Customer Service
Goal
FY 2004 Results
compared to (Target)
Results
Target
Use of electronic services: 1.077m hits (1.075 m)
Avg. Wait Time: 4.5 min. (3.2 min)
Avg. Response Time: 1.3 days (2.9 days)
Calls Resolved on First Try: 79% (61%)
Met Quality Standards: 80%
(90%)