Support Service Publishes Service Standards and First Performance Figures

The Support Service of the Velocity Interoperability Network today published the service standards it works to and the first figures on its performance against them. Every request is to be acknowledged within two working days; access and connectivity requests are to receive a first substantive reply within five working days; and a request for another office is to be referred within one working day. A complaint about the Service is to be answered within ten working days.

The first performance figures cover the transition period from 10 August to 5 September 2026, during which requests were received under interim arrangements by the help desks of member organisations and by the Service's establishment team. In that period 2,146 requests were received. Of these 1,664 were answered by the Service and 482 were referred to the responsible office. Ninety-six per cent were acknowledged within two working days and 91 per cent of access and connectivity requests received a first substantive reply within five working days.

The Service will report on its performance quarterly. The first quarterly report, covering the period from establishment to 30 September 2026, will be published in October 2026. The standards, the rules by which the times are measured and the full transition-period figures are set out on the Service standards page of this site.