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RACING AUSTRALIA ANNUAL REPORT 2016
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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% 78.85%
+18.85% 132,909
Call answer
30% of calls to be answered
between 60 and 120 seconds
30.00% 12.94% +17.06% 21,332
Call answer
10% of calls answered over
two minutes
10% 8.21% +1.79% 13,290
Total call time 2 minutes 40 seconds
2.40 Mins 1.34 Mins 1.06 Mins
167,531
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 of official close
98% 98%
Nil
Riders
RA Riders to be released within no more than
18 min of official close
98% 98.92% +0.92%
Acceptances PRA Acceptances to be released within no more
than 15 min of official close
98% 99% +0.01%
Scratchings RA Final scratchings to be released within no more than
15 min of official close where no emergencies
98% 98.92% +0.92%
20 min of official close where emergencies
98% 99.25% +1.25%
TRAINERS AND RACING SERVICES
Calls
answered
167,531
Transactions
online
69%
Transactions
by phone
31%
Total SMSs sent by Racing Australia
989,501
Total emails sent by Racing Australia
1,818,576
SMS AND EMAIL COMMUNICATIONS
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