This is an HTML version of an attachment to the Freedom of Information request 'Reporting Functionality'.

1. All SR Throughput Summary - In Month
Measure
In month throughput by SR
Internal Performance measure
We aim to aim to complete 90% of our SRs within their SLA.
Rationale
SRs should be completed within specified timeframes as this is a key customer service.  
All Segments
All (excluding AO Static)
Month
Region
Throughput
Throughput
%
+/-
Rank
%
+/-
Rank
CMS Total
104.7%
100.9%
South West
99.0%
-5.7%
4
99.0%
-1.9%
4
May-17
Northern
99.6%
-5.1%
2
99.6%
-1.3%
2
South East
99.2%
-5.6%
3
99.2%
-1.7%
3
Eastern
102.1%
-2.7%
1
102.1%
1.1%
1
CMS Total
96.9%
101.4%
South West
102.2%
5.3%
1
102.2%
0.7%
1
Jun-17
Northern
99.9%
3.1%
3
99.9%
-1.5%
3
South East
99.9%
3.0%
4
99.9%
-1.5%
4
Eastern
101.1%
4.2%
2
101.1%
-0.3%
2
CMS Total
93.9%
97.1%
South West
96.9%
3.0%
2
96.9%
-0.3%
2
Jul-17
Northern
96.3%
2.4%
4
96.3%
-0.8%
4
South East
97.7%
3.8%
1
97.6%
0.4%
1
Eastern
96.6%
2.7%
3
96.5%
-0.6%
3
CMS Total
105.0%
101.4%
South West
99.9%
-5.1%
4
99.9%
-1.5%
4
Aug-17
Northern
101.7%
-3.3%
3
101.7%
0.4%
3
South East
102.8%
-2.3%
1
102.8%
1.5%
1
Eastern
102.3%
-2.7%
2
102.3%
1.0%
2
CMS Total
96.5%
99.6%
South West
97.1%
0.6%
4
97.1%
-2.4%
4
Sep-17
Northern
98.5%
2.0%
3
98.5%
-1.1%
3
South East
100.7%
4.1%
2
100.3%
0.8%
2
Eastern
101.6%
5.0%
1
101.5%
2.0%
1
CMS Total
95.9%
98.8%
Oct-17

South West
96.2%
0.3%
4
96.2%
-2.6%
4
Oct-17
Northern
96.6%
0.8%
3
96.6%
-2.2%
3
South East
100.0%
4.1%
2
100.0%
1.2%
2
Eastern
100.7%
4.9%
1
100.8%
2.0%
1
CMS Total
98.4%
99.4%
South West
98.2%
-0.2%
4
98.2%
-1.2%
4
YTD
Northern
98.3%
0.0%
3
98.3%
-1.0%
3
South East
98.9%
0.5%
2
98.8%
-0.5%
2
Eastern
100.3%
1.9%
1
100.3%
0.9%
1
Caveats
1. Displays the position of SRs as at month end
2. SRs are placed into Regions depending on the value in the Owning Segment field shown in Siebel at the time of the extract being taken (e.g. GB_101 in the South West region)
3. Any SRs completed by caseworkers who subsequently leave the BOM, will not be captured in this report as the Owning Segment field is changed to a null value. Across the entire report this affects approximately 1% of the total SRs generated.
4. Any cross-team working will be credited to the current segment location but when those caseworkers return to their home segment, the SRs allocated & completed by them will be credited to their new location, regardless of when it was completed.

1. All SR Throughput Summary - In Month
In month throughput by SR
We aim to aim to complete 90% of our SRs within their SLA.
SRs should be completed within specified timeframes as this is a key customer service.  
New Case
New Case Benefit
Maintain Case CoC
Throughput
Throughput
Throughput
%
+/-
Rank
%
+/-
Rank
%
+/-
Rank
101.1%
104.5%
96.3%
102.6%
1.5%
2
106.1%
1.6%
2
96.7%
0.3%
2
100.1%
-1.0%
3
99.0%
-5.5%
4
92.8%
-3.5%
4
96.5%
-4.6%
4
112.6%
8.2%
1
96.6%
0.2%
3
105.2%
4.1%
1
104.8%
0.3%
3
100.5%
4.1%
1
100.7%
103.2%
98.0%
100.0%
-0.7%
3
103.2%
0.0%
2
98.7%
0.7%
2
102.7%
2.0%
2
100.3%
-2.9%
3
95.5%
-2.5%
4
95.7%
-5.0%
4
112.1%
9.0%
1
98.4%
0.4%
3
103.2%
2.5%
1
100.1%
-3.0%
4
100.1%
2.1%
1
99.0%
97.1%
97.6%
97.2%
-1.8%
4
93.4%
-3.7%
3
97.5%
-0.1%
3
102.2%
3.2%
1
103.7%
6.6%
1
97.0%
-0.6%
4
97.9%
-1.2%
2
89.0%
-8.1%
4
98.8%
1.2%
1
97.3%
-1.7%
3
98.4%
1.3%
2
97.6%
0.0%
2
101.1%
98.7%
98.8%
98.0%
-3.0%
4
95.8%
-2.9%
4
100.1%
1.4%
2
103.7%
2.6%
1
98.4%
-0.3%
3
96.4%
-2.3%
3
100.3%
-0.8%
3
102.1%
3.4%
1
95.1%
-3.7%
4
101.7%
0.6%
2
100.5%
1.8%
2
102.8%
4.1%
1
99.8%
106.2%
95.5%
98.7%
-1.2%
4
104.3%
-1.9%
4
93.4%
-2.2%
4
100.8%
0.9%
1
107.3%
1.0%
2
95.4%
-0.1%
2
99.4%
-0.5%
3
104.9%
-1.3%
3
94.4%
-1.1%
3
100.4%
0.5%
2
109.3%
3.1%
1
99.2%
3.7%
1
98.8%
101.1%
98.6%

98.5%
-0.3%
2
103.4%
2.3%
2
97.2%
-1.4%
3
97.7%
-1.1%
3
98.2%
-2.9%
3
96.7%
-1.8%
4
97.7%
-1.1%
4
105.2%
4.1%
1
99.6%
1.0%
2
102.2%
3.4%
1
94.3%
-6.9%
4
101.9%
3.3%
1
100.0%
101.7%
97.2%
99.2%
-0.9%
3
100.7%
-1.0%
4
97.2%
0.0%
2
100.9%
0.9%
2
101.2%
-0.5%
3
95.3%
-1.9%
4
98.1%
-1.9%
4
104.5%
2.8%
1
96.7%
-0.5%
3
101.8%
1.7%
1
101.5%
-0.2%
2
100.2%
3.0%
1
2. SRs are placed into Regions depending on the value in the Owning Segment field shown in Siebel at the time of the extract being taken (e.g. GB_101 in the South West region)
3. Any SRs completed by caseworkers who subsequently leave the BOM, will not be captured in this report as the Owning Segment field is changed to a null value. Across the entire report this affects approximately 1% of the total SRs generated.
4. Any cross-team working will be credited to the current segment location but when those caseworkers return to their home segment, the SRs allocated & completed by them will be credited to their new location, regardless of when it was completed.

1. All SR Throughput Summary - In Month
In month throughput by SR
We aim to aim to complete 90% of our SRs within their SLA.
SRs should be completed within specified timeframes as this is a key customer service.  
Maintain Case CoC 
Arrears Management
Annual Review
Enforcement
Benefit
Throughput
Throughput
Throughput
Throughput
%
+/-
Rank
%
+/-
Rank
%
+/-
Rank
%
101.5%
103.0%
95.6%
98.7%
105.4%
3.9%
1
99.3%
-3.8%
4
93.1%
-2.5%
3
97.1%
103.0%
1.5%
2
104.3%
1.2%
2
95.1%
-0.5%
2
102.2%
100.7%
-0.7%
3
103.8%
0.8%
3
92.6%
-3.0%
4
100.2%
93.2%
-8.3%
4
105.5%
2.5%
1
102.7%
7.1%
1
95.5%
100.1%
102.6%
106.1%
100.3%
105.4%
5.3%
1
105.9%
3.3%
1
100.5%
-5.7%
4
102.6%
98.5%
-1.6%
3
101.0%
-1.6%
4
107.1%
0.9%
2
100.0%
102.1%
2.0%
2
102.3%
-0.3%
2
104.0%
-2.1%
3
97.1%
91.8%
-8.3%
4
101.3%
-1.3%
3
114.1%
8.0%
1
97.6%
94.0%
95.7%
92.6%
101.3%
97.5%
3.5%
1
94.7%
-1.0%
3
93.8%
1.2%
1
103.4%
95.9%
1.9%
2
93.3%
-2.5%
4
92.7%
0.1%
3
100.0%
90.5%
-3.5%
3
99.0%
3.2%
1
93.6%
1.0%
2
99.2%
88.1%
-5.9%
4
98.0%
2.3%
2
89.7%
-2.9%
4
100.4%
107.7%
102.9%
101.5%
99.9%
98.0%
-9.8%
4
102.0%
-0.9%
4
98.1%
-3.4%
4
99.1%
108.4%
0.7%
2
103.4%
0.5%
2
101.9%
0.4%
3
99.5%
124.1%
16.4%
1
103.6%
0.7%
1
104.8%
3.3%
1
103.9%
106.0%
-1.8%
3
102.7%
-0.2%
3
102.4%
0.9%
2
95.5%
105.8%
101.2%
93.4%
99.8%
98.2%
-7.5%
4
102.8%
1.6%
1
84.3%
-9.1%
4
99.0%
99.1%
-6.6%
3
100.2%
-1.0%
3
94.6%
1.3%
3
99.8%
119.7%
13.9%
1
99.7%
-1.5%
4
96.1%
2.7%
2
104.9%
113.9%
8.1%
2
102.0%
0.8%
2
100.5%
7.1%
1
93.4%
103.7%
95.7%
98.6%
95.8%

99.0%
-4.7%
3
93.6%
-2.1%
4
95.4%
-3.3%
4
96.1%
98.3%
-5.4%
4
94.4%
-1.3%
3
101.4%
2.8%
1
98.4%
114.4%
10.7%
1
98.3%
2.6%
2
98.5%
-0.1%
3
98.9%
109.9%
6.2%
2
98.3%
2.6%
1
98.6%
0.0%
2
94.1%
101.4%
99.2%
96.9%
98.8%
100.8%
-0.6%
2
98.7%
-0.5%
4
93.5%
-3.4%
4
99.2%
100.2%
-1.1%
3
98.8%
-0.4%
3
97.7%
0.8%
2
99.9%
106.7%
5.3%
1
98.9%
-0.3%
2
97.6%
0.7%
3
99.3%
99.3%
-2.0%
4
100.6%
1.5%
1
99.6%
2.7%
1
96.9%
3. Any SRs completed by caseworkers who subsequently leave the BOM, will not be captured in this report as the Owning Segment field is changed to a null value. Across the entire report this affects approximately 1% of the total SRs generated.
4. Any cross-team working will be credited to the current segment location but when those caseworkers return to their home segment, the SRs allocated & completed by them will be credited to their new location, regardless of when it was completed.

1. All SR Throughput Summary - In Month
In month throughput by SR
We aim to aim to complete 90% of our SRs within their SLA.
SRs should be completed within specified timeframes as this is a key customer service.  
Enforcement
AO Static
Throughput
Throughput
+/-
Rank
%
+/-
Rank
158.1%
1
1
1
1
-1.6%
3
93.2%
-65.0%
1
1
1
1
1
3.5%
1
-
-
-
1
1
1
1
1.4%
2
7.0%
-151.1%
2
1
1
1
1
-3.3%
4
4.0%
-154.1%
3
1
1
1
1
18.2%
1
1
1
1
2.3%
1
162.9%
4.7%
1
1
1
1
1
-0.3%
2
-
-
-
1
1
1
1
-3.2%
4
2.1%
-156.1%
3
1
1
1
1
-2.7%
3
6.7%
-151.5%
2
1
1
1
1
48.8%
1
1
1
1
2.1%
1
111.9% 63.1%
3
1
1
1
1
-1.3%
3
94.7%
45.9%
4
1
1
1
1
-2.1%
4
298.0% 249.2%
1
1
1
1
1
-0.9%
2
240.0% 191.2%
2
1
1
1
1
160.4%
1
1
1
1
-0.8%
3
70.6%
-89.9%
2
1
1
1
1
-0.4%
2
110.3% -50.2%
1
1
1
1
1
4.0%
1
8.8%
-151.7%
4
1
1
1
1
-4.5%
4
26.5% -134.0%
3
1
1
1
1
49.4%
1
1
1
1
-0.8%
3
143.3% 93.9%
4
1
1
1
1
0.0%
2
169.8% 120.3%
2
1
1
1
1
5.1%
1
891.7% 842.2%
1
1
1
1
1
-6.4%
4
146.0% 96.6%
3
1
1
1
1
55.9%
1
1
1
1

0.3%
3
20.0%
-35.9%
4
1
1
1
1
2.6%
2
57.8%
1.8%
2
1
1
1
1
3.1%
1
117.2% 61.3%
1
1
1
1
1
-1.7%
4
27.3%
-28.7%
3
1
1
1
1
83.4%
0.4%
3
104.5% 21.1%
2
1.0%
1
97.4%
14.0%
3
0.5%
2
178.8% 95.4%
1
-1.9%
4
74.8%
-8.7%
4

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