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