This is an HTML version of an attachment to the Freedom of Information request 'Monthly Performance Pack'.



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Call Data Flow
March 2014 
Confidential 

Summary - Index 
Page
Schedule Title
1
TVL At A Glance
2
Performance Highlights/Lowlights
4
Summary of the Exception Reports
5
Self-Serve Summary
6
Combined Self-Serve Summary - Volumes
7
Combined Self-Serve Summary - Charts
8
Self-Serve Summary - Performance Against Targets
10
Quality Auditing (part one) - Volumes Conducted & Performance Scores
11
Quality Auditing (part two) - Commonest Test Failures / Areas of Weakness
Schedule Amendments/Additions: 
Additions 
 
 
 
 
Amendments 
 
 
Confidential
Summary

TVL At A Glance 
Sales against BBC  Target
March 2014
YTD 2013/14
Actual
BBC  Target
Variance
Actual
BBC  Target
Variance
Full Year
Total Net Sale Value (£m)
320.4
319.4
1.0
3,720.1
3,741.8
(21.7)
3,741.8
 
Gross Sales Volume (000's)
2,279.1
2,283.0
(4.0)
26,423.6
26,599.7
(176.1)
26,599.7
Net Sales Volume (000's)
2,199.8
2,183.2
16.7
25,477.8
25,573.6
(95.8)
25,573.6
ref:TV Licence Sales by Value by time of renewal (includes Over 75 free licences as counterfoil early renewals)
Field Operations
Licence In Force 
March 2014
 
25,500
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Licences in Force 
25,419,296
nds
usa

25,400
ho
ref: Monthly Complaints Analysis (Summary) and TV Licences
T
in Force and Evasion Statistics
25,300
Key
Licences in Force
2013/14
25,200
2012/13
25,100
March 2014
YTD
Visits versus Evaders Caught 
Number of Visits
338,527
3,804,139
 
 400
 50
 
Number of Evaders Caught
34,021
327,641
nds
usa

 325
 40
ref: TVL Field Performance Summary Report
ho
Thousands
T
Key
 250
 30
Visits
Evaders Caught
2013/14
2013/14
 175
 20
2012/13
2012/13
 100
 10
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Confidential
Summary
1

TVL At A Glance 
Call Centre
Total Calls Offered (inc. IVR & Over 75's) 
March 2014
YTD
 
600
6,000
 
Calls Offered (inc. IVR and O75's)
485,144
5,168,165
500
Average Call Length
219.3
223.5
5,600
Thousands
Thousands
400
ref: Call Centre Volumes - 13 Month Summary
300
5,200
Key
Total Calls
Total Calls MAT
200
2013/14
2013/14
4,800
100
2012/13
2012/13
0
4,400
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Online Sales
March 2014
YTD
Online Sales 
 
300
Online Sales
262,808
2,838,703
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
ands
ref: Web Receipts - 13 Month Summary
260
Thous
220
Key
Online Sales
2013/14
180
2012/13
140
Complaints
Complaints - Total Cases 
March 2014
YTD
 
3.0
21
 
Complaints - Total Cases
1,853
18,099
ands
ands
20
2.5
Thous
Thous
ref: Monthly Written, Email & Telephone Complaints
19
Analysis (Summary 13 Months)
2.0
18
Key
1.5
Complaints
Complaints MAT
17
2013/14
2013/14
1.0
16
2012/13
2012/13
0.5
15
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Confidential
Summary
2

TVL Performan
ma ce 
e
Highlights
/
Lowlights
1, Sales/Revenue
1, Sales/Revenue
Net sales are 42.3K up on the same month last year and 16.7k up in the month against sales 
YTD Sales are down (95.8k) on target.
target.
Revenue collections are £1.45m up in the month against contractor forecast.
YTD sales are 119.7K up on sales made over the same period last year.
YTD revenue collections are (£16.3m) down on contractor forecast.
2, Contact Centres
2, Contact Centres
KPI and PI’s met despite 5% increase on forecast volume.
CDIS file transfer failure 18th/19th March resulted in delay of scanned work into 
SmartAgent
Full fee sales target achieved, inbound sales up 27% up on last year.
Lost dialler capability for 24 hours at the beginning of month due to Oracle database 
Completed Back Office end of financial year Queue’s as required.
lockout issue
3, Field
3, Field
Leavers are within the expected norm range
The reported volume of video and photographic incidents, at 58, is the highest to date
Roll out of new MC75A devices with current software completed
We have seen an increase in the number of applicants turning down an offer of interview.  
Although we cant prove direct correlation, we have also taken a number of calls 
F2.2 Handheld chip and pin train the trainer session was very useful
questioning  the security of the role in light of the decriminalisation debate. Reasons for 
cancellation will be captured in the future.
G4S Sales above forecast
Confidential
Summary
3

Summary of the Exception Reports 
March 2014
KPI / PI No.
Incident Date
Incident Ref. Duration (Mins)
Incident Type
Issue
Cause
Outcome
Service Penalty Points
System Functionality
Customers unable to hear agents on  Root cause unknown as yet - possible 
5.1
03/03/2014 00:00
1403:6614018
32
No resolution actions taken
0
the telephone
Network issue
System Availability
Root cause of the incident is due to the MVS2 
platform which, for reasons to be established, 
had swung over to the resilient Call Manager 
5.1
18/03/2014 00:00
1403:6661317
2
No resolution actions taken
0
in West Malling, and as a result all MVS2 
phones had rebooted. Service has been 
Loss of telephony for 2 minutes at 
restored, automatically as intended when a 
Darwen Contact Centre
failover occurs.
System Availability
A DB2 unload test job that had been 
submitted in error on production and as a 
5.1
19/03/2014 00:00
1403:6665695
5
DB2 unload test job cancelled
0
Loss of access to QDOS for Darwen 
result triggered a table lock between 15:35 
Contact Centre
and 15:40. 
System Availability
A support request was logged with Oracle, 
and they identified that the database 
experienced a known bug.
4.1
25/03/2014 00:00
1403:6683696
20
A fix for the bug is available in later releases 
Database restarted
0
of Exadata, but there is no patch available for 
our version (11.2.0.2 BP14).
Review Oracle recommendation to upgrade 
Loss of CMS in Proximity 20 minutes to a later release.
Schedule 4 Item 3.4.47
Summary
4

Self-Serve Summary 
Summary: 
 
Sales Target 73.5%, currently 74.1% (+0.6%). 
 
Total Target 65.0%, currently 64.1% (-0.9%). 
 

Annual Actuals and Targets - Totals/Sales
Total Annual Actuals and Targets 
 
20
80%
ons
Web
IVR
Emails
Cust Admin
Call Centre
Total
Self-Serve
ill
Mi
16
2007/08
2,870,857
1,214,382
389,087
2,688,993
7,159,553
14,322,872
28.5%
60%
2008/09
3,218,520
1,524,970
408,732
1,939,942
6,315,285
13,407,449
35.4%
2009/10
4,247,994
1,228,765
287,144
1,615,463
5,075,636
12,455,002
44.0%
12
2010/11
6,192,003
1,105,583
292,939
1,483,015
4,406,033
13,479,573
54.1%
40%
2011/12
7,392,425
1,030,760
360,841
1,228,232
3,998,808
14,011,066
60.1%
8
2012/13
8,795,702
758,241
386,911
1,007,636
4,039,367
14,987,857
63.7%
2013/14
9,425,520
657,955
405,957
886,690
4,135,744
15,511,865
65.0%
20%
4
Sales Annual Actuals and Targets 
0
0%
 
6
80%
2007/08
2008/09
2009/10
2010/11
2011/12
2012/13
2013/14
ns
oill
Web
IVR
Emails
Cust Admin
Call Centre
Self-Serve
Mi
60%
4
40%
Web
IVR
Emails
Cust Admin Call Centre
Total
Self-Serve
2007/08
1,578,350
330,408
15,541
1,142,421
1,885,840
4,952,560
38.5%
2
2008/09
1,884,177
347,910
11,442
1,144,759
1,395,999
4,784,287
46.7%
20%
2009/10
2,196,718
373,210
6,494
979,969
838,441
4,394,832
58.5%
2010/11
2,362,646
406,615
3,162
892,677
726,850
4,391,950
63.1%
2011/12
2,589,309
394,839
2,462
745,986
676,080
4,408,676
67.7%
0
0%
2012/13
2,841,879
295,569
1,763
585,792
672,842
4,397,845
71.3%
2007/08
2008/09
2009/10
2010/11
2011/12
2012/13
2013/14
2013/14
3,063,546
266,012
1,763
527,213
672,842
4,531,375
73.5%
Web
IVR
Emails
Cust Admin
Call Centre
Self-Serve
Confidential
Schedule 4 - Section 3.4 - Item 18
Summary
5

Capita and Akinika MAT Self-Serve Summary - Volumes 
Mar 13
Apr 13
May 13
Jun 13
Jul 13
Aug 13
Sep 13
Oct 13
Nov 13
Dec 13
Jan 14
Feb 14
Mar 14
Served
Capita
Call Centre
4,039,367
4,049,588
4,026,964
4,018,060
4,043,723
4,037,415
4,041,548
4,021,271
4,011,498
4,003,285
3,974,765
3,952,326
3,975,265
Cust Admin & E-mail
1,394,547
1,393,170
1,377,364
1,363,814
1,354,222
1,339,338
1,338,995
1,334,678
1,325,585
1,330,987
1,321,020
1,311,401
1,327,852
Total
5,433,914
5,442,758
5,404,328
5,381,874
5,397,945
5,376,753
5,380,543
5,355,949
5,337,083
5,334,272
5,295,785
5,263,727
5,303,117
Akinika
Call Centre
2,800,395
2,272,772
2,277,229
2,289,328
2,309,448
2,305,125
2,318,376
2,317,020
2,304,715
2,291,712
2,272,716
2,267,356
2,268,969
Cust Admin
88,012
88,458
89,009
88,723
88,804
89,797
90,076
92,386
91,790
91,978
92,028
92,945
93,818
Total
2,888,407
2,361,230
2,366,238
2,378,051
2,398,252
2,394,922
2,408,452
2,409,406
2,396,505
2,383,690
2,364,744
2,360,301
2,362,787
Combined Total
8,322,321
7,803,988
7,770,566
7,759,925
7,796,197
7,771,675
7,788,995
7,765,355
7,733,588
7,717,962
7,660,529
7,624,028
7,665,904
Self Serve
Capita
IVR
758,241
748,990
735,480
722,257
709,199
694,428
684,334
667,240
688,171
725,469
777,881
798,280
825,017
Web
8,795,700
8,816,811
8,792,513
8,801,593
8,770,924
8,765,786
8,684,401
8,598,395
8,584,547
8,606,009
8,599,379
8,582,093
8,630,556
Total
9,553,941
9,565,801
9,527,993
9,523,850
9,480,123
9,460,214
9,368,735
9,265,635
9,272,718
9,331,478
9,377,260
9,380,373
9,455,573
Akinika
IVR
980,485
842,021
836,732
835,354
817,622
817,434
817,233
809,288
817,599
825,375
834,185
848,377
867,643
Web
1,637,427
1,669,694
1,700,391
1,738,281
1,773,467
1,804,916
1,840,232
1,869,930
1,887,655
1,906,997
1,922,229
1,938,733
1,958,115
SMS
696,384
696,096
698,320
707,874
714,790
726,301
730,494
736,819
743,477
766,106
788,119
803,916
819,272
Total
3,314,296
3,207,811
3,235,443
3,281,509
3,305,879
3,348,651
3,387,959
3,416,037
3,448,731
3,498,478
3,544,533
3,591,026
3,645,030
Combined Total
12,868,237 12,773,612 12,763,436 12,805,359 12,786,002 12,808,865 12,756,694 12,681,672 12,721,449 12,829,956 12,921,793 12,971,399 13,100,603
Total
Capita
14,987,855 15,008,559 14,932,321 14,905,724 14,878,068 14,836,967 14,749,278 14,621,584 14,609,801 14,665,750 14,673,045 14,644,100 14,758,690
Akinika
6,202,703
5,569,041
5,601,681
5,659,560
5,704,131
5,743,573
5,796,411
5,825,443
5,845,236
5,882,168
5,909,277
5,951,327
6,007,817
Combined
21,190,558 20,577,600 20,534,002 20,565,284 20,582,199 20,580,540 20,545,689 20,447,027 20,455,037 20,547,918 20,582,322 20,595,427 20,766,507
Capita Self Serve %
63.74%
63.74%
63.81%
63.89%
63.72%
63.76%
63.52%
63.37%
63.47%
63.63%
63.91%
64.06%
64.07%
Akinika Self Serve %
53.43%
57.60%
57.76%
57.98%
57.96%
58.30%
58.45%
58.64%
59.00%
59.48%
59.98%
60.34%
60.67%
Combined Self Serve
60.73%
62.08%
62.16%
62.27%
62.12%
62.24%
62.09%
62.02%
62.19%
62.44%
62.78%
62.98%
63.09%
Confidential
Schedule 4 - Section 3.4 - Item 18
Summary
6

Capita and Akinika MAT Self-Serve Summary - Charts 
Capita - Current Target - 65%
s  16
66%
onli
Mil
12
62%
8
58%
4
54%
0
50%
Mar 13
Apr 13
May 13
Jun 13
Jul 13
Aug 13
Sep 13
Oct 13
Nov 13
Dec 13
Jan 14
Feb 14
Mar 14
Web
IVR
SMS
Cust Admin & E-mail
Call Centre
Self Serve
Akinika
s  7
66%
n
io
6
Mill
62%
5
4
58%
3
2
54%
1
0
50%
Mar 13
Apr 13
May 13
Jun 13
Jul 13
Aug 13
Sep 13
Oct 13
Nov 13
Dec 13
Jan 14
Feb 14
Mar 14
Web
IVR
SMS
Cust Admin
Call Centre
Self Serve
Combined - Current Target - 62.5%
s  25
66%
n
io
Mill 20
62%
15
58%
10
54%
50
5
0
50%
Mar 13
Apr 13
May 13
Jun 13
Jul 13
Aug 13
Sep 13
Oct 13
Nov 13
Dec 13
Jan 14
Feb 14
Mar 14
Web
IVR
SMS
Cust Admin & E-mail
Call Centre
Self Serve
Confidential
Schedule 4 - Section 3.4 - Item 18
Summary
7

Self-Serve Summary - Performance Against Targets 
Self-Serve performance against targets by Transaction type: March 2014
80%
60%
40%
20%
Mar 11
Jun 11
Sep 11
Dec 11
Mar 12
Jun 12
Sep 12
Dec 12
Mar 13
Jun 13
Sep 13
Dec 13
Mar 14
Gen Enq - Target
COD - Target
Sales - Target
Total - Target
Gen Enq - Actual
COD- Actual
Sales- Actual
Total - Actual
Month
Gen Enq
Target
Variance
COD
Target
Variance
Sales
Target
Variance
April
69.7%
70.9%
-1.1%
50.9%
51.9%
-1.0%
71.4%
73.5%
-2.1%
May
69.5%
70.9%
-1.3%
51.0%
51.9%
-0.9%
71.6%
73.5%
-1.9%
June
69.6%
70.9%
-1.2%
50.8%
51.9%
-1.0%
71.9%
73.5%
-1.6%
July
69.5%
70.9%
-1.4%
50.4%
51.9%
-1.5%
71.9%
73.5%
-1.5%
August
69.5%
70.9%
-1.4%
50.2%
51.9%
-1.7%
72.1%
73.5%
-1.4%
September
69.2%
70.9%
-1.7%
49.6%
51.9%
-2.2%
72.2%
73.5%
-1.3%
October
69.2%
70.9%
-1.6%
48.8%
51.9%
-3.0%
72.3%
73.5%
-1.1%
November
69.4%
70.9%
-1.4%
48.8%
51.9%
-3.0%
72.6%
73.5%
-0.9%
December
69.7%
70.9%
-1.2%
49.0%
51.9%
-2.9%
72.8%
73.5%
-0.7%
January
69.7%
70.9%
-1.1%
49.2%
51.9%
-2.6%
73.3%
73.5%
-0.2%
February
69.6%
70.9%
-1.3%
49.4%
51.9%
-2.4%
73.8%
73.5%
0.3%
March
69.4%
70.9%
-1.5%
49.4%
51.9%
-2.5%
74.1%
73.5%
0.6%
Month
Total
Target
Variance
Total
Target
Variance
Second 'Total' is excluding General Enquiries and just 
showing self serve percentages for COD and Sales 
April
63.7%
65.0%
-1.3%
60.3%
61.7%
-1.4%
combined.
May
63.8%
65.0%
-1.2%
60.5%
61.7%
-1.2%
June
63.9%
65.0%
-1.1%
60.6%
61.7%
-1.1%
July
63.7%
65.0%
-1.3%
60.4%
61.7%
-1.4%
August
63.8%
65.0%
-1.2%
60.4%
61.7%
-1.3%
September
63.5%
65.0%
-1.5%
60.1%
61.7%
-1.6%
October
63.4%
65.0%
-1.6%
59.9%
61.7%
-1.8%
November
63.5%
65.0%
-1.5%
59.9%
61.7%
-1.8%
December
63.6%
65.0%
-1.4%
60.1%
61.7%
-1.6%
January
63.9%
65.0%
-1.1%
60.5%
61.7%
-1.2%
February
64.1%
65.0%
-0.9%
60.9%
61.7%
-0.8%
March
64.1%
65.0%
-0.9%
61.0%
61.7%
-0.7%
Confidential
Schedule 4 - Section 3.4 - Item 18
Summary
8

Self-Serve Summary - Performance Against Targets 
Self-Serve performance against targets - by Channel: March 2014
60%
50%
40%
30%
20%
10%
0%
Mar 11
Jun 11
Sep 11
Dec 11
Mar 12
Jun 12
Sep 12
Dec 12
Mar 13
Jun 13
Sep 13
Dec 13
Mar 14
Web - Target
IVR - Target
Emails - Target
Agent - Target
Cust Admin - Target
Web - Actual
IVR - Actual
Emails - Actual
Agent - Actual
Cust Admin - Actual
Month
Web
Target
Variance
IVR
Target
Variance
Email
Target
Variance
April
58.7%
54.1%
4.7%
5.0%
7.1%
-2.1%
2.6%
2.5%
0.2%
May
58.9%
54.1%
4.8%
4.9%
7.1%
-2.2%
2.7%
2.5%
0.2%
June
59.0%
54.1%
5.0%
4.8%
7.1%
-2.2%
2.7%
2.5%
0.2%
July
59.0%
54.1%
4.9%
4.8%
7.1%
-2.3%
2.7%
2.5%
0.3%
August
59.1%
54.1%
5.0%
4.7%
7.1%
-2.4%
2.7%
2.5%
0.3%
September
58.9%
54.1%
4.8%
4.6%
7.1%
-2.4%
2.8%
2.5%
0.3%
October
58.8%
54.1%
4.7%
4.6%
7.1%
-2.5%
2.9%
2.5%
0.4%
November
58.8%
54.1%
4.7%
4.7%
7.1%
-2.4%
2.9%
2.5%
0.4%
December
58.7%
54.1%
4.6%
4.9%
7.1%
-2.1%
2.9%
2.5%
0.5%
January
58.6%
54.1%
4.5%
5.3%
7.1%
-1.8%
2.9%
2.5%
0.5%
February
58.6%
54.1%
4.5%
5.5%
7.1%
-1.6%
3.0%
2.5%
0.5%
March
58.5%
54.1%
4.4%
5.6%
7.1%
-1.5%
3.0%
2.5%
0.5%
Month
Agent
Target
Variance
Cust ad
Target
Variance
Served
Target
Variance
April
27.0%
27.9%
-0.9%
6.7%
8.5%
-1.8%
36.3%
38.8%
-2.6%
May
27.0%
27.9%
-0.9%
6.6%
8.5%
-1.9%
36.2%
38.8%
-2.6%
June
27.0%
27.9%
-0.9%
6.5%
8.5%
-2.0%
36.1%
38.8%
-2.7%
July
27.2%
27.9%
-0.7%
6.4%
8.5%
-2.1%
36.3%
38.8%
-2.5%
August
27.2%
27.9%
-0.7%
6.3%
8.5%
-2.2%
36.2%
38.8%
-2.6%
September
27.4%
27.9%
-0.5%
6.3%
8.5%
-2.2%
36.5%
38.8%
-2.3%
October
27.5%
27.9%
-0.4%
6.3%
8.5%
-2.2%
36.6%
38.8%
-2.2%
November
27.5%
27.9%
-0.4%
6.2%
8.5%
-2.3%
36.5%
38.8%
-2.3%
December
27.3%
27.9%
-0.6%
6.2%
8.5%
-2.3%
36.4%
38.8%
-2.4%
January
27.1%
27.9%
-0.8%
6.1%
8.5%
-2.4%
36.1%
38.8%
-2.7%
February
27.0%
27.9%
-0.9%
6.0%
8.5%
-2.5%
35.9%
38.8%
-2.9%
March
26.9%
27.9%
-1.0%
6.0%
8.5%
-2.5%
35.9%
38.8%
-2.9%
Confidential
Schedule 4 - Section 3.4 - Item 18
Summary
9

Quality Auditing - Volumes Conducted & % Performance Scores 
BBC Contract - Schedule 6 - PI 3.6 - Contact Quality Call Quality Analysis (Inbound and Outbound)
Total Agent 
Call Monitoring:  
Number of 
Level 
Number of 
Level 
% Quality 
% Quality 
In accordance with PI 3.6; 5 calls per Customer Call Centre Agent have been monitored this month in the Teams in 
Call Monitoring
Calls this  Calls checked 
Achieved 
Calls checked
Achieved 
Trend
this Month
YTD
Capita Darwen & akinika. All figures quoted in this return are from March 2013 to date.  
Month
this Month
this Month
YTD
YTD
 
Inbound:  
Inbound
344,770
852
93.3%
1
11,018
93.2%
1
2
This months  performance of  93.7% is a 0.7% improvement on last month. A total of 852 calls have been 
Dialler
95,553
149
94.8%
1
1,916
92.9%
1
2
monitored by the QA team. The YTD rate is steady at 93.2%.  
Field
3,373
54
94.3%
1
651
93.5%
1
2
 
Escalated
2,340
30
94.9%
1
296
95.1%
1
0
Dialler:  
Complaints Calls
309
83
95.5%
1
1,002
93.4%
1
2
The Quality Assurance Team completed 149 remote call monitors this month achieving a 94.8% result , 2.3% 
better than last month. The YTD rate is 92.9%. 
Total Capita
446,345
1,168
93.7%
1
14,883
93.2%
1
2
 
akinika Applications
109
86.0%
2
1,515
87.2%
2
0
Escalated and Complaints Calls:  
196,908
akinika Inbound
225
86.5%
2
3,066
84.8%
2
2
113 call monitors completed this month, on a bespoke form designed with conflict handling in mind. The tests 
akinika Outbound
380,557
386
88.4%
2
3,824
86.5%
2
2
ensure the measurement of vital complaint and escalation handling requirements.  
This months performance stands at  95.3% - 1.2%  lower than last month, but 0.4% up over the 2 month period. 
Total akinika
577,465
720
87.4%
2
8,405
86.0%
2
2
 
Total Call Monitoring Volumes / Average % Score
1,023,810
1,888
91.3%
1
23,288
90.6%
1
2
Field:  
Performance was  94.3% with 54 Call Monitoring's undertaken by the QA Team.  
BBC Contract - Schedule 6 - PI 3.7 - E-Mail Quality Analysis (All other Contact Channels other than Call)
The designated coach continues to support the Field Back Office with the call work, ensuring that they work 
Number of 
Number of 
towards the business's directives over Customer Call Handling.  
Level 
Level 
Cases 
% Quality 
Cases 
% Quality 
 
Correspondence, E-Mail, Transcription & WEB Monitoring
Achieved 
Achieved 
Trend
checked this  this Month
checked
YTD
akinika:  
this Month
YTD
Month
YTD
akinika's performance for this month shows a further  increase of 0.1% with an overall recorded score of 87.4%. 
The score is based upon all call types i.e. Applications, Outbound and Inbound. YTD the rate is steady at 86.0%.  
On-Shore Processing:-
 
Address Structure
80
99.9%
1
1,293
99.7%
1
2
For PI3.7 -  
ARC
Overall Correspondence, E-Mail, Transcription and WEB is steady this month at 99.7% and YTD rate is also steady 
117
99.2%
1
822
99.3%
1
0
Correspondence, E-Mail & WEB
at 99.6%. 
45
99.7%
1
464
99.8%
1
0
For Offshore processing this month is 99.8% and YTD is up 0.1% to 99.8%.  
Customer Relations (Complaints)
200
98.1%
1
2,010
97.1%
2
2
Internal levelling amongst the Quality Team in India has taken place to ensure they are marking the Tests correctly 
BBC & HLR Complaints
30
99.7%
1
360
99.5%
1
2
and in the same way - 1 small non-material issue was identified in this month's exercise which was immediately 
DCC
10
100.0%
1
50
100.0%
1
1
rectified. 
E-Mail &WEB (now in Correspondence above)
99.6%
398
99.6%
1
1
Levelling between the UK and India operation also took place on independently selected Cases in the Corres 
Hotels & Company Group Licensing
45
97.4%
2
295
99.5%
1
0
queues. Again 1 small issue was identified with regard to system recording  - this has been subsequently resolved. 
akinika NLN
180
100.0%
1
2,624
99.5%
1
2
 
akinika Correspondence
60
95.4%
3
633
90.6%
3
2
Onshore processing is  98.9% this month, improving the YTD rate by 0.3%.  
Licence Issue
20
98.4%
1
255
98.6%
1
0
Enhanced support given to the Customer Relations Advisors in the build up to the new CRM system release has 
Mail Processing (CDIS)
14
100.0%
1
168
100.0%
1
1
helped improve their score by 2.3% this month to 98.1% and is now Level 1. This is a significant achievement 
Over 75's
138
97.9%
2
1,146
96.9%
2
2
considering that the Quality template we use for marking their work is far more stringent and has been designed 
to ensure the Customer's complaint is dealt with Right First Time. This month's result has helped the YTD rate too, 
Total for Onshore Processing
939
98.9%
10,518
98.5%
2
which is up 0.1% to 97.1%. 
Off-Shore Processing:-
 
For the Back Office work that has been moved to Darwen  - Over 75's are Level 2 this month but show a month on 
Addacs
32
99.7%
1
420
100.0%
1
0
month improvement of 0.6% and remain at Level 2 YTD. Improvement plans continue to remain in place.  
COA Forms & DD Gone Aways
396
99.8%
1
3,326
99.9%
1
0
ARC (CLC) Audits have been resurrected this month - their first result is effectively their benchmark and is 99.2%.  
Correspondence
1,928
99.8%
1
15,759
99.7%
1
2
Hotel and CGL's have since moved into the Back Office from the Finance Team and the Quality templates have 
DDI
168
100.0%
1
2,136
99.8%
1
2
been enhanced. Hence, a Level 2 score this month of 97.4%, when traditionally this has been higher than this. The 
Dealers (CLOSED)
99.8%
668
99.8%
1
1
enhanced template reflects the need for further and more detailed checks in the Address maintenance / Revenue 
E-Mail
2,640
99.8%
1
20,046
99.7%
1
2
arena. 
IVR
478
99.9%
1
4,248
99.9%
1
1
 
Refunds
2,807
99.8%
1
21,340
99.7%
1
2
For akinika correspondence - this month's result  of 95.4% is 2.2% higher than last month, and 7.0% up over the 
Transcription
168
99.9%
1
1,385
99.9%
1
1
last 2 months. Most common area of failure  remains to be typographical and grammatical errors. Improvement 
WEB
896
99.9%
1
11,142
99.9%
1
1
plans continue to remain in place and are evidentially working.  
 
Total for Offshore Processing
9,513
99.8%
1
80,470
99.8%
1
1
Field: 
Total Correspondence, Email, Transcription & WEB
10,452
99.7%
1
90,988
99.6%
1
0
The results shown are the specific elements stipulated within the Contract. The Field Quality Dashboard has been 
sent separately which reflects additional aspects of Field Quality monitoring and fulfils the requirement of item 
BBC Contract - Schedule 2 & Schedule 4 - Item 3.4.44
3.4.44 in Schedule 4 of the Contract. 
Number 
Total 
% Quality 
Number 
Total 
% Quality 
Field
Failing this 
Trend
Volume
this Month Failing     YTD
Volume
YTD
Month
Quality of Prosecution Statements (Code 8 Rejects)
354
34,021
98.96%
2,348
327,641
99.28%
0
Complaint Volumes (attributable to Field)
134
338,527
99.96%
1,106
3,804,144
99.97%
0
Non- Adherence to Work Instructions & BBC Policies
199
34,021
99.42%
1,864
327,641
99.43%
0
Case Quality (Fraud) - VO failure to follow procedure
0
34,021
100.00%
125
327,641
99.96%
2
Calls Handled (also included in Call  Monitoring above)
54
3,373
94.30%
665
34,517
93.50%
2
GREEN = Level 1 = Acceptable Performance / Comprehensive Understanding of Quality.  Improving Trend.
AMBER = Level 2 = Less than Acceptable Performance / Understands Quality but further basic training required. Stable Trend.
 RED = Level 3 = Unacceptable Performance / Lack of Understanding of Quality, needs support, coaching & training. Falling Trend.

Schedule 4 Item 3.4.44 and Schedule 6 PI 3.6 and PI 3.7
Summary
10

Quality Auditing - Outbound Letter Quality 
BBC Contract - Schedule 6 - PI 3.8 - Outbound Letter Quality
This Month
YTD
The results declared on this page reflect our performance against PI 
Business Area
3.8 Outbound Letter Quality. 
Number of  
Number of  
% Quality 
Number of  
Number of  
% Quality 
Trend
 
Cases Failing Cases Checked this Month Cases Failing Cases Checked
YTD
Here we're looking at whether we sent the most appropriate 
(GEN03) - Had most appropriate Letter / E-Mail been sent in response to the Customer's Enquiry?
response, had covered all the points raised by the Customer in their 
correspondence with us and responded in a meaningful way. 
Address Structure
0
40
100.0%
0
271
100.0%
 
ARC
0
8
100.0%
0
8
100.0%
For Customer Relations / Complaints letters we have a more detailed 
Correspondence, E-Mail & WEB
1
29
96.6%
4
296
98.6%
and stricter level of marking - as we're expecting total accuracy and a 
DCC
0
1
100.0%
0
41
100.0%
very detailed response that covered all the points raised by the 
E-Mail &WEB (now in Correspondence above)
4
320
98.8%
Customer. 
Over 75's
1
73
98.6%
37
630
94.1%
 
Correspondence (Offshore)
14
923
98.5%
84
5,160
98.4%
This month overall we've achieved 99.5% which is 0.1% better than 
E-Mail (Offshore)
7
1,958
99.6%
127
16,623
99.2%
Refunds (Offshore)
20
1,556
98.7%
167
10,379
98.4%
last month.  
WEB (Offshore)
2
120
98.3%
20
1,216
98.4%
 
WM DD Gone Aways & Change of Address (Offshore)
0
11
100.0%
15
476
96.8%
The errors identified in the letters i.e. typographical and grammatical 
errors were before they were sent out to the Customer. 
TOTAL
45
4,719
99.0%
458
35,420
98.7%
2
All Customer Relations response letters are 100% checked by a Team 
(GEN04) - Had Customer's Enquiry been fully addressed?
Leader outside of this QA process.  
 
Address Structure
0
80
100.0%
4
1,255
99.7%
Focus for Offshore remains on the sending of the most appropriate e-
ARC
0
8
100.0%
0
8
100.0%
mail or response in response to the Customer's Enquiry. 
Correspondence, E-Mail & WEB
1
44
97.7%
6
462
98.7%
DCC
0
10
100.0%
0
50
100.0%
E-Mail &WEB (now in Correspondence above)
5
389
98.7%
Licence Issue
0
20
100.0%
2
200
99.0%
Over 75's
1
138
99.3%
19
778
97.6%
Correspondence (Offshore)
0
1,928
100.0%
0
15,748
100.0%
E-Mail (Offshore)
0
2,088
100.0%
13
17,185
99.9%
Refunds (Offshore)
0
2,752
100.0%
11
21,306
99.9%
IVR (Offshore)
1
361
99.7%
6
3,683
99.8%
WEB (Offshore)
1
896
99.9%
6
11,070
99.9%
WM DD Gone Aways & Change of Address (Offshore)
0
346
100.0%
1
3,041
100.0%
TOTAL
4
8,671
100.0%
73
75,175
99.9%
2
(GEN11) - Was our response free from grammatical errors and typographical mistakes?
Address Structure
1
40
97.5%
13
270
95.2%
ARC
0
9
100.0%
0
11
100.0%
Correspondence, E-Mail & WEB
0
13
100.0%
4
116
96.6%
DCC
0
1
100.0%
0
36
100.0%
E-Mail &WEB (now in Correspondence above)
9
200
95.5%
Hotel & Company Groups
0
0
-
0
49
100.0%
Over 75's
3
71
95.8%
73
512
85.7%
TOTAL
4
134
97.0%
99
1,194
91.7%
2
Customer Relations / Complaints Responses
(CUR10) - Customer Complaint fully answered
3
115
97.4%
15
1,250
98.8%
(CUR12) - Agent correctly quoted from Business / BBC Policies
0
115
100.0%
2
1,250
99.8%
(CUR13) - Response free from grammatical errors & typographical 
19
247
92.3%
298
2,540
88.3%
(CUR24) - Letter format correct
0
115
100.0%
22
1,252
98.2%
(CO203) - Correct use of Glossaries
0
115
100.0%
5
1,250
99.6%
(CUR16) - Response logically flowed
0
115
100.0%
8
1,252
99.4%
(CUR17) - Apology given where appropriate
0
93
100.0%
6
974
99.4%
(CUR19) - Response preserved relationship & fully supported TVL's 
0
23
100.0%
0
560
100.0%
TOTAL
22
938
97.7%
356
10,328
96.6%
2
TOTAL Outbound Letter Quality performance
OVERALL TOTAL
75
14,462
99.5%
986
122,117
99.2%
2
GREEN = Acceptable Performance. Improving Trend.
AMBER = Less than Acceptable Performance. Stable Trend.
 RED = Unacceptable Performance. Falling Trend.

Schedule 4 Item 3.4.44 and Schedule 6 PI 3.8
Summary
11