*Please note KPIs were changed for cases received from September 2020.
Key Performance Indicators
Performance Reports
WATRS has Key Performance Indicators on which it is measured.
2021
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|---|
| Decisions issued within 35 working days of Day Zero | 88% | 95% | 93% | 96% | 92% |
| Decisions issued 35 or more than 35 working days from Day Zero | <5% | 4.7% | 4% | 4% | 3% |
| Calls answered by staff within 1 minute | 90% | 99% | 99% | 99% | 99% |
| Cases where a company makes an application to set aside a Decision | <2% | 0% | 0% | 0% | 0% |
| Complaints made by customers about WATRS that lead to corrective measures | <1% | 0% | 0% | 0% | 0% |
2020
| Performance Indicator | Target | Q4* |
|---|---|---|
| Decisions issued within 35 working days of Day Zero | 88% | 94% |
| Decisions issued 35 or more than 35 working days from Day Zero | <5% | 3% |
| Calls answered by staff within 1 minute | 90% | 99% |
| Cases where a company makes an application to set aside a Decision | <2% | 0% |
| Complaints made by customers about WATRS that lead to corrective measures | <1% | 0% |
| Performance Indicator | Target | Q1 | Q2 | Q3 |
|---|---|---|---|---|
| Decisions issued within 30 working days of Day Zero | 88% | 100% | 97% | 98% |
| Decisions issued 31 or more than 31 working days from Day Zero | <5% | 0% | 3% | 2% |
| Calls answered by staff within 2 minutes | 95% | 100% | 100% | 99% |
| Cases where a company makes an application to set aside a Decision | <2% | 0% | 0% | 0% |
| Complaints made by customers about WATRS that lead to corrective measures | <1% | 0% | 0% | 0% |
2019
| Performance Indicator | Target | Q1 | Q2 | Q3 | Q4* |
|---|---|---|---|---|---|
| Decisions issued within 25 working days of Day Zero | 88% | 100% | 99% | 98% | 99% |
| Decisions issued 30 or more than 30 working days from Day Zero | <5% | 0% | 0% | 0% | 0% |
| Calls answered by staff within 2 minutes | 95% | 100% | 100% | 100% | 100% |
| Cases where a company makes an application to set aside a Decision | <2% | 0% | 0% | 0% | 0% |
| Complaints made by customers about WATRS that lead to corrective measures | <1% | 0% | 0% | 0% | 0% |
*Please note that for Q4, KPIs 1 and 2 have changed. KPI 1 is 88% of decisions issued within 30 working days of Day Zero (as defined in the Scheme Rules) and KPI 2 is <5% of decisions issued within 31 days or more than 31 days from Day Zero. These changes are not retrospective and will apply to Q4 onwards.