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Racing Australia Annual Report 2015
SERVICE STANDARD
PERFORMANCE REPORT
continued
For the year ended 30 June 2015
Phase of
Service
Service
Standard
Service
Standard Actual
Variation
Number
of Calls
Traffic
Light
Call answer
60% of calls to be answered in
less than 60 seconds
60.00% 85.44% +25.44% 177,826
Call answer
30% of calls to be answered
between 60 and 120 seconds
30.00% 8.75% +21.25% 17,646
Call answer
10% of calls answered over
two minutes
10% 5.85% +4.15% 13,788
Total call time 2 minutes 40 seconds
2.40 Mins 1.27 Mins 1.13 Mins 209,260
Phase of
Service
Service Standard
Average Yearly Calculation
Target
Standard Actual
Variance
Traffic
Light
Nominations RA Nominations to be released within no
more than 10 min official close
98% 95.5% -2.5%
Riders
RA Riders to be released within no more than
18 min official close
98%
98%
Nil
Acceptances PRA Acceptances to be released within no
more than 15 min official close
98% 97.5% -0.05%
Scratchings RA Final scratchings to be released within no more than
15 min official close where no emergencies
98% 98.5% +0.5%
20 min official close where emergencies
98% 100%
+2%
Total SMSs sent by Racing Australia
879,736
Total emails sent by Racing Australia
1,630,726
SMS and email communications
Calls answered
209,257
TRAINERS AND RACING SERVICES
Transactions online
68%
Transactions by phone
32%
