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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 2008.
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Scorecard target |
Previous Results
1 Jan 08 - 30 Jun 08 |
Current Results
1 Jul 08 - 31 Dec 08 |
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 45 sec.
Average response time for incident in an emergency lane
7 min 51 sec.
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Average response time for incident in a traffic lane
4 min 39 sec.
Average response time for incident in an emergency lane
7 min 47 sec.
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| Customer service |
80% of consumer call centre calls will be answered within 20 seconds |
80.04% |
77.63% |
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| 80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days |
93.95% |
97.00% |
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| 95% of customer calls will be resolved on the first contact |
97.34% |
96.57% |
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| 99% of letters and emails will be responded to or acknowledged within 2 business days |
99.00% |
99.00% |
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| 95% of new e-TAGs requested will be dispatched within 4 business days |
99.63% |
99.28% |
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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 to June 2008. |
All monitoring results complied with EPA requirements for months of July to December 2008. |
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