BodyContent Department Description 2019 Annual Data 2020 Annual Data 2021 Annual Data Baseline What we want to achieve 2022 Annual Data Change against what we want to achieve 2022 DOT CLSCustomer satisfaction rated very satisfied or satisfied (%)85.4%68.7%78.2%80% @ Sept 2020Performance on / above target of 85%81.6%-3.4ppCLSCustomer effort (scored 1 to 5)N/A78.00%80.00%80.0%(2020 average)Performance on/above target of 80.0%84.2%4.2ppCLSCalls answered (%)91.0%95.4%95.2%91% (2020 average)Performance on / above target of 95%95.9%0.9ppCLSJob Starts achieved in 2021 (%)87.7%94.4%80.5%80.5% 0f 1,300 annual target (325 per quarter)Performance on / above target 80.5%46.9%-33.6ppCLSSustainability of permanent Job Starts > 6 mths (%)68.7%88.6%82.7%70% targetPerformance on / above target80.7%10.7ppCLSIncome Support new claims set up within SLA (%)80.4%100.0%99.8%95%Performance on / above target of 95%96.2%1.2ppCLSBusiness Licensing – applications turned around within SLA (%)98.0%83.9%90.2%90%Performance on / above target of 95%97.6%2.6ppCLSDelivery of committed savings in 2021 (£)£235kRecurring savings @ £235k pa per 2021-24 Gov Plan targetPerformance on / above targetN/AN/A