Employer Engagement Target 2010 to 2011
Target: 91%
What is this target?
This target measures how well we deliver our services to employers. Our target for 2010-2011 is to achieve 91% in the delivery of services to employers according to the standards we have set for our business.
How does it work?
This target is measured under four headings:
| Measure | Contribution | How it is measured |
|---|---|---|
| Outcome | 70% | Employers who respond "Yes" in a phone questionnaire to: Was the vacancy filled? (35%) Was the vacancy filled in a timescale that met your needs? (35%) |
| Accessibility | 12% | Availability of the Employer Direct online service (5%) Proportion of calls answered by Employer Direct (7%) |
| Timeliness | 3% | Employer Direct calls answered in 30 seconds |
| Accuracy and professionalism | 15% | A sample of Employer Direct calls and vacancies taken assessed against call quality management standards |
These four elements make up the overall national target of 91%.
Employer Engagement Target data is updated each quarter (April – June, July – September, October – December, January – March).
