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PROTECT Appendix 2Objective

ReferenceNo Freq Description Target Lead

Officer

Actual (Score

and RAG)

Reporting

Period

Previous

Score

Date Last

Reported

Improvement/

Deterioration

AFunding level to increase from current levels of 70% (Taken

from IAS26 Report)>70% GD 75.0% 31/03/13 75.0% 31/03/10 0.0%

Transfer in quotations processed within 10 days of

receiving all the required information90% 81.4% 79.5% 1.9%

Transfer notification of transferred in membership to be

notified to the scheme member within 10 days of receiving

payment

90% 84.1% 82.1% 2.0%

Transfer out quotations processed within 20 days 90% 83.8% 83.0% 0.8%

Transfer out payments processed within 10 days 90% 37.2% 37.2% 0.0%

Retirement options to members within 15 days 90% 36.3% 27.6% 8.7%

Notification of the actual retirement benefits will be issued

to the scheme member within 5 days following receipt of

the required information.

90% 96.7% 96.7% 0.0%

New retirement benefits processed for payment following

receipt of election within 5 days90% 93.3% 93.0% 0.3%

Retirement options to members within 15 days 90% 25.7% 22.3% 3.4%

Notification of the actual retirement benefits will be issued

to the scheme member within 5 days following receipt of

the required information.

90% 86.6% 83.7% 2.9%

New retirement benefits processed for payment following

receipt of election within 5 days90% 90.7% 89.9% 0.8%

Acknowledgement of a death within 5 days of receiving the

notification.90% 94.3% 94.2% 0.1%

Notification of benefits payable to dependents will be

issued within 5 days of receiving the required information90% 59.9% 54.0% 5.9%

Payment of death lump sum will be made within 10 days of

receipt of all the required information.90% 98.0% 97.8% 0.2%

M85% of calls received to the customer helpline to be

answered.85% RB 86.2%

Apr 15 -

Mar 1685.1%

Apr 15 -

Dec 151.1%

M85% of calls received to the employer helpline to be

answered.85% RB 95.1%

Apr 15 -

Mar 1694.6%

Apr 15 -

Dec 150.5%

QOverall member satisfaction score for employers to be

85%.85% RB 81.8%

Apr 15 - Mar

1681.4%

Apr 15 - Dec

150.4%

QOverall employer satisfaction score for employers to be

85%.85% RB 100.0%

Apr 15 - Mar

16100.0%

Apr 15 - Dec

150.0%

BENCHMARK BENCHMARK

5.02% 6.53%

ACTUAL ACTUAL

6.85% 8.50%

RELATIVE RELATIVE

1.83% 1.97%

ABS issued to 90% of eligible active members by 31st

August 2015 90% 81.0% Oct-15 83.0% Sep-13 -2.0%

DBS issued to 85% of eligible deferred members by 31st

August 201585% 98.0% Jul-15 89.0% May-14 9.0%

Main Fund 98% (total value) of contributions to be

received by the due date. 98% 98.3%Apr 15 - Mar

1698.0%

Apr 15 - Dec

150.3%

Apr 15 - Mar

16

Apr 15 - Mar

16

3A

C 4

Apr 15 - Dec

15RB

C

RB

RB

TRANSFERS OUT

RB

CONTRIBUTIONS RECEIVED

A

BENEFIT STATEMENTS

Returns to be 1% above the benchmark (3 Yr Rolling) (West

Midlands Pension Fund)

VARIANCE

+ 1%M GD/MC

Apr 15 - Mar

16

DEFERRED RETIREMENTS

A 7M

M RBApr 15 - Dec

15

M RBApr 15 - Dec

15

Apr 15 - Mar

16

INVESTMENT RETURNS/OVERALL FUND PERFORMANCE

DEATHS

EMPLOYER AND MEMBER SERVICE - CALLS

M

5

Apr 15 - Dec

15

Apr 15 - Mar

16

-0.14%Mar-16 Dec-15

2

1D

CUSTOMER SATISFACTION/SURVEY

RETIREMENTS

M

M

IMPROVE FUNDING LEVEL

TRANSFERS IN

Apr 15 - Dec

15

C

B

6

DK



Officer

Actual (Score

and RAG)

Reporting

Period

Previous

Score

Date Last

Reported

Improvement/

Deterioration

Travel Fund 98% (total value) of contributions to be

received by the due date.98% 97.9%

Apr 15 - Mar

1697.2%

Apr 15 - Dec

150.7%

Receive an unqualified audit opinion from the Main Funds

external auditors Clean Report Yes Yes

Annual audit returns no significant findings0 significant

findings0 0 0

Receive an unqualified audit opinion from the Travel Funds

external auditors Clean Report Yes Yes

Annual audit returns no significant findings0 significant

findings0 0 0

Applications Applications

11 8

No. Pending No. Pending

2 0

No.

Shortlisted

No.

Shortlisted

9 8

Percentage

Shortlisted

Percentage

Shortlisted

100% 100%

M Retain CSE, IIP and CIPFA Governance accreditations 100% RH 100%Apr 15 - Mar

16100%

Apr 15 - Dec

150.0%

A

M

Average number of days lost to sickness per FTE member

of staff. Sickness absence to be under 6 days per annum

per member of staff - cumulative.

6 days ALL 6.4Apr 15 - Mar

165.0

Apr 15 - Dec

151.4

QAdministration and governance cost per member to be

reduced from budgeted figure of £21.41.£20 ALL £17.72

Mar 16

(outturn)£20.45

Dec 15

(forecast)-£2.73

Q Average CPD per Fund employee to be 22 hours or more. 22 hours ALL 44.5 Mar-16 29.6 Sep-15 14.9

Invalid or temporary NI number 0% 0.25% 0.25% 0.00%

Member has no address 0% 4.14% 1.62% 2.52%

Member is active but has not received contributions for 12

months0% 0.00% N/A N/A

Non Active member with missing date of leaving 0% 0.40% N/A N/A

Active Member has no earnings in last 12 months 0% 4.64% N/A N/A

No entries in basic/pensionable/other salary 0% 1.37% N/A N/A

Member has no Contribution History 0% 4.24% N/A N/A

Satisfaction rate from feedback of trustee training/pension

board events to be 90%.90% 100.0%

Apr 15 - Feb

16100.0%

Apr 15 - Dec

150.0%

Attendance rate of trustees/board members at training

events.85% 63.5%

Apr 15 - Mar

1659.7%

Apr 15 - Dec

153.8%

Amount of training provided to trustees/board members

during the year.22 hours 51.0

Apr 15 - Mar

1629.5

Apr 15 - Dec

1521.5

Expenditure exceeding £500 19-Apr-16 27-Jan-16

Transactions on a Government Procurement Card 19-Apr-16 29-Jan-16

Procurement information

Invitations to tender for goods and/or services with a value

that exceeds £5,000.

Procurement information

Contracts, commissioned activity, purchase orders,

framework agreements and any other legally enforceable

agreement with a value that exceeds £5,000.

31-Mar-16 31-Dec-15

M

Staff turnover to be between 5-10% in a financial year

(Calculated as no. of leavers/no. of posts at start of year) 5% - 10% RH 12.2%Apr 15 - Mar

1612.8%

Apr 15 - Dec

15-0.6%

DK

A 7M

COST PER MEMBER

A 14M RH

16A

A 17

AVAILABILITY OF ONLINE SERVICES

SICKNESS ABSENCE

10

31-Dec-15

RH

A

A

13

Year to

31/03/2014

A

EXTERNAL ACCREDITATION

Year to

31/03/2014

A

Apr 15 - Dec

150.0%

The Fund to be shortlisted for 75% of the awards in which

it is entered

DK

Year to

31/03/2015

Sep-15 Jun-15

8

CLEAN AUDIT REPORT

Apr 15 - Mar

16M 75%

9

Year to

31/03/2015

RH

DK

STAFF TURNOVER

TRAINING HOURS

Mar-16

A 11

One month

after quarter

end

15

12

Dec-15 N/A

INFORMATION TO BE PUBLISHED QUARTERLY

TRUSTEE TRAINING AND PENSIONS BOARD

A

A

DATA QUALITY

Q

Q31-Mar-16



Officer

Actual (Score

and RAG)

Reporting

Period

Previous

Score

Date Last

Reported

Improvement/

Deterioration

MWebsite and web portal to be available 95% of the time

(based on working hours as monitored)95% 95.2%

Jul 15 - Mar

1694.2%

Jul 15 - Dec

151.0%

M Number of occurrences web portal is unavailable 10 per month 11.1Jul 15 - Mar

1612.7

Jul 15 - Dec

15-1.6

MNumber of members predicted to be registered on web

portal by 31 March 201650,000 41,167 Mar-16 39,243 Dec-15 1,924

Q Days taken to prepare quarterly accounts 20 days DK 29 days Dec-15 33 days Sep-15 -4

Q At least 75% of staff to hold a relevant qualification 75% ALL 58.5% Mar-16 58.5% Dec-15 0.0%

MAll complaints to be completed within 20 working days of

receipt100% RH 92.3%

Apr 15 - Mar

1690.3%

Apr 15 - Dec

152.0%

A A

B QC M

D To meet our funding strategy

To provide excellent customer service

To achieve target investment returns

To be a top performing fund

FREQUENCY KEY

Annual

Quarterly

Monthly

OBJECTIVES KEY

18QUARTERLY ACCOUNTS

A

RHA 17

COMPLAINTS MONITORING

A

19QUALIFICATIONS

April 2015 May 2015 June 2015 July 2015 August 2015 September 2015 October 2015 November 2015 December 2015 January 2016 February 2016 March 2016

Month Number 1 2 3 4 5 6 7 8 9 10 11 12

2 Transfers In

Quotations

Number Achieved (This Month) 0 0 73 22 19 3 11 16 19 6 9 15

Number Completed (This Month) 0 0 82 35 23 14 12 18 21 7 10 15

Rate (This Month) N/A N/A 89.0% 62.9% 82.6% 21.4% 91.7% 88.9% 90.5% 85.7% 90.0% 100.0%

Number Achieved (Year to Date) 0 0 73 95 114 117 128 144 163 169 178 193

Number Completed (Year to Date) 0 0 82 117 140 154 166 184 205 212 222 237

Rate (Year to Date) N/A N/A 89.0% 81.2% 81.4% 76.0% 77.1% 78.3% 79.5% 79.7% 80.2% 81.4%

Notifications







Transfers Out

Quotations



Rate (This Month) 53.8% 70.9% 80.8% 90.6% 81.4% 85.2% 91.1% 89.7% 100.0% 86.0% 83.6% 95.7%



Rate (Year to Date) 53.8% 63.5% 68.5% 75.0% 76.0% 77.5% 80.7% 81.7% 83.0% 83.2% 83.2% 83.8%

Payments



Rate (This Month) 36.7% 35.5% 40.0% 40.0% 40.9% 36.8% 6.7% 42.9% 53.8% 31.8% 39.3% 40.0%



Rate (Year to Date) 36.7% 36.1% 36.8% 37.7% 38.3% 38.1% 35.2% 36.1% 37.2% 36.7% 37.0% 37.2%

Retirements

Options



Rate (This Month) 21.2% 33.1% 9.8% 11.3% 9.6% 4.6% 21.0% 64.1% 83.7% 73.8% 90.7% 79.7%

Number Achieved (Year to Date) 62 235 264 289 301 316 377 529 693 811 976 1,082

Number Completed (Year to Date) 293 816 1,111 1,332 1,457 1,785 2,075 2,312 2,508 2,668 2,850 2,983

Rate (Year to Date) 21.2% 28.8% 23.8% 21.7% 20.7% 17.7% 18.2% 22.9% 27.6% 30.4% 34.2% 36.3%

Notification



Rate (This Month) 94.8% 98.2% 97.1% 96.9% 97.1% 94.8% 98.2% 97.4% 93.9% 95.1% 96.7% 98.1%

Number Achieved (Year to Date) 221 553 857 1,078 1,243 1,482 1,758 2,025 2,195 2,369 2,547 2,706

Number Completed (Year to Date) 233 571 884 1,112 1,282 1,534 1,815 2,089 2,270 2,453 2,637 2,799

Rate (Year to Date) 94.8% 96.8% 96.9% 96.9% 97.0% 96.6% 96.9% 96.9% 96.7% 96.6% 96.6% 96.7%

Payments



Rate (This Month) 85.9% 97.1% 96.4% 96.9% 95.9% 87.8% 92.1% 93.4% 88.0% 95.0% 94.0% 94.6%

Number Achieved (Year to Date) 189 522 816 1,035 1,200 1,415 1,670 1,925 2,087 2,259 2,432 2,590

Number Completed (Year to Date) 220 563 868 1,094 1,266 1,511 1,788 2,061 2,245 2,426 2,610 2,777

Rate (Year to Date) 85.9% 92.7% 94.0% 94.6% 94.8% 93.6% 93.4% 93.4% 93.0% 93.1% 93.2% 93.3%


Deferred Retirements

Options





Number Completed (Year to Date) 0 0 316 528 714 1,020 1,182 1,349 1,527 1,738 1,929 2,016


Notification




Number Achieved (Year to Date) 0 0 111 319 488 763 961 1,093 1,210 1,387 1,547 1,667

Number Completed (Year to Date) 0 0 119 330 512 971 1,177 1,319 1,446 1,628 1,797 1,925


Payments




Number Achieved (Year to Date) 0 0 111 315 486 632 815 941 1,057 1,221 1,367 1,487

Number Completed (Year to Date) 0 0 121 336 521 685 897 1,037 1,176 1,352 1,512 1,640


Deaths

Acknowledgement



Rate (This Month) 96.4% 91.0% 91.9% 95.3% 88.1% 95.1% 94.2% 98.9% 97.2% 95.5% 94.3% 94.0%

Number Achieved (Year to Date) 214 407 601 785 963 1,158 1,338 1,519 1,695 1,930 2,146 2,380

Number Completed (Year to Date) 222 434 645 838 1,040 1,245 1,436 1,619 1,800 2,046 2,275 2,524

Rate (Year to Date) 96.4% 93.8% 93.2% 93.7% 92.6% 93.0% 93.2% 93.8% 94.2% 94.3% 94.3% 94.3%

Notification



Rate (This Month) 72.2% 33.3% 46.2% 47.6% 46.2% 52.9% 50.0% 56.3% 73.9% 70.6% 76.0% 86.2%



Rate (Year to Date) 72.2% 59.3% 53.8% 52.6% 51.4% 51.7% 51.5% 52.1% 54.0% 55.9% 57.5% 59.9%

Payments



Rate (This Month) 93.1% 100.0% 93.8% 95.0% 100.0% 100.0% 100.0% 97.4% 100.0% 95.2% 100.0% 100.0%



Rate (Year to Date) 93.1% 96.7% 95.7% 95.5% 96.5% 97.0% 97.5% 97.5% 97.8% 97.6% 97.9% 98.0%

3 Calls

Customer Helpline

Calls Answered (This Month) 5,262 4,449 5,126 6,279 4,691 5,180 5623 4894 3600 5033 5052 5422

Calls Received (This Month) 6,929 5,658 5,896 7,526 5,477 5,846 6337 5481 3827 5579 5641 6125

Rate (This Month) 75.9% 78.6% 86.9% 83.4% 85.6% 88.6% 88.7% 89.3% 94.1% 90.2% 89.6% 88.5%

Calls Answered (Year to Date) 5,262 9,711 14,837 21,116 25,807 30,987 36,610 41,504 45,104 50,137 55,189 60,611

Calls Received (Year to Date) 6,929 12,587 18,483 26,009 31,486 37,332 43,669 49,150 52,977 58,556 64,197 70,322

Rate (Year to Date) 75.9% 77.2% 80.3% 81.2% 82.0% 83.0% 83.8% 84.4% 85.1% 85.6% 86.0% 86.2%


Employer Helpline

Calls Answered (This Month) 526 438 481 527 369 462 501 429 325 459 463 461

Calls Received (This Month) 598 472 496 552 377 482 525 439 347 479 476 478

Rate (This Month) 88.0% 92.8% 97.0% 95.5% 97.9% 95.9% 95.4% 97.7% 93.7% 95.8% 97.3% 96.4%

Calls Answered (Year to Date) 526 964 1,445 1,972 2,341 2,803 3,304 3,733 4,058 4,517 4,980 5,441

Calls Received (Year to Date) 598 1,070 1,566 2,118 2,495 2,977 3,502 3,941 4,288 4,767 5,243 5,721

Rate (Year to Date) 88.0% 90.1% 92.3% 93.1% 93.8% 94.2% 94.3% 94.7% 94.6% 94.8% 95.0% 95.1%

4 Customer Satisfaction

Members

Satisfied (This Quarter) 0 0 52 0 0 40 0 0 13 0 0 3

Number of Responses (This Quarter) 0 0 56 0 0 59 0 0 14 0 0 3

Rate (This Quarter) N/A N/A 92.9% N/A N/A 67.8% N/A N/A 92.9% N/A N/A 100.0%

Satisfied (Year to Date) 0 0 52 52 52 92 92 92 105 105 105 108

Number of Responses (Year to Date) 0 0 56 56 56 115 115 115 129 129 129 132


Employers

Satisfied (This Quarter) 0 0 38 0 0 2 0 0 0

Number of Responses (This Quarter) 0 0 38 0 0 2 0 0 0

Rate (This Quarter) N/A N/A 100.0% N/A N/A 100.0% N/A N/A N/A

Satisfied (Year to Date) 0 0 38 38 38 40 40 40 40

Number of Responses (Year to Date) 0 0 38 38 38 40 40 40 40

Rate (Year to Date) N/A N/A 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

7 Contributions

WMPF (excluding PSD Contributions)

Amount Received on Time (This Month) 30,814,808 32,419,911 25,643,119 27,975,832 27,490,158 27,628,735 27,316,177 27,473,792

Amount Due (This Month) 31,215,143 32,521,548 26,040,996 28,071,157 28,099,581 27,947,811 28,078,342 27,565,229

Rate (This Month) 98.7% 99.7% 98.5% 99.7% 97.8% 98.9% 97.3% 99.7%

Amount Received on Time (Year to Date) 30,814,808 63,234,719 88,877,838 116,853,671 144,343,828 171,972,563 199,288,740 226,762,532

Amount Due (Year to Date) 31,215,143 63,736,691 89,777,686 117,848,843 145,948,424 173,896,235 201,974,576 229,539,806

Rate (Year to Date) 98.7% 99.2% 99.0% 99.2% 98.9% 98.9% 98.7% 98.8%

WMPF (including PSD contributions)

Amount Received on Time (This Month) 149,820,255 33,381,198 26,710,251 28,988,185 28,384,006 28,591,458 28,456,425 28,825,920 30,693,034 29,579,898 28,740,963

Amount Due (This Month) 152,073,907 34,271,873 27,791,321 29,821,482 29,849,906 29,698,136 29,828,667 29,315,554 29,093,330 29,788,350 29,689,269

Rate (This Month) 98.5% 97.4% 96.1% 97.2% 95.1% 96.3% 95.4% 98.3% 105.5% 99.3% 96.8%

Amount Received on Time (Year to Date) 149,820,255 183,201,453 209,911,704 238,899,889 267,283,895 295,875,353 324,331,778 353,157,698 383,850,732 413,430,629 442,171,593

Amount Due (Year to Date) 152,073,907 186,345,780 214,137,100 243,958,582 273,808,487 303,506,624 333,335,290 362,650,845 391,744,175 421,532,525 451,221,795

Rate (Year to Date) 98.5% 98.3% 98.0% 97.9% 97.6% 97.5% 97.3% 97.4% 98.0% 98.1% 98.0%

WMITAPF (including PSD contributions)

Amount Received on Time (This Month) 777,773 839,000 781,530 777,656 835,369 774,100 796,352 822,928 800,799 800,716 854,263

Amount Due (This Month) 806,940 868,167 810,697 806,822 864,535 803,266 796,352 852,095 800,799 800,716 854,263

Rate (This Month) 96.4% 96.6% 96.4% 96.4% 96.6% 96.4% 100.0% 96.6% 100.0% 100.0% 100.0%

Amount Received on Time (Year to Date) 777,773 1,616,774 2,398,304 3,175,959 4,011,328 4,785,428 5,581,780 6,404,708 7,205,507 8,006,222 8,860,485

Amount Due (Year to Date) 806,940 1,675,107 2,485,804 3,292,626 4,157,162 4,960,428 5,756,780 6,608,875 7,409,673 8,210,389 9,064,652

Rate (Year to Date) 96.4% 96.5% 96.5% 96.5% 96.5% 96.5% 97.0% 96.9% 97.2% 97.5% 97.7%

9 External Accreditation

WMPF

Number Shortlisted (This Month) 0.00 0.00 0.00 4.00 1.00 1.00 0 2 0

Number Pending (This Month) 0.00 1.00 0.00 0 -1 0

Applications (This Month) 0.00 0.00 0.00 4.00 2.00 1.00 0 1 0

Percentage Shortlisted (This Month) N/A N/A N/A 100.0% 100.0% 100.0% N/A 100.0% N/A

Number Shortlisted (This Month) 0.00 0.00 0.00 4.00 5.00 6.00 6.00 8.00 8.00

Number Pending (This Month) 0.00 0.00 0.00 0.00 1.00 1.00 1.00 0.00 0.00

Applications (This Month) 0.00 0.00 0.00 4.00 6.00 7.00 7.00 8.00 8.00

Percentage Shortlisted (This Month) N/A N/A N/A 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%


10 Sickness

WMPF

Days Sickness Leave (This Month) 62.30 45.41 87.07 85.68 62.22 53.59 47.00 29.00 51.00 41.00 41.00 33.43

FTE Days Available (This Month) 102.06 103.56 102.56 102.56 101.36 102.06 103.25 102.25 100.85 94.35 96.25 95.15

Days per FTE Employee (This Month) 0.61 0.44 0.85 0.84 0.61 0.53 0.46 0.28 0.51 0.43 0.43 0.35

Days Sickness Leave (Year to Date) 62.30 107.71 194.78 280.46 342.68 396.27 443.27 472.27 523.27 564.27 605.27 638.70

FTE Days Available (Year to Date, Average) 102.06 102.81 102.73 102.69 102.42 102.36 102.49 102.46 102.28 101.49 101.01 100.52

Days per FTE Employee (Year to Date) 0.61 1.05 1.90 2.73 3.35 3.87 4.33 4.61 5.12 5.56 5.99 6.35

Projection to Year End 7.33 6.29 7.58 8.19 8.03 7.74 7.41 6.91 6.82 6.67 6.54 6.35

14 Trustee Training

Satisfaction Rate

Satisfied (This Month) 0 0 100 300 0 100 100 0 100 200 0

Number of Responses (This Month) 0 0 100 300 0 100 100 0 100 200 0

Rate (This Month) N/A N/A 100.0% 100.0% N/A 100.0% 100.0% N/A 100.0% 100.0% N/A

Satisfied (Year to Date) 0 0 100 400 400 500 600 600 700 900 900

Number of Responses (Year to Date) 0 0 100 400 400 500 600 600 700 900 900

Rate (Year to Date) N/A N/A 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

Attendance Rate

Attendances (This Month) 0 0 11 45 0 17 10 10 12 12 0 10

Invites (This Month) 0 0 20 84 0 22 12 20 18 13 0 11

Rate (This Month) N/A N/A 55.0% 53.6% N/A 77.3% 83.3% 50.0% 66.7% 92.3% N/A 90.9%

Attendances (Year to Date) 0 0 11 56 56 73 83 93 105 117 117 127

Invites (Year to Date) 0 0 20 104 104 126 138 158 176 189 189 200


Hours Training Provided

Training Provided (This Month) 0 0 1 17.5 0 1 5 4 1 6 0 15

Training Provided (Year to Date) 0 0 1 18.5 18.5 19.5 24.5 28.5 29.5 35.5 35.5 50.5

Training Provided (Projection to Year End) 0 0 4 56 44 39 42 43 39 43 39 51

16 Staff Turnover

Number of Leavers (This Month) 0 1 1 1 0 0 0 3 6 0 0 2

Staff at Start of Year 115 115 115 115 115 115 115 115 115 115 115 115

Staff Turnover (This Month, Annualised) 0.0% 10.4% 10.4% 10.4% 0.0% 0.0% 0.0% 31.3% 62.6% 0.0% 0.0% 20.9%

Number of Leavers (Year to Date) 0 1 2 3 3 3 3 6 12 12 12 14

Staff at Start of Year 115 115 115 115 115 115 115 115 115 115 115 115

Staff Turnover (Year to Date, Annualised) 0.0% 5.2% 7.0% 7.8% 6.3% 5.2% 4.5% 7.8% 13.9% 12.5% 11.4% 12.2%

17 Availability of Online Services

Website and Web Portal Availability

Total Hours Lost (This Month) (Decimal) 7.1 13.2 19.8 5.6 6.1 3.6 2.4 5.5 4.7

Total Hours Service Available (This Month) (Decimal) 163.1 134.8 143.0 157.2 149.3 151.8 145.6 142.5 150.7

Total Working Hours (This Month) (Decimal) 170.2 148.0 162.8 162.8 155.4 155.4 148.0 148.0 155.4

Availability (This Month) N/A N/A N/A 95.8% 91.1% 87.8% 96.6% 96.1% 97.7% 98.4% 96.3% 97.0%

Total Hours Lost (Year to Date) (Decimal) 0.0 0.0 0.0 7.1 20.3 40.1 45.7 51.8 55.4 57.8 63.2 67.9

Total Hours Service Available (Year to Date) (Decimal) 0.0 0.0 0.0 163.1 297.9 440.9 598.1 747.4 899.2 1044.8 1187.4 1338.1

Total Working Hours (Year to Date) (Decimal) 0.0 0.0 0.0 170.2 318.2 481.0 643.8 799.2 954.6 1102.6 1250.6 1406.0

Availability (Year to Date) N/A N/A N/A 95.8% 93.6% 91.7% 92.9% 93.5% 94.2% 94.8% 94.9% 95.2%

Instances of Downtime

Instances of Downtime (This Month) 20 24 10 10 7 5 6 8 10

Instances of Downtime (Year to Date) 20 44 54 64 71 76 82 90 100

Instances of Downtime (Average per Month) 20.0 22.0 18.0 16.0 14.2 12.7 11.7 11.3 11.1

20 Complaints

Responded to in Time (This Month) 8.0 7.0 15.0 19.0 28.0 26.0 15 14 10 10 24 17

Total Complaints Received (This Month) 8.0 7.0 16.0 23.0 28.0 35.0 15 15 11 10 24 17

Rate (This Month) 100.0% 100.0% 93.8% 82.6% 100.0% 74.3% 100.0% 93.3% 90.9% 100.0% 100.0% 100.0%

Responded to in Time (Year to Date) 8.0 15.0 30.0 49.0 77.0 103.0 118.0 132.0 142.0 152.0 176.0 193.0

Total Complaints Received (Year to Date) 8.0 15.0 31.0 54.0 82.0 117.0 132.0 147.0 158.0 168.0 192.0 209.0

Rate (Year to Date) 100.0% 100.0% 96.8% 90.7% 93.9% 88.0% 89.4% 89.8% 89.9% 90.5% 91.7% 92.3%

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