BV Indicators for Housing Benefits Name of measure What's good performance? Last year's performance This year's target This year's performance % Variance from target Direction of change Next years target Target in two years Target in three years  BV076a Number of claimants visited Bigger is Better 308.91 340.00 316.99 -6.77 340.00 340.00 340.00  BV076b Number of fraud investigators Bigger is Better 0.15 0.15 0.15 0.00 0.15 0.15 0.15  BV076c Number of fraud investigations Bigger is Better 31.96 37.00 29.87 -19.27 37.00 37.00 37.00  BV076d Number of prosecutions & sanction Bigger is Better 5.39 5.00 4.94 -1.20 5.00 5.00 5.00  BV078a Average time for new claims Smaller is Better 28.70 30.00 34.60 15.33 25.00 25.00 25.00  BV078b Average time for changes Smaller is Better 16.00 10.00 12.20 22.00 10.00 10.00 10.00  BV079a % Benefit calculations correct Bigger is Better 93.80 99.00 97.20 -1.82 99.00 99.00 99.00  BV079bi.05 % HB Recovered: Overpayment Bigger is Better 75.20 80.00 62.14 -22.33 85.00 90.00 90.00  BV079bii.05 % HB Recovered: Outstanding Bigger is Better 39.70 50.00 32.08 -35.84 60.00 70.00 70.00  BV079biii.05 % HB O'Pay: Written Off Plan is Best 0.34 5.00 0.44 -91.20 5.00 5.00 5.00  BV080a Benefit Svc satisfaction: Contact Bigger is Better 83.10 85.00 80.00 -5.88 85.00 85.00 85.00  BV080b Benefit Svc Satisfaction: Office Bigger is Better 84.20 95.00 81.00 -14.74 ? ? 85.00  BV080c Benefit Svc Satisfaction: Tel Svc Bigger is Better 78.00 83.00 81.00 -2.41 ? ? 85.00  BV080d Benefit Svc Satisfaction: Staff Bigger is Better 82.00 94.00 84.00 -10.64 ? ? 85.00  BV080e Benefit Svc Satisfaction: Forms Bigger is Better 66.40 76.00 66.00 -13.16 ? ? 70.00  BV080f Benefit Svc Satisfaction: Speed Bigger is Better 71.50 75.00 72.00 -4.00 ? ? 75.00  BV080g Benefit Svc Satisfaction: Overall Bigger is Better 77.10 85.00 81.00 -4.71 ? ? 85.00