Q3 Performance Dashboard
Service Delivery & Modernization Branch
As of December 31, 2025
Application Processing
86.3%
142,387/165,000 target
+9 days processing time (47 days avg)
Client Satisfaction
72%
↓ from 78% (Q2)
Below 80% standard
Budget Expenditure
68.9%
($18.2M/$26.4M)
+12.5% vs benchmark
Unplanned IT costs: $1.3M
Digital Intake Pilot
22 days
Processing time vs 47 days legacy
5.9% volume share
Error rate: 3.1% (vs 7.8% legacy)
Critical Risks Requiring Attention
🔴 High Risk
CRM Migration Delay
6-week slip → April 2026 completion
Original deadline: February 2026
🔴 High Risk
Staff Retention Crisis
6 CS-03/CS-04 departures Q2-Q3
Exit reasons: Workload & career growth
Urgent Attention Required This Week
Staffing Gaps
11 vacancies
4 positions open >120 days
Client Complaints
34% wait times
28% unclear communication
Digital Accessibility
3 WCAG AA failures
Q4 remediation scheduled