Quantitative Targets 2006-2009
No. |
Performance Indicator |
Target 2006/07 |
Target 2007/08 |
Target 2008/09 |
Comments |
|---|---|---|---|---|---|
|
1 |
Total Enquiries received (all 5 Information Centres) |
140,000 |
140,000 |
140,000 |
The full impact of the CC still not fully realised therefore we will keep to the previous years target. |
|
2 |
Telephone calls responded to within 15 seconds |
97% |
98% |
98% |
Based on last year's result and current trend of 100% |
|
3 |
Personal visitors attended to within 5 minutes |
96% |
96.5% |
96.50% |
Based on last year's result and current trend of 97.5% |
|
4 |
Enquiries received on 0800 |
20,385 |
15,000 |
Last year's total of 20,385 . This years target expecting a drop as 0800 number phased out |
|
|
5 |
Training: staff from other sites |
150 |
100 |
100 |
Based on CAPs programme 2005/08. IT Services unable to conduct training for the first part of this year – Plans in place to begin once again |
|
6 |
Support visits to other sites |
60 |
60 |
60 |
Based on CAPs Programme 2005/07 initiative and programmed visits & unknown impact of business change |
|
7 |
Presentations/Involvement in community events |
50 |
40 |
45 |
We met 40 last year and expect increase 08/09 due to new business focus |
|
8 |
Support rural communities by researching opportunities to increase information provision in rural areas. |
Open 3 new CAPs by 31/03/06 |
Open 1 new or reinstate 1 CAP; and research a further 8 potential CAPs by 31/03/07 |
Open 3 new CAPs and reinstate 1. |
‘Hub’ Partnerships with Winchester City Council – Denmead Parish Council, Colden Common Parish Council (Relaunch), Age Concern Cowplain, Gosport Discovery Centre. Future developments: 2 Rural Parish Council sites, 1 Health site and further ‘Hub’ development. |
|
9 |
Customer satisfaction with the overall service provided by ICs (measured by customer feedback on reply paid cards). |
95% say either excellent or good |
95% say either “excellent” or “good” |
97.50% say either “excellent” or “good |
Based on current trend for 2007/08 of 97.3%. |
|
10 |
Switchboard:- telephone calls responded to within 10 seconds (3 rings) |
97% |
97% |
97.7 |
Following last year’s excellent results (97.9%) and current trend of 97.6%. |