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Our key performance indicators (KPIs) are intended to stretch the business toward high standards of performance whilst maintaining an affordable budget.
The five KPIs for our services are:
More than 90% of provisional conclusions issued within six weeks
Less than 1% of provisional conclusions issued after more than eight weeks
More than 80% of calls answered by a member of staff within two minutes
More than 95% of calls answered by a member of staff within five minutes
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.
These performance reports should be read alongside the relevent ombudsman's report from the approved Council minutes.
Otelo
Performance Report June 2010
Performance Report May 2010
Performance Report April 2010
Performance Report March 2010
Performance Report February 2010
Performance Report January 2010
Performance Report December 2009
Performance Report November 2009
Performance Report October 2009
Performance Report September 2009
Performance Report August 2009
Performance Report July 2009
Performance Report June 2009
Performance Report May 2009
Performance Report April 2009
Performance Report March 2009
Performance Report February 2009
Performance Report January 2009
Energy Ombudsman
Performance Report June 2010
Performance Report May 2010
Performance Report April 2010
Performance Report March 2010
Performance Report February 2010
Performance Report January 2010
Performance Report December 2009
Performance Report November 2009
Performance Report October 2009
Performance Report September 2009
Performance Report August 2009
Performance Report July 2009
Performance Report June 2009
Performance Report May 2009
Performance Report April 2009
Performance Report March 2009
Performance Report February 2009
Performance Report January 2009
Ombudsman Services: Property (formerly the Surveyors Ombudsman Service)
Performance Report June 2010
Performance Report May 2010
Performance Report April 2010
Performance Report March 2010
Performance Report February 2010
Performance Report January 2010
Performance Report December 2009
Performance Report November 2009
Performance Report October 2009
Performance Report September 2009
Performance Report August 2009
Performance Report July 2009
Performance Report June 2009
Performance Report May 2009
Performance Report April 2009
Performance Report March 2009
Performance Report February 2009
Performance Report January 2009
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The Council
