[Institution] service performance reporting for fiscal year 2015 to 2016

From [Institution name]

This report covers the 2015 to 2016 fiscal year. A fiscal year runs from April 1 to March 31.

Service standards publicly state the level of performance that citizens can reasonably expect to encounter under normal circumstances. As part of its ongoing commitment to quality client service, [Institution name] has developed standards for its services.

We have exceeded our performance targets in 89% of the services we offer. Our performance results are described in more detail below.

[Service name one]

We have met 100% of our performance targets for [Service name one].

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Application processing wait times

Applications submitted in person at a service office

  • Our standard: process application within 35 business days
  • Our target: meet the standard for at least 90% of applications
  • Our performance in 2015-2016: 96% of application were processed within the 35 business day standard

Applications submitted by mail

  • Our standard: process application within 40 business days
  • Our target: meet the standard for at least 90% of applications
  • Our performance in 2015-2016: 98% of application were processed within the 40 business day standard

[Service name two]

We have met 90% of our performance targets for [Service name two]

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Telephone wait times

  • Our standard: answer telephone calls within 10 minutes
  • Our target: meet the standard for at least 95% of calls received
  • Our performance in 2015-2016: 98% of application were processed within the 10 minute standard

Service performance from previous years

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