KPI reduction to 5 minutes
Dear FOI team
I am making a request for information under the Freedom of Information Act.
I am seeking a soft copy of any documents that explain the assumptions behind the estimate that to reduce the KPI to an average speed of answer of 5 minutes, the agency would need an additional 1000 staff at a cost of over $100 million each and every year provided by the then Department of Human Services in response to the Australian National Audit Office 2015 report Management of Smart Centres’ Centrelink Telephone Services.
Yours faithfully
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