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