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.
|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.|