In the statement concluding our 2017 Review of CISAS and OS (PDF, 331.9 KB), we committed to publish both schemes’ key performance indicator (KPI) results on a quarterly basis. This ensures that stakeholders have greater awareness of, and can scrutinise, the schemes’ performances.
The KPIs that we measure and the schemes' performances for each quarter from Q3 2018 are recorded below:
| KPI | Q1 2019 (January to March) | Q2 2019 (April to June) | Q3 2019 (July to September) | Q4 2019 (October to December) |
|---|---|---|---|---|
| More than 80% of calls to be answered in two minutes | 85% | 80% | 77% | 87% |
| More than 90% of calls to be answered in less than five minutes | 98% | 96% | 95% | 95% |
| 100% of written correspondence to be replied to within ten 1days | 100% | 100% | 100% | 100% |
| More than 90% of case decisions* to be issued within six weeks of the case being accepted | 96% | 95% | 96% | 98% |
| Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted | <1% | <1% | <1% | <1% |
| KPI | Q4 2018 (October to December) | Q1 2019 (January to March) | Q2 2019 (April to June) | Q3 2019 (July to September) |
|---|---|---|---|---|
| More than 80% of calls to be answered in two minutes | 100% | 100% | 100% | 100% |
| More than 90% of calls to be answered in less than five minutes | 100% | 100% | 100% | 100% |
| 100% of written correspondence to be replied to within ten days | 100% | 100% | 100% | 100% |
| More than 90% of case decisions* to be issued within six weeks of the case being accepted | 86% | 96% | 98% | 98% |
| Less than 1% of case decisions* to be issued later than eight weeks after the case has been accepted | 1% | 1% | <1% | <1% |
*It should be noted that due to the schemes’ differing processes, the decisions issued for CISAS represent their final decision whereas, for OS, it represents the point at which an initial decision is issued.
