These are intended to stretch the business toward high standards of performance whilst maintaining an affordable budget. They are considered appropriate for the business and have not changed from 2006/7.

The six Key Performance Indicators for both Services are

Measure Target
  
% of Provisional Conclusions issued within 6 weeks > 90%
  
% of Provisional Conclusions issued after more than 8 weeks < 1%
  
% of calls answered by a member of staff within 2 mins > 80%
  
% calls answered by a member of staff within 5 mins > 95%
  
% written correspondence  
(a) responded to within  5 days > 95%
(b) responded to within  10 days 100%
  

The Council will monitor performance against these targets. In addition the company will strive to deliver a productivity improvement of 5% in contact and case handling (volume per head) by the year end.