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We use key performance indicators (KPIs) to gauge performance in meeting our strategic and operational goals. These KPIs are in areas of importance to our customers and updated on an annual basis.

Phone enquiries

This table shows the number of phone calls answered within the target time

Year Phone enquiries answered within target time Target time
2002-03 94% 20 secs
2003-04 93.4% 20 secs
2004-05 93% 20 secs
2005-06 90% 20 secs
2006-07 90% 20 secs
2007-08 88% 20 secs
2008-09 83% 20 secs
2009-10 84% 60 secs
2010-11 81% 60 secs
2011-12 80% 60 secs
2012-13 84% 60 secs
2013-14 81% 60 secs
2014-15 73% 60 secs
2015-16 82.7% 300 secs
2016-17 70.6% 300 secs

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Private rulings completed

This table shows the number of private rulings completed within the target time

Year Private rulings completed within target time Target
2008-09 92.7% >= 80% completed within 90 days
2009-10 97.6%
2010-11 95.9%
2011-12 94%
2012-13 85%
2013-14 81%
2014-15 83%
2015-16 87%
2016-17 92%

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Objections completed

This table shows the number of objections completed within the target time

Year Objections completed within target time Target
2008-09 84.8% >= 80% completed within 90 days
2009-10 92.1%
2010-11 93.6%
2011-12 86%
2012-13 69%
2013-14 86%
2014-15 86%
2015-16 87%
2016-17 86%
Download this data in CSV format