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CityLink scorecard targets - what we aim to deliver
The CityLink scorecard shows 7 key indicators against which we measure ourselves.
Results are reported here every six months, with the next report due January 2008.
Following are the seventh results since the scorecard was implemented, covering 1 July 2007 to 31 December 2007.
To see our previous results, please choose from our past results in the left hand menu.
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Scorecard target |
Previous Results
1 Jul 07 - 31 Dec 07 |
Current Results
1 Jan 08 - 30 Jun 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 32 sec
Average response time for incident in an emergency lane - 7 min 53 sec
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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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| Customer service |
80% of consumer call centre calls will be answered within 20 seconds |
81.57% |
80.04% |
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| 80% of all issues raised with the Customer Resolutions Group will be finalised within 7 days |
98.62% |
93.95% |
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| 95% of customer calls will be resolved on the first contact |
97.69% |
97.34% |
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| 99% of letters and emails will be responded to or acknowledged within 2 business days |
99% |
99.00% |
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| 95% of new e-TAGs requested will be dispatched within 4 business days |
99.57% |
99.63% |
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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 July - December 2007 |
All monitoring results complied with EPA requirements for months of January - June 2008 |
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