| Agency||Target Value
|Case Compliance: To collect child maintenance and arrears from 71 per cent of Non Resident Parents with maintenance liability due to be paid through the Agency's collection service.
|Cash Compliance: To collect 68 per cent of child maintenance and arrears due for payment through the Agency's collection service.
|Accuracy: Accuracy on the last decision for all assessments checked in the year to be correct to the nearest penny in at least 78 per cent of cases.
|Payments: 98 per cent of payments made to the Parent with care (or their bank or building society) to be made within 10 working days of receipt from the Non Resident Parent.
|Office Interviews: 98 per cent of clients to be seen within 10 minutes of the time of a pre-booked appointment
|Calls to be answered first time: 85 per cent of telephone calls to Client Helpline/National Enquiry Line to be answered first time.
|Calls abandoned: No more than 20 per cent of calls to Client Helpline/National Enquiry Line to be abandoned by the caller.
|Correspondence: 70per cent of letters to be answered within 10 working days of receipt.
|Customer Satisfaction: 98per cent of customers surveyed on quality call backs (following contact with NEL/CHL and Face to Face) to be at least satisfied with the service received.
|Complaints Resolution: To resolve 68 per cent of Customer complaints within 20 working days of receipt.