Charter results 2005

CityLink scorecard targets - what we aim to deliver

The CityLink scorecard shows 7 key indicators against which we measure ourselves.
Following are the results for 2005.

	Scorecard target	Results 1 Jan 05 - 30 Jun 05	Results 1 Jul 05 - 31 Dec 05	Targets Met
On the road	Our incident response vehicles will respond to an incident in a traffic lane in less than 10 minutes (on average)	Average response time for hazardous incident - 4 min 24 sec Average response time for non-hazardous incident - 7 min 43 sec	Average response time for incident in a traffic lane - 4 min 12 sec Average response time for incident in an emergency lane - 6 min 44 sec
Customer service	80% of consumer call centre calls will be answered within 20 seconds	80.4%	80.72%
	80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days	88.48%	88.20%
	95% of customer calls will be resolved on the first contact	97.27%	97.6%
	99% of letters and emails will be responded to or acknowledged within 2 business days	99.04%	100%
	95% of new e-TAGs requested will be dispatched within 4 business days	99.28%	96.94%
The community and environment	100% compliance with EPA Victoria environmental requirements	All monitoring results complied with EPA requirements for months of January - June 2005	All monitoring results complied with EPA requirements for months of July - December 2005