Racing Australia Annual Report 2017

24 | Racing Australia Annual Report 2017 Phase of service Service standard Service standard Actual annual Variation Number of calls Monthly average Traffic Light Call answer 60% of calls to be answered in less than 60 seconds 60% 83.86% +23.86% 141,869 11,822 Call answer 30% of calls to be answered between 60 and 120 seconds 30% 10.92% +19.08% 18,501 1,542 Call answer 10% of calls answered over two minutes 10% 5.22% +4.78% 8,859 738 Total call time 2 minutes 40 seconds 2.40 mins 1.31 mins 1.09 mins 169,229 14,102 Phase of service Service standard average yearly calculation Target standard Actual annual Variance Traffic Light Nominations RA Nominations to be released within no more than 10 min of official close 98% 99.18% +1.18% Riders RA Riders to be released within no more than 18 min of official close 98% 99.25% +1.25% Acceptances PRA Acceptances to be released within no more than 15 min of official close 98% 99.17% +1.17% Scratchings RA Final scratchings to be released within no more than: 15 min of official close where no emergencies 98% 99.70% +1.70% 20 min of official close where emergencies 98% 99.74% +1.74% 169,229 Calls answered 77% Online 23% Phone TRAINERS & RACING SERVICES CALLS ANSWERED Service Standard Performance Report continued