The Ombudsman Service Limited - Key Performace Indicators KPI
The Ombudsman Service Limited
  Site Location: Key Performace Indicators KPI
Member of BIOA
  Key Performance Indicators (KPIs)

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.

 

 

We are responsible for
The energy supply ombudsman    The office of the telecommunications ombudsman    Surveyors Ombudsman Service

 
Ombudsman Chairman

Peter Holland CBE, DL

tOSl Chairman



Name & Registered Office:

The Ombudsman Service Limited
WIlderspool Park
Greenalls Avenue
Warrington
Cheshire
WA4 6HL

Company No. 04351294

Investor in people
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