|
Indicator: 5
Measurements in/of Targets for six communications performance areas: * Increase access to the Claimant Query System to 90%
of the Federal workforce in the largest non-Postal agencies * Increase proportion of claims filed via Electronic Data Interchange
* Maintain average caller hold times to < 3 minutes * Maintain average call-back response times at < 1.25 * Increase first-call
resolutions to 80% of incoming calls * Maintain call handling quality at 95%
Relationships:
Other Information:
Federal Employees Compensation Act Program
| Type |
Actual |
Target |
Target |
| StartDate |
2006-10-01 |
2007-10-01 |
2008-10-01 |
| EndDate |
2007-09-30 |
2008-09-30 |
2009-09-30 |
| Targets met |
4 |
5 |
5 |
| Description |
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