime targets met  \nFeedback on our services 2023–24 2024-25 OVERVIEW OF THE VRB\nCompliments rate 1.37% 1.8%\nComplaint rate 0.2% 0.2%\nOur People 2023–24 2024-25\nMembers 41 38\nStaff (full time equivalent employees) 22.75 22.23\nOur Finances 2023–24 2024-25\nOur budget 5,271 5,508\nAt a glance\nHighlights 2024–25\nWe improved access to justice We finalised more applications We continued to outperform time\nresolving more than 85% of all this year (3505) than last year targets and managed a higher\napplications using dispute resolution. (3054). caseload.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "[Page 7]\nDelivering justice: a snapshot\nOur services 2023–24 2024-25\nClearance rate 100.7% 88%\nDispute resolution rate (including Online Dispute Resolution) 83.9% 85%\nTime targets met  \nFeedback on our services 2023–24 2024-25 OVERVIEW OF THE VRB\nCompliments rate 1.37% 1.8%\nComplaint rate 0.2% 0.2%\nOur People 2023–24 2024-25\nMembers 41 38\nStaff (full time equivalent employees) 22.75 22.23\nOur Finances 2023–24 2024-25\nOur budget 5,271 5,508\nAt a glance\nHighlights 2024–25\nWe improved access to justice We finalised more applications We continued to outperform time\nresolving more than 85% of all this year (3505) than last year targets and managed a higher\napplications using dispute resolution. (3054). caseload.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "VRB Publications\nAll Annual Reports\nAll Practice notes\nAll Verbosity editions\nAnnual Reports\nAnnual Report 2024-25\nAnnual Report 2023-24\nAnnual Report 2022-23\nAnnual Report 2021-22\nAnnual Report 2020-21\nAnnual Report 2019-20\nAnnual Report 2018-19\nAnnual Report 2017-18\nVeRBosity\nA guide to appearing before the VRB - for self-represented veterans and representatives\nVeRBosity Special Issue 2012\nVeRBosity Special Issue 2006\nVeRBosity Special Issue 2003", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "pages/publications-index.html (http://www.vrb.gov.au/vrb-publications)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "VRB Publications\nAll Annual Reports\nAll Practice notes\nAll Verbosity editions\nAnnual Reports\nAnnual Report 2024-25\nAnnual Report 2023-24\nAnnual Report 2022-23\nAnnual Report 2021-22\nAnnual Report 2020-21\nAnnual Report 2019-20\nAnnual Report 2018-19\nAnnual Report 2017-18\nVeRBosity\nA guide to appearing before the VRB - for self-represented veterans and representatives\nVeRBosity Special Issue 2012\nVeRBosity Special Issue 2006\nVeRBosity Special Issue 2003", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "pages/publications-index.html (http://www.vrb.gov.au/vrb-publications)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "[Page 7]\nDelivering justice: a snapshot\nOur services 2023–24 2024-25\nClearance rate 100.7% 88%\nDispute resolution rate (including Online Dispute Resolution) 83.9% 85%\nTime targets met  \nFeedback on our services 2023–24 2024-25 OVERVIEW OF THE VRB\nCompliments rate 1.37% 1.8%\nComplaint rate 0.2% 0.2%\nOur People 2023–24 2024-25\nMembers 41 38\nStaff (full time equivalent employees) 22.75 22.23\nOur Finances 2023–24 2024-25\nOur budget 5,271 5,508\nAt a glance\nHighlights 2024–25\nWe improved access to justice We finalised more applications We continued to outperform time\nresolving more than 85% of all this year (3505) than last year targets and managed a higher\napplications using dispute resolution. (3054). caseload.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2024-25.pdf (http://www.vrb.gov.au/sites/default/files/2025-11/vrb-annual-report-2024-25.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "B-003959", "entity_name": "Veterans' Review Board", "folder_name": "Veterans-Review-Board", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "[Page 7]\nDelivering justice: a snapshot\nOur services 2023–24 2024-25\nClearance rate 100.7% 88%\nDispute resolution rate (including Online Dispute Resolution) 83.9% 85%\nTime targets met  \nFeedback on our services 2023–24 2024-25 OVERVIEW OF THE VRB\nCompliments rate 1.37% 1.8%\nComplaint rate 0.2% 0.2%\nOur People 2023–24 2024-25\nMembers 41 38\nStaff (full time equivalent employees) 22.75 22.23\nOur Finances 2023–24 2024-25\nOur budget 5,271 5,508\nAt a glance\nHighlights 2024–25\nWe improved access to justice We finalised more applications We continued to outperform time\nresolving more than 85% of all this year (3505) than last year targets and managed a higher\napplications using dispute resolution. 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