Charter results 2004

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 2004.

	Scorecard target	Results 1 Oct 04 - 31 Dec 04		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 35 sec Average response time for incident in an emergency lane - 8 min 43 sec
Customer service	80% of consumer call centre calls will be answered within 20 seconds	81.30%
	80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days	86.30%
	95% of customer calls will be resolved on the first contact	97.20%
	99% of letters and emails will be responded to or acknowledged within 2 business days	100%
	95% of new e-TAGs requested will be dispatched within 4 business days	99.59%
The community and environment	100% compliance with EPA Victoria environmental requirements	All monitoring results complied with EPA requirements for months of October  - December 2004