Key performance indicators
142,387
Processed applications (YTD)
Target: 165,000
Completion: 86.3%
Volume progress
Budget spent
$18.2M
of $26.4M (68.9%)
Avg processing time
47 business days
Q2: 38 days
Drivers: 23 new FTEs in training; +12% complex cases
Client satisfaction
72%
Target: 80%
Top complaints
- Wait times — 34%
- Unclear communication — 28%
- Difficulty reaching agent — 19%
Salary envelope
$14.8M
of $20.8M (71.2%)
Vacancies: 11 (4 >120 days)
Digital intake pilot
Processed via digital intake
8,412
5.9% of total volume
Performance vs legacy
Avg processing time
22 days
Error rate
3.1%
Uptake by age
Clients 55+ uptake: 11%
Accessibility
3 WCAG AA gaps
Channel comparison
Notes: digital channel is faster and lower error rate; accessibility and older-client uptake need attention.
Trends, risks, and root causes
Processing time trend (monthly)
Drivers: new hires in training; complex-case increase; CRM migration disruption
Risk register (high-rated)
| Risk | Impact | Status |
|---|---|---|
| CRM migration timeline slipped | High | 6-week delay |
| Retention of CS-03/CS-04 staff | High | 6 departures |
Exit interviews cite workload and lack of career progression.
This week's attention & recommended actions
Top items needing executive attention
Quick status
Operational exceptions