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 Indicator Target Q1 Q2 Q3 Q4
More than 80% of calls to be answered in less than two minutes. 80% 100%
More than 90% of calls to be answered in less than five minutes. <10% 0.0%
100% of written correspondence to be replied to within ten days. 95% 100%
More than 90% of case decisions to be issued within six weeks of the case being accepted. 90% 96.4%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 1%
2018
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% 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% 86.0%
Less than 1% of case decisions to be issued later than eight weeks after the case has been accepted. <1% 3% 0% 0% 1.0%
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