1. Operational Update 1

2. Telephone Service Line
No of calls
Service Availability
(target 95% availability)
Call answering (target 90% within 30 seconds)
November
26,157
100%
92%
October
28,894
99.33%
91%
September
28,050

3. (Target 97% availability during core hours)
IAD Service Line
Number of Accounts
Availability
(Target 97% availability during core hours)
November
20,500
99.58%
October
20,000
99.16%
September
19,500
100%

4. Email Report Service Line
No. of reports
Performance
(2 and 5 business days)
November 96
100%
October
119
September 79
99%

5. Reports sent in the month
Portfolio Reports
Reports sent in the month
Performance standard
November
110
October
September

6. Number of AQ Enquiries processed
Performance
(Target process by end of second Business Day)
November
18,288
100%
October
17,959
September
1,072

7. IAD Account Transaction Volumes
Accounts Created
(normal process)
Bulk Password Resets
Number
Within 10 days
Number Requested
Completed within Month
November’09
537
100%
October’09
678
September’09
729
282
August’09
703
115
July’09
669 84
June’09
727 78
May’09
621
192
April’09
730
March’09
1009
99.8%
258
February’09
1200
82%
134
187
January’09
426
49% 53
December’08
177
72% 82

8. IAD Account – Deletion volumes
Accounts Deleted
(normal process)
Number
Within 10 days
Comments
November 93
100%
October
114
September 64