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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 2007.
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Scorecard target |
Results
1 Jan 07 - 30 Jun 07 |
Results
1 Jul 07 - 31 Dec 07 |
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 21 sec
Average response time for incident in an emergency lane - 7 min 37 sec
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Average response time for incident in a traffic lane - 4 min 32 sec
Average response time for incident in an emergency lane - 7 min 53 sec
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| Customer service |
80% of consumer call centre calls will be answered within 20 seconds |
80.67% |
81.57% |
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| 80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days |
91% |
98.62% |
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| 95% of customer calls will be resolved on the first contact |
97.23% |
97.69% |
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| 99% of letters and emails will be responded to or acknowledged within 2 business days |
99% |
99% |
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| 95% of new e-TAGs requested will be dispatched within 4 business days |
99.31% |
99.57% |
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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 2007 |
All monitoring results complied with EPA requirements for months of July - December 2007 |
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