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

CMG Performance Dashboard
Reporting 
"Product"
Measure
Period
% Calls Answered
Oct-17
Ave speed to answer
Oct-17
CMS - client contact
% Common Origin Calls
Oct-17
First Call Resolution
Oct-17
Throughput in 6 weeks ET
Oct-17
% Throughput to 1st Payment in 12 weeks
Oct-17
Productivity
Sep-17
New Applications
Outstanding
Oct-17
% Outstanding > 6 weeks
Oct-17
Throughput in 5 days
Oct-17
Productivity
Sep-17
Changes (2012)
Outstanding
Oct-17
% Outstanding > 28 Calendar days
Oct-17
% cases paying again after 12 weeks
Oct-17
Productivity
Sep-17
Arrears Management
Outstanding
Oct-17
% Outstanding > 28 days
Oct-17
Case Closure cases awaiting AFT action in CMS
Oct-17
Unpaid Maintenance (£m)
Oct-17
% Cases Paying ET
Oct-17
% Case Compliance (Collect and Pay)
Oct-17
Outcomes
Direct Pay
Oct-17
% Cash Compliance
Oct-17
NAO Manual Accuracy
Oct-17
NAO Accuracy
Oct-17
CMS 2012 Quality

Critical Process Competence
Oct-17
Critical Process Points Compliance
Oct-17
Process Competence
CMS 2012 Quality
Process Compliance
Sep-17
% Complaints v Client Activity
Oct-17
Complaints Throughput in 30 working days
Oct-17
Key Aspects of Service
Aug-17
Mandatory Recons Throughput in 20 days
Oct-17
CMG Mandatory Recons Throughput in 20 days
Oct-17

Actual
Standard
-2
-1
Current
YTD
90.0%
98.3%
98.5%
98.9%
98.0%
02:00
00:23
00:19
00:16
00:26
15.0%
18.3%
18.1%
18.3%
18.0%
Track 
80.5%
80.0%
79.8%
0.0%
Performance
75.0%
82.6%
82.8%
83.7%
0.0%
85.0%
86.7%
86.5%
86.7%
0.0%
1.30 
1.03 
1.07 
1.09 
0.00 
-
9,525 
9,466 
9,569 

25.0%
35.9%
33.0%
32.8%
0.0%
60.0%
59.8%
60.5%
60.2%
0.0%
8.03 
7.96 
8.11 
8.36 
0.00 
-
80,964 
83,940 
87,649 

25.0%
50.3%
47.9%
49.0%
0.0%
72.0%
69.0%
68.0%
71.0%
0.0%
10.73 
16.13 
16.58 
16.86 
0.00 
-
42,700 
41,505 
49,106 

20.0%
23.6%
26.8%
27.6%
0.0%
TBC
9,200
7,523
5,602
0
£196.90m
£146.26m
£154.20m
£162.00m
£0.00m
83.0%
87.8%
88.0%
87.9%
0.0%
58.0%
56.0%
57.1%
58.7%
0.0%
0.0%
70.0%
69.7%
69.4%
0.0%
85.0%
88.7%
88.9%
89.4%
0.0%
3.00%
5.10%
5.50%
5.20%
1.00%
1.20%
1.36%
1.07%

90.0%
92.7%
93.0%
93.8%
93.5%
90.0%
83.8%
83.6%
83.8%
83.3%
0.0%
0.0%
0.0%
0.0%
0.0%
90.0%
70.6%
69.6%
74.3%
73.6%
0.10%
0.06%
0.06%
0.07%
0.00%
90.0%
94.9%
100.0%
96.7%
0.0%
85.0%
73.1%
79.2%
77.3%
0.0%
90.0%
87.7%
89.8%
88.9%
84.4%
90.0%
87.8%
90.1%
89.1%
84.8%