Customer and Business Services

21/22 Performance indicators

PI Title 2021/22 2021/22  
  Status Value Target
Average time (minutes) to answer calls within Customer Services below target 4.44 3
ICT Projects Benefit Realisation Success Rate target achieved 91% 80%
Percentage of ICT reported incidents and minor changes resolved within SLA targets in progress 88.2% 90%
Housing Benefit - Average Days to fully process new claims target achieved 21 25
Council Tax Reduction - Average Days to fully process new claims in progress 26 25
Housing Benefit - % of new claims decided within 14 days of receiving all information target achieved 97% 95%
Housing Benefit - Average days to process change events target achieved 4 7
Council Tax Reduction - Average days to process change events below target 7 6
Public Liability Claims Handling - Average Days To Settle Claims below target 309 215