Letters and Telephones - Quarterly Performance Monitoring

Quarterly updates for targets on telephone and letter monitoring are shown below. The targets have been agreed locally by the Chief Officers Management Team:

Quarter 1 April 2008 - June 2008

• *Letter answering target: 90% of letters are to be answered within 15 working days: 94%

• Telephone answering target: 85% of calls to be answered within 20 seconds: 87.4%

• Call centres target: 80% of calls to be answered in 30 seconds: 83.6%

*Please note: some service areas have service specific targets linked to their performance indicators, which are not shown here)

For more information about telephone and letter monitoring please contact customer.service@southampton.gov.uk Tel: 023 8083 3078