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App to 1st Payment (New Case)
3. New Application throughput to first payment (New Case)
Measure
Cohort by month of new application throughput to initial clearance by case
Internal Performance measure
We aim to aim to progress applications to an outcome (Payment/closure) 60% within 12 weeks, 
Rationale
New applications should be completed as soon as possible as this is a key customer service.  
Detail
Report is in cohort by application date and cases
Lead Supporting line of business
Performance Issues
Payment From NRP
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Month
Region
Payments 
Payments 
weeks
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS
6,128
63
6,065
676
265
5,124
4,960
69.2%
87.4%
92.4%
4.4%
4,960
96.8%
164
3.2%
SW
1,578
10
1,568
129
62
1,377
1,341
73.7%
90.3%
93.8%
3.6%
1,341
97.4%
36
2.6%
N
1,780
4
1,776
172
79
1,525
1,474
67.3%
85.0%
91.6%
5.0%
1,474
96.7%
51
3.3%
Nov-16
SE
1,307
1
1,306
114
72
1,120
1,075
61.9%
84.6%
90.4%
5.6%
1,075
96.0%
45
4.0%
E
1,222
2
1,220
115
50
1,055
1,029
75.3%
91.1%
94.9%
2.7%
1,029
97.5%
26
2.5%
Ot
241
46
195
146
2
47
41
38.3%
63.8%
74.5%
12.8%
41
87.2%
6
12.8%
CMS
4,050
34
4,016
498
185
3,333
3,215
68.7%
87.9%
92.3%
4.1%
3,215
96.5%
118
3.5%
SW
1,042
3
1,039
105
49
885
854
70.3%
88.9%
92.8%
3.7%
854
96.5%
31
3.5%
N
1,168
2
1,166
111
37
1,018
984
65.1%
86.1%
91.8%
4.8%
984
96.7%
34
3.3%
Dec-16
SE
854
1
853
94
52
707
676
67.9%
86.3%
90.4%
5.2%
676
95.6%
31
4.4%
E
821
3
818
81
46
691
676
74.7%
92.3%
95.5%
2.3%
676
97.8%
15
2.2%
Ot
165
25
140
107
1
32
25
25.0%
59.4%
71.9%
6.3%
25
78.1%
7
21.9%
CMS
6,866
41
6,825
767
259
5,799
5,603
73.8%
88.9%
92.8%
3.8%
5,603
96.6%
196
3.4%
SW
1,848
6
1,842
171
69
1,602
1,551
77.6%
90.7%
93.7%
3.1%
1,551
96.8%
51
3.2%
N
2,018
1
2,017
184
75
1,758
1,705
71.8%
88.9%
93.1%
3.9%
1,705
97.0%
53
3.0%
Jan-17
SE
1,318
2
1,316
143
52
1,121
1,070
71.2%
86.9%
91.2%
4.3%
1,070
95.5%
51
4.5%
E
1,411
0
1,411
101
62
1,248
1,219
76.4%
90.1%
93.9%
3.8%
1,219
97.7%
29
2.3%
Ot
271
32
239
168
1
70
58
32.9%
57.1%
72.9%
10.0%
58
82.9%
12
17.1%
CMS
6,279
58
6,221
717
288
5,216
4,971
73.8%
87.6%
92.0%
3.3%
4,971
95.3%
245
4.7%
SW
1,685
10
1,675
146
88
1,441
1,383
75.0%
89.0%
92.6%
3.3%
1,383
96.0%
58
4.0%
N
1,901
5
1,896
204
89
1,603
1,538
74.5%
87.4%
92.4%
3.6%
1,538
95.9%
65
4.1%
Feb-17
SE
1,269
3
1,266
122
47
1,097
1,028
70.5%
86.1%
90.4%
3.3%
1,028
93.7%
69
6.3%
E
1,168
1
1,167
100
61
1,006
975
77.7%
90.5%
94.6%
2.3%
975
96.9%
31
3.1%
Ot
256
39
217
145
3
69
47
29.0%
47.8%
58.0%
10.1%
47
68.1%
22
31.9%
CMS
6,990
59
6,931
799
259
5,873
5,623
71.4%
88.0%
92.0%
3.8%
5,623
95.7%
250
4.3%
SW
1,950
20
1,930
176
74
1,680
1,619
71.1%
89.0%
92.9%
3.5%
1,619
96.4%
61
3.6%
N
2,032
1
2,031
197
69
1,765
1,689
73.1%
88.1%
92.2%
3.5%
1,689
95.7%
76
4.3%
Mar-17
SE
1,411
1
1,410
135
51
1,224
1,161
66.5%
85.4%
89.6%
5.2%
1,161
94.9%
63
5.1%
E
1,301
3
1,298
119
59
1,120
1,082
76.9%
90.7%
93.9%
2.7%
1,082
96.6%
38
3.4%
Ot
296
34
262
172
6
84
72
42.9%
69.0%
76.2%
9.5%
72
85.7%
12
14.3%
CMS
5,372
46
5,326
620
218
4,488
4,239
71.3%
87.9%
91.7%
2.7%
4,239
94.5%
249
5.5%
SW
1,481
32
1,449
144
52
1,253
1,188
73.0%
89.1%
92.6%
2.2%
1,188
94.8%
65
5.2%
N
1,575
0
1,575
149
71
1,355
1,289
69.8%
88.0%
92.5%
2.7%
1,289
95.1%
66
4.9%
Apr-17
SE
1,136
1
1,135
129
41
965
897
65.8%
83.1%
88.2%
4.8%
897
93.0%
68
7.0%
E
968
2
966
81
46
839
810
79.0%
93.7%
95.6%
1.0%
810
96.5%
29
3.5%
Ot
212
11
201
117
8
76
55
52.6%
63.2%
67.1%
5.3%
55
72.4%
21
27.6%
CMS
6,656
58
6,598
736
288
5,574
5,257
72.6%
88.4%
92.2%
2.1%
5,257
94.3%
317
5.7%
SW
1,767
40
1,727
159
81
1,487
1,414
73.6%
89.0%
93.2%
1.9%
1,414
95.1%
73
4.9%
N
2,059
1
2,058
219
87
1,752
1,651
72.9%
88.5%
92.1%
2.1%
1,651
94.2%
101
5.8%
May-17
SE
1,323
0
1,323
123
59
1,141
1,074
66.8%
86.2%
90.9%
3.2%
1,074
94.1%
67
5.9%
E
1,268
0
1,268
95
57
1,116
1,062
79.7%
92.4%
94.3%
0.9%
1,062
95.2%
54
4.8%
Ot
239
17
222
140
4
78
56
29.5%
50.0%
66.7%
5.1%
56
71.8%
22
28.2%
CMS
6,591
84
6,507
715
251
5,541
5,158
74.4%
88.3%
92.5%
0.6%
5,158
93.1%
383
6.9%
SW
1,732
60
1,672
161
61
1,450
1,345
75.0%
87.9%
92.4%
0.3%
1,345
92.8%
105
7.2%
N
2,038
2
2,036
175
84
1,777
1,660
74.6%
88.2%
92.7%
0.7%
1,660
93.4%
117
6.6%
Jun-17
SE
1,260
0
1,260
140
57
1,063
984
72.3%
87.2%
91.6%
0.9%
984
92.6%
79
7.4%
E
1,317
0
1,317
106
46
1,165
1,120
79.1%
93.3%
95.7%
0.4%
1,120
96.1%
45
3.9%
Ot
244
22
222
133
3
86
49
20.9%
45.3%
53.5%
3.5%
49
57.0%
37
43.0%
CMS
6,148
27
6,121
632
227
5,262
4,775
75.3%
88.1%
90.7%
0.0%
4,775
90.7%
487
9.3%
SW
1,619
11
1,608
119
58
1,431
1,294
74.1%
87.5%
90.4%
0.0%
1,294
90.4%
137
9.6%
N
1,785
1
1,784
184
55
1,545
1,419
76.1%
89.4%
91.8%
0.0%
1,419
91.8%
126
8.2%
Jul-17
SE
1,236
1
1,235
117
61
1,057
949
73.3%
87.2%
89.8%
0.0%
949
89.8%
108
10.2%
E
1,304
0
1,304
105
53
1,146
1,086
82.0%
92.2%
94.8%
0.0%
1,086
94.8%
60
5.2%
Ot
204
14
190
107
0
83
27
14.5%
27.7%
32.5%
0.0%
27
32.5%
56
67.5%
CMS
6,576
58
6,518
369
239
5,910
5,163
75.2%
87.2%
87.4%
0.0%
5,163
87.4%
747
12.6%
SW
1,755
33
1,722
95
55
1,572
1,363
74.1%
86.5%
86.7%
0.0%
1,363
86.7%
209
13.3%
N
2,030
0
2,030
112
88
1,830
1,595
75.7%
87.0%
87.2%
0.0%
1,595
87.2%
235
12.8%
Aug-17
SE
1,248
0
1,248
63
44
1,141
1,002
75.0%
87.7%
87.8%
0.0%
1,002
87.8%
139
12.2%
E
1,379
0
1,379
63
51
1,265
1,166
80.3%
92.1%
92.2%
0.0%
1,166
92.2%
99
7.8%
Ot
164
25
139
36
1
102
37
23.5%
36.3%
36.3%
0.0%
37
36.3%
65
63.7%
CMS
6,994
105
6,889
607
231
6,051
4,515
72.3%
74.6%
74.6%
0.0%
4,515
74.6%
1,536
25.4%
SW
1,767
10
1,757
120
71
1,566
1,143
70.8%
73.0%
73.0%
0.0%
1,143
73.0%
423
27.0%
N
2,051
2
2,049
167
60
1,822
1,357
71.9%
74.5%
74.5%
0.0%
1,357
74.5%
465
25.5%
Sep-17
SE
1,368
0
1,368
106
48
1,214
900
71.6%
74.1%
74.1%
0.0%
900
74.1%
314
25.9%
E
1,404
1
1,403
101
41
1,261
1,041
81.0%
82.6%
82.6%
0.0%
1,041
82.6%
220
17.4%
Ot
404
92
312
113
11
188
74
35.1%
39.4%
39.4%
0.0%
74
39.4%
114
60.6%
CMS
6,474
21
6,453
313
50
6,090
1,381
22.7%
22.7%
22.7%
0.0%
1,381
22.7%
4,709
77.3%
SW
1,631
8
1,623
40
13
1,570
388
24.7%
24.7%
24.7%
0.0%
388
24.7%
1,182
75.3%
N
1,852
0
1,852
67
13
1,772
416
23.5%
23.5%
23.5%
0.0%
416
23.5%
1,356
76.5%
Oct-17
SE
1,215
0
1,215
34
13
1,168
253
21.7%
21.7%
21.7%
0.0%
253
21.7%
915
78.3%
E
1,166
0
1,166
51
11
1,104
320
29.0%
29.0%
29.0%
0.0%
320
29.0%
784
71.0%
Ot
610
13
597
121
0
476
4
0.8%
0.8%
0.8%
0.0%
4
0.8%
472
99.2%
Payment 
Payment 
received and 
Payment received within 
received and 
Cleared 
Total cleared
Uncleared
Target
Cleared over 
First 
First 
within 12-18 
Rolling 
New Apps  Arrears Only 
Net 
New Apps 
Nil 
18 weeks
Region
Payments 
Payments 
weeks
Period
Received
Applications Applications
closed
Assessed
due
received
Within 6 
Within 12 
Within 18 
 >18 Weeks
Weeks
Vol
%
Vol
%
Weeks (%)
Weeks (%)
(%)
(%)
CMS Total
55,080
470
54,610
6,160
2,240
46,210
43,801
72.5%
88.1%
92.1%
2.7%
43,801
94.8%
2,409
5.2%
Nov-16
South West
14,702
192
14,510
1,310
594
12,606
11,989
73.9%
89.1%
92.7%
2.4%
11,989
95.1%
617
4.9%
Northern
16,356
17
16,339
1,595
646
14,098
13,409
72.1%
87.8%
92.3%
2.8%
13,409
95.1%
689
4.9%
To
South East
11,114
10
11,104
1,117
492
9,495
8,914
68.4%
85.9%
90.3%
3.6%
8,914
93.9%
581
6.1%
Jul-17
Eastern
10,780
11
10,769
903
480
9,386
9,059
78.0%
91.7%
94.7%
1.8%
9,059
96.5%
327
3.5%
Other
2,128
240
1,888
1,235
28
625
430
31.7%
52.6%
62.2%
6.6%
430
68.8%
195
31.2%
*Source:
Information & Caveats
1. Applications are placed into monthly cohorts depending on the value in the Date Opened field
2. A case is counted as an initial clearance based upon the earliest occurance of either a Closure, Initial Assessment or Additional Case Service Request (SR).
3. The appropriate SR completion date is used as the initial clearance date which is then used to determine the time to clear measures.
4. In some instances the Application will be recorded as 'Closed' without an appropriate Closure SR. In these instances the system closure date is used.
5. Data that is greyed out has not been refreshed. This means that uncleared volumes & percentages are inaccurate.
6. Payments are received at a Casegroup level, not Case level. This will cause unavoidable assumptions about First Payment compliance as we cannot separate payments out at a Case level.
7. Only payments made after the Initial Clearance date are included in first payment compliance.
8. Exact dates for Direct Pay arrangements are not available. Instead, for initial payments received via direct pay, the first payment date is calculated as follows:
     > if it is the first month in which liability is due, then the Initial Clearance date is used as the first payment date.
     > if the month is a subsequent month, then the 14th of the month (i.e. middle of the month) is used as the first payment date
9. Negative / reversed payments are not taken into account, so if a payment is received and then subsequently recalled or reversed, only the original payment outcome and date will be recorded for throughput purposes
10. This report is split by ‘Old Case’ (clients who have come through the case closure journey) and ‘New Case’ (where the clients have not come through the case closure journey).