[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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