Racing Australia Annual Report 2020

RACING AUSTRALIA ANNUAL REPORT 2020 | 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% 98.03% +0.03% Riders RA Riders to be Released within no more than 18 min official close 98% 99.29% +1.29% Acceptances PRA Acceptances to be Released within no more than 15 min official close 98% 98.58% +0.58% Scratchings RA Final Scratchings to be released within no more than: 15 min official close where no Emergencies 98% 99.41% +1.41% 20 min official close where Emergencies 98% 99.49% +1.49% SERVICE CENTRE & EQUINE GENETICS RESEARCH CENTRE EGRC CALLS ANSWERED & TRANSACTIONS 173,092 Calls Answered 75.80% Online Nominations Transactions 24.20% 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% 72.07% +12.07% 124,491 10,374 Call Answer 30% of calls to be answered between 60 and 120 seconds 30% 13.95% +16.05% 24,302 2,025 Call Answer 10% of calls answered over two minutes 10% 9.08% +0.92% 15,778 1,315 Call Answer 5% of calls abandoned before being answered 5% 4.90% +0.10% 8,521 710 Total Call Time 2 minutes 40 seconds 2.40 mins 1.38 Mins 1.02 Mins 173,092 14,424 13,489 Thoroughbred Parentage Testing Samples 1,115 Thoroughbred DNA Self Comparison Samples 5,310 Other Breeds DNA Profiling Samples 5,893 Other Breeds Diagnostic Samples SERVICE STANDARD PERFORMANCE REPORT