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.

2019

Performance IndicatorTargetQ1Q2Q3Q4
More than 80% of calls to be answered in less than two minutes.>80%100%100%100%N/A
More than 90% of calls to be answered in less than five minutes.<10%0%0%0%N/A
100% of written correspondence to be replied to within ten days.95%100%100%100%N/A
More than 90% of case decisions to be issued within six weeks of the case being accepted.>90%96.4%97.7%98%N/A
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.<1%1%0.2%0.2%N/A

2018

Performance IndicatorTargetQ1Q2Q3Q4
More than 80% of calls to be answered in less than two minutes.>80%99%99.7%99%99.8%
More than 90% of calls to be answered in less than five minutes.<10%0.9%0%0%0.1%
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%82%96%>90%86%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted.<1%3%0%0%1%

2017

Performance IndicatorTargetQ1Q2Q3Q4
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%1%0%0%2%

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