REPORT 07

Response times and service targets

Compare first-response times with the recorded service targets and distinguish response from arrival.

Average response h2.3

Response records4,800 / 5,000

Requests meeting SLA target92.0%

Average arrival h4.5

Enlarge chart

How this is calculated: Service-level agreement (SLA) compliance is 4,600 requests meeting target out of 5,000 eligible requests. There are 200 unanswered requests; unanswered overdue requests count as missed targets but are excluded from average response time. Arrival averages exclude missing arrival records and remote cases. Portfolio: 5,000 service tickets, 1,000 assets, 20 engineers, 50 accounts and 5 areas. The 500 set-optimization cases are a separate population and are excluded from service-ticket metrics.

Suggested next steps: Review delayed urgent requests and unanswered requests separately, rather than relying only on the average.

What to keep in mind: First response, arrival, repair and completion are different measures. The sample targets are assumptions and do not establish clinical performance.