Key Performance Indicators
Total Calls
"75% of calls will be acknowledged within 1.5 hours"
"50% of calls will be closed within 5 hours"
| Time Period | Total Calls | Time to Acknowledge
75% of Calls | Time to Close 50% of Calls |
| Jan 1999 - Dec 1999 | 2687 | 2.7 hours | 6.1 hours |
| Jan 2000 - Dec 2000 | 2371 | 0.7 hours | 3.4 hours |
| Jan 2001 - Jun 2001 | 1021 | 1.3 hours | 5.1 hours |
| Jul 2001 - Sep 2001 | 710 | 1.05 hours | 3.7 hours |
| Oct 2001 - Dec 2001 | 696 | 1.0 hours | 3.3 hours |
| Jan 2002 - Mar 2002 | 631 | 0.95 hours | 3.8 hours |
| Apr 2002 - Jun 2002 | 727 | 0.65 hours | 3.4 hours |
| Jul 2002 - Sep 2002 | 704 | 0.7 hours | 2.9 hours |
| Oct 2002 - Dec 2002 | 665 | 0.72 hours | 4.1 hours |
| Jan 2003 - Mar 2003 | 689 | 1.35 hours | 4.0 hours |
| Apr 2003 - Jun 2003 | 641 | 1.3 hours | 4.9 hours |
| Jul 2003 - Sep 2003 | 688 | 1.7 hours | 6.7 hours |
| Oct 2003 - Dec 2003 | 597 | 2.8 hours | 6.0 hours |
| Jan 2004 - Mar 2004 | 864 | 2.5 hours | 6.7 hours |
| Apr 2004 - Jun 2004 | 863 | 1.5 hours | 5.4 hours |
| Jul 2004 - Sep 2004 | 823 | 0.9 hours | 3.4 hours |
| Oct 2004 - Dec 2004 | 973 | 1.0 hours | 4.4 hours |
| Jan 2005 - Mar 2005 | 922 | 1.35 hours | 4.4 hours |
| Apr 2005 - Jun 2005 | 812 | 0.78 hours | 4.1 hours |
| Jul 2005 - Sep 2005 | 768 | 0.87 hours | 4.0 hours |
Email Problem Calls
"50% of Email problems will be closed within 4 hours, and 75% within 10 hours"
These calls are from two problem classifications - "Dead" and "Error".
A call is classed as "Dead" when the caller cannot use their email at all.
A call is classed as "Error" when an error is occuring with a specific part of the emailing process or software but is not preventing the caller from sending and/or receiving emails.
| Time Period | Total Calls | Time to Close
50% of Calls | Time to Close 75% of Calls |
| Jan 2001 - Jun 2001 | 95 | 3.5 hours | 9.6 hours |
| Jul 2001 - Sep 2001 | 45 | 4.6 hours | 10.5 hours |
| Oct 2001 - Dec 2001 | 48 | 2.8 hours | 7.7 hours |
| Jan 2002 - Mar 2002 | 30 | 2.0 hours | 10.4 hours |
| Apr 2002 - Jun 2002 | 19 | 4.5 hours | 10 hours |
| Jul 2002 - Sep 2002 | 25 | 1.5 hours | 9 hours |
| Oct 2002 - Dec 2002 | 25 | 1.2 hours | 5 hours |
| Jan 2003 - Mar 2003 | 20 | 2 hours | 6.6 hours |
| Apr 2003 - Jun 2003 | 19 | 2 hours | 7 hours |
| Jul 2003 - Sep 2003 | 15 | 1.4 hours | 6 hours |
| Oct 2003 - Dec 2003 | 22 | 3.7 hours | 14.7 hours |
| Jan 2004 - Mar 2004 | 20 | 6.4 hours | 18.2 hours |
| Apr 2004 - Jun 2004 | 20 | 1.2 hours | 9.2 hours |
| Jul 2004 - Sep 2004 | 32 | 1.8 hours | 6.97 hours |
| Oct 2004 - Dec 2004 | 30 | 1.6 hours | 6.0 hours |
| Jan 2005 - Mar 2005 | 8* | 22.7 hours | 28.5 hours |
| Apr 2005 - Jun 2005 | 22* | 3.98 hours | 10.58 hours |
| Jul 2005 - Sep 2005 | 36* | 8.38 hours | 21.25 hours |
*No calls were classed as "Dead" therefore no caller was prevented from using their email during this time.