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App to 1st Payment (Old Case)
4. New Application throughput to first payment (Old 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
15,008
8,940
6,068
411
194
5,463
5,247
42.7%
70.7%
81.4%
14.7%
5,247
96.0%
216
4.0%
SW
2,573
977
1,596
46
52
1,498
1,450
44.5%
70.6%
81.0%
15.8%
1,450
96.8%
48
3.2%
N
2,659
943
1,716
81
60
1,575
1,514
45.2%
72.5%
83.6%
12.5%
1,514
96.1%
61
3.9%
Nov-16
SE
1,648
475
1,173
39
32
1,102
1,055
36.7%
69.3%
80.3%
15.4%
1,055
95.7%
47
4.3%
E
1,904
687
1,217
48
41
1,128
1,100
45.7%
73.8%
83.3%
14.2%
1,100
97.5%
28
2.5%
Ot
6,224
5,858
366
197
9
160
128
20.6%
40.6%
56.3%
23.8%
128
80.0%
32
20.0%
CMS
7,786
3,789
3,997
269
110
3,618
3,484
47.8%
76.2%
85.1%
11.2%
3,484
96.3%
134
3.7%
SW
1,499
453
1,046
38
27
981
950
52.9%
78.2%
85.5%
11.3%
950
96.8%
31
3.2%
N
1,542
344
1,198
66
34
1,098
1,066
46.4%
77.4%
86.9%
10.2%
1,066
97.1%
32
2.9%
Dec-16
SE
952
163
789
30
22
737
700
44.0%
73.5%
82.8%
12.2%
700
95.0%
37
5.0%
E
1,176
392
784
24
25
735
712
50.2%
78.5%
87.3%
9.5%
712
96.9%
23
3.1%
Ot
2,617
2,437
180
111
2
67
56
10.4%
29.9%
52.2%
31.3%
56
83.6%
11
16.4%
CMS
10,929
3,876
7,053
545
216
6,292
5,998
49.0%
74.0%
82.5%
12.8%
5,998
95.3%
294
4.7%
SW
2,426
549
1,877
87
60
1,730
1,654
50.6%
74.9%
82.6%
13.0%
1,654
95.6%
76
4.4%
N
2,518
452
2,066
87
70
1,909
1,814
48.2%
75.5%
83.3%
11.7%
1,814
95.0%
95
5.0%
Jan-17
SE
1,503
182
1,321
70
38
1,213
1,156
48.4%
72.4%
82.2%
13.1%
1,156
95.3%
57
4.7%
E
1,753
355
1,398
59
44
1,295
1,253
51.5%
75.1%
84.2%
12.6%
1,253
96.8%
42
3.2%
Ot
2,729
2,338
391
242
4
145
121
23.4%
47.6%
59.3%
24.1%
121
83.4%
24
16.6%
CMS
10,522
4,680
5,842
443
157
5,242
4,920
49.7%
71.5%
80.2%
13.7%
4,920
93.9%
322
6.1%
SW
2,339
813
1,526
56
39
1,431
1,331
50.2%
70.6%
78.6%
14.4%
1,331
93.0%
100
7.0%
N
2,069
389
1,680
78
51
1,551
1,470
51.1%
73.8%
82.6%
12.2%
1,470
94.8%
81
5.2%
Feb-17
SE
1,267
171
1,096
53
32
1,011
939
48.6%
70.6%
79.1%
13.7%
939
92.9%
72
7.1%
E
1,483
308
1,175
43
23
1,109
1,066
52.0%
73.5%
82.5%
13.6%
1,066
96.1%
43
3.9%
Ot
3,364
2,999
365
213
12
140
114
20.7%
44.3%
59.3%
22.1%
114
81.4%
26
18.6%
CMS
10,341
4,134
6,207
416
178
5,613
5,177
46.3%
71.0%
81.1%
11.2%
5,177
92.2%
436
7.8%
SW
2,664
938
1,726
74
44
1,608
1,494
44.7%
71.1%
82.1%
10.8%
1,494
92.9%
114
7.1%
N
2,182
376
1,806
91
47
1,668
1,533
46.0%
70.1%
80.9%
11.0%
1,533
91.9%
135
8.1%
Mar-17
SE
1,306
161
1,145
48
34
1,063
978
47.8%
70.6%
79.3%
12.7%
978
92.0%
85
8.0%
E
1,488
296
1,192
53
43
1,096
1,035
52.2%
75.6%
84.4%
10.0%
1,035
94.4%
61
5.6%
Ot
2,701
2,363
338
150
10
178
137
16.9%
51.7%
63.5%
13.5%
137
77.0%
41
23.0%
CMS
7,536
3,145
4,391
291
112
3,988
3,459
47.3%
69.6%
78.1%
8.7%
3,459
86.7%
529
13.3%
SW
1,799
599
1,200
52
29
1,119
968
48.3%
70.7%
77.7%
8.8%
968
86.5%
151
13.5%
N
1,604
294
1,310
59
43
1,208
1,061
46.4%
70.0%
79.9%
7.9%
1,061
87.8%
147
12.2%
Apr-17
SE
926
150
776
31
18
727
617
44.6%
67.8%
75.5%
9.4%
617
84.9%
110
15.1%
E
1,117
265
852
29
17
806
709
52.0%
72.0%
80.0%
7.9%
709
88.0%
97
12.0%
Ot
2,090
1,837
253
120
5
128
104
32.8%
51.6%
66.4%
14.8%
104
81.3%
24
18.8%
CMS
8,555
4,208
4,347
269
117
3,961
3,266
48.7%
68.4%
77.0%
5.5%
3,266
82.5%
695
17.5%
SW
1,859
793
1,066
49
30
987
851
49.4%
70.5%
79.2%
7.0%
851
86.2%
136
13.8%
N
1,519
219
1,300
55
34
1,211
1,073
55.5%
75.4%
84.2%
4.4%
1,073
88.6%
138
11.4%
May-17
SE
894
100
794
30
21
743
635
47.8%
68.8%
78.9%
6.6%
635
85.5%
108
14.5%
E
916
150
766
37
22
707
626
54.7%
76.0%
83.9%
4.7%
626
88.5%
81
11.5%
Ot
3,367
2,946
421
98
10
313
81
8.3%
16.9%
21.7%
4.2%
81
25.9%
232
74.1%
CMS
6,736
2,414
4,322
328
120
3,874
2,911
45.8%
64.8%
73.4%
1.7%
2,911
75.1%
963
24.9%
SW
1,533
512
1,021
40
37
944
777
50.5%
71.2%
80.6%
1.7%
777
82.3%
167
17.7%
N
1,422
195
1,227
66
37
1,124
954
52.6%
71.8%
82.1%
2.8%
954
84.9%
170
15.1%
Jun-17
SE
756
73
683
47
24
612
507
46.6%
72.1%
81.0%
1.8%
507
82.8%
105
17.2%
E
864
126
738
42
16
680
594
57.8%
79.1%
86.6%
0.7%
594
87.4%
86
12.6%
Ot
2,161
1,508
653
133
6
514
79
5.8%
10.5%
14.8%
0.6%
79
15.4%
435
84.6%
CMS
6,964
3,084
3,880
209
119
3,552
2,500
45.6%
65.0%
70.4%
0.0%
2,500
70.4%
1,052
29.6%
SW
1,480
570
910
23
27
860
677
48.6%
72.6%
78.7%
0.0%
677
78.7%
183
21.3%
N
1,182
183
999
46
36
917
759
56.4%
76.7%
82.8%
0.0%
759
82.8%
158
17.2%
Jul-17
SE
707
93
614
22
21
571
437
48.9%
69.5%
76.5%
0.0%
437
76.5%
134
23.5%
E
838
116
722
14
34
674
564
54.9%
78.2%
83.7%
0.0%
564
83.7%
110
16.3%
Ot
2,757
2,122
635
104
1
530
63
6.4%
10.9%
11.9%
0.0%
63
11.9%
467
88.1%
CMS
7,893
3,987
3,906
84
104
3,718
2,246
44.7%
60.2%
60.4%
0.0%
2,246
60.4%
1,472
39.6%
SW
1,421
512
909
22
23
864
579
48.6%
66.8%
67.0%
0.0%
579
67.0%
285
33.0%
N
1,219
177
1,042
23
24
995
715
53.7%
71.5%
71.9%
0.0%
715
71.9%
280
28.1%
Aug-17
SE
689
89
600
16
20
564
401
49.1%
70.7%
71.1%
0.0%
401
71.1%
163
28.9%
E
802
110
692
17
31
644
498
61.5%
77.3%
77.3%
0.0%
498
77.3%
146
22.7%
Ot
3,762
3,099
663
6
6
651
53
5.2%
8.1%
8.1%
0.0%
53
8.1%
598
91.9%
CMS
7,168
2,409
4,759
220
55
4,484
1,896
39.3%
42.3%
42.3%
0.0%
1,896
42.3%
2,588
57.7%
SW
1,123
145
978
23
10
945
493
48.4%
52.2%
52.2%
0.0%
493
52.2%
452
47.8%
N
1,293
116
1,177
37
16
1,124
586
48.8%
52.1%
52.1%
0.0%
586
52.1%
538
47.9%
Sep-17
SE
732
49
683
19
17
647
339
48.2%
52.4%
52.4%
0.0%
339
52.4%
308
47.6%
E
877
87
790
32
9
749
433
53.8%
57.8%
57.8%
0.0%
433
57.8%
316
42.2%
Ot
3,143
2,012
1,131
109
3
1,019
45
4.2%
4.4%
4.4%
0.0%
45
4.4%
974
95.6%
CMS
5,222
1,179
4,043
128
16
3,899
505
13.0%
13.0%
13.0%
0.0%
505
13.0%
3,394
87.0%
SW
736
69
667
9
7
651
123
18.9%
18.9%
18.9%
0.0%
123
18.9%
528
81.1%
N
907
75
832
12
5
815
172
21.1%
21.1%
21.1%
0.0%
172
21.1%
643
78.9%
Oct-17
SE
463
24
439
12
0
427
81
19.0%
19.0%
19.0%
0.0%
81
19.0%
346
81.0%
E
523
39
484
8
3
473
121
25.6%
25.6%
25.6%
0.0%
121
25.6%
352
74.4%
Ot
2,593
972
1,621
87
1
1,533
8
0.5%
0.5%
0.5%
0.0%
8
0.5%
1,525
99.5%
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
84,377
38,270
46,107
3,181
1,323
41,603
36,962
47.0%
70.4%
79.3%
9.6%
36,962
88.8%
4,641
11.2%
Nov-16
South West
18,172
6,204
11,968
465
345
11,158
10,152
48.6%
72.2%
80.8%
10.2%
10,152
91.0%
1,006
9.0%
Northern
16,697
3,395
13,302
629
412
12,261
11,244
49.3%
73.5%
82.9%
8.8%
11,244
91.7%
1,017
8.3%
To
South East
9,959
1,568
8,391
370
242
7,779
7,024
45.7%
70.6%
79.7%
10.6%
7,024
90.3%
755
9.7%
Jul-17
Eastern
11,539
2,695
8,844
349
265
8,230
7,659
51.9%
75.4%
83.9%
9.2%
7,659
93.1%
571
6.9%
Other
28,010
24,408
3,602
1,368
59
2,175
883
12.2%
24.8%
32.1%
8.5%
883
40.6%
1,292
59.4%
*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).