Racing Australia Annual Report 2018

RACING AUSTRALIA ANNUAL REPORT 2018 | 23 Phase of Service Service Standard Average Monthly Calculation Target Standard Actual Annual Variance Traffic Light Nominations RA Nominations to be Released within no more than 10 min official close 98% 99.89% +1.89% Riders RA Riders to be Released within no more than 18 min official close 98% 98.62% +0.62% Acceptances PRA Acceptances to be Released within no more than 15 min official close 98% 99.13% +1.13% Scratchings RA Final Scratchings to be released within no more than: 15 min official close where no Emergencies 98% 99.19% +1.19% 20 min official close where Emergencies 98% 99.32% +1.32% SERVICE CENTRE TOTAL SMS & EMAIL COMMUNICATIONS CALLS ANSWERED & TRANSACTIONS 1,139,693 Total SMS’s Sent by Racing Australia 94,974 Monthly Average SMS’s Sent by Racing Australia 2,336,122 Total Email’s Sent by Racing Australia 194,677 Monthly Average Email’s Sent by Racing Australia 157,767 Calls Answered 78.72% Online Nominations Transactions 21.28% Phone Nominations Transactions CALLS ANSWERED SERVICE 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% 77.76% +17.76% 120,966 10,080 Call Answer 30% of calls to be answered between 60 and 120 seconds 30% 12.32% +17.68% 20,115 1,676 Call Answer 10% of calls answered over two minutes 10% 6.42% +3.58% 11,096 925 Call Answer 5% of calls abandoned before being answered 5% 3.50% +1.50% 5,590 466 Total Call Time 2 minutes 40 seconds 2.40 mins 1.27 Mins 1.13 Mins 157,767 13,147