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.

Performance Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. >80% 99% 99.7% 99%
More than 90% of calls to be answered in less than five minutes. <10% 0.9% 0% 0%
100% of written correspondence to be replied to within ten days. 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%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 3% 0% 0%
Note: KPI 4 was missed for the quarter due to a date calculation error that allowed an extra week in the process – this was identified and resolved in late January 2018. Overall, 121 cases were completed in a time frame of between 6 and 8 weeks. KPI 5 was also missed by a small margin (2%) due to a number of cases that required additional review.