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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 2006.
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Scorecard target |
Results
1 Jan 06 - 30 Jun 06 |
Results
1 Jul 06 - 31 Dec 06 |
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 incident in a traffic lane - 4 min 3 sec
Average response time for incident in an emergency lane - 6 min 36 sec
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Average response time for incident in a traffic lane - 4 min 3 sec
Average response time for incident in an emergency lane - 6 min 14 sec |
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| Customer service |
80% of consumer call centre calls will be answered within 20 seconds |
81.14% |
81.63% |
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| 80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days |
94.20% |
93.00% |
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| 95% of customer calls will be resolved on the first contact |
97.20% |
97.11% |
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| 99% of letters and emails will be responded to or acknowledged within 2 business days |
100% |
100% |
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| 95% of new e-TAGs requested will be dispatched within 4 business days |
100% |
97.05% |
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| The community and environment |
100% compliance with EPA Victoria environmental requirements |
All monitoring results complied with EPA requirements for months of January - June 2006 |
All monitoring results complied with EPA requirements for months of July - December 2006 |
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