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Key Performance Indicators

Performance Reports

Throughout the year we publish reports on a quarterly basis showing our performance against Key Performance Indicators (KPIs) which have been agreed between CISAS and Ofcom.

2017
Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. 80% 92% 91% 87% 100%
More than 90% of calls to be answered in less than five minutes. 90% 98% 98% 98% 100%
100% of written correspondence to be replied to within ten days. 100% 100% 100% 100% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. 90% 99% 100% 100% 56%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. 1% 0% 0%
Note: KPI 4 was missed for the quarter due largely to date calculation error that allowed an extra week for the process. In practice 230 cases were completed in a time frame of between 6 and 8 weeks. KPI 5 was also missed by a small margin (1.2%) due to a small number of cases that required additional review. We believe the issue with KPI4 has now been correctly diagnosed and expect the KPI target to begin to improve from January 2018.

Key performance indicators were changed by Ofcom in late 2017 and retrospectively applied to the 2017 case work.

2016
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 95% 83% 82% 89%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 88% 91% 89% 80%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 1% 1% 1% 1%
Note: KPI One was missed by 7% in Q4 due to a combination of an unexpected increase in the number of new applications and a reduction in the number of adjudicators available over the Christmas and New Year holidays. KPI Four was missed in Q2,Q3 and Q4 by less than 10% on each occasion. Administrative changes and an increase in staff deployed in January 2017 are expected to deliver improvements in 2017.
2015
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 96% 95% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 96% 86% 91% 95%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 94% 94% 90% 88%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 2% 1% 2% 1%
2014
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 95%
Percentage of written correspondence receiving a response within 5 working days. 90% 91% 91% 91% 95%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 94% 95% 96% 95%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 1% 1% 0% 1%
2013
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 95% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 92% 93% 92% 92%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 94% 93% 93% 95%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 0% 0% 2% 1%
2012
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 90%
Percentage of written correspondence receiving a response within 5 working days. 90% 97% 96% 97% 97%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 88% 89% 95% 95%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 4% 3% 1% 1%
2011
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 91% 93% 97% 94%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 87% 85% 89% 87%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 7% 3% 3% 3%
2010
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 96% 96% 100% 95%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 81% 86% 81% 90%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 7% 5% 7% 3%
2009
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 90% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 96% 94% 97% 96%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 91% 90% 85% 87%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 9% 4% 6% 7%
2008
Performance Indicator Target Q1 Q2 Q3 Q4
Percentage of calls answered by staff within 2 minutes. 95% 100% 100% 100% 100%
Percentage of written correspondence receiving a response within 5 working days. 90% 95% 96% 90% 96%
Percentage of Adjudicators' Final Decisions issued within 6 weeks of receipt the application from the customer. 88% 89% 85% 86% 87%
Percentage of Adjudicators' Final Decisions issued more than 8 weeks after receipt of the application from the customer and the reasons why. 10% 6% 6% 7% 7%
CISAS: Independence, Integrity, Impartiality
Certified
by Ofcom
Operated
by CEDR

CISAS
Centre for Effective Dispute Resolution
70 Fleet Street
London
EC4Y 1EU

T: +44 (0)20 7520 3814
F: 0845 1308 117
E: cisas@cedr.com