Main Stakeholders often phone CTP with questions, concerns, or comments. CTP staff aims to resolve as many calls as possible on first contact. In 2011, CTP established its own internal call center. With the internal call center, CTP will be better able to respond to questions and comments and further direct calls within the Center when necessary. In the next year, CTP will be establishing a target for the percentage of phone calls with first contact resolution. <i>Information is current as of November 30, 2012</i> (1) Phone calls with first contact solution are phone calls answered by FDA staff and response given; this statistic does not include phone calls received during non-business hours. Percent dotted 0 100

FY 2011 Overall: 46%

Oct 2010 20 Nov 2010 34 Dec 2010 13 Jan 2011 33 Feb 2011 54 Mar 2011 44 Apr 2011 54 May 2011 39 Jun 2011 55 Jul 2011 58 Aug 2011 63 Sep 2011 55 0 100

FY 2012 Overall: 65%

Oct 2011 65 Nov 2011 67 Dec 2011 69 Jan 2012 66 Feb 2012 74 Mar 2012 83 Apr 2012 76 May 2012 82 Jun 2012 73 Jul 2012 68 Aug 2012 50 Sep 2012 49 0 100 Target

FY 2013 YTD: 41%

Oct 2012 41 Nov 2012 42 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 Sub Percent of phone calls with first contact resolution in the month (1) (2) Phone calls with first contact solution are phone calls answered by FDA staff and response given; this statistic does not include phone calls received during non-business hours. Number column 0

FY 2011 Total: 780

Oct 2010 17 Nov 2010 17 Dec 2010 16 Jan 2011 44 Feb 2011 87 Mar 2011 82 Apr 2011 51 May 2011 85 Jun 2011 103 Jul 2011 83 Aug 2011 119 Sep 2011 76 0

FY 2012 Total: 1,847

Oct 2011 122 Nov 2011 116 Dec 2011 134 Jan 2012 211 Feb 2012 127 Mar 2012 126 Apr 2012 177 May 2012 103 Jun 2012 125 Jul 2012 230 Aug 2012 162 Sep 2012 214 300 Target

FY 2013 YTD: 182

Oct 2012 112 Nov 2012 70 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 Sub Percent of phone calls with first contact resolution in the month (1) Number column 0 0

FY 2011 Total: 1,708

Oct 2010 83 Nov 2010 50 Dec 2010 126 Jan 2011 134 Feb 2011 161 Mar 2011 186 Apr 2011 95 May 2011 217 Jun 2011 188 Jul 2011 142 Aug 2011 189 Sep 2011 137 0

FY 2012 Total: 2,829

Oct 2011 189 Nov 2011 172 Dec 2011 195 Jan 2012 320 Feb 2012 171 Mar 2012 151 Apr 2012 234 May 2012 126 Jun 2012 172 Jul 2012 337 Aug 2012 321 Sep 2012 441 Target

FY 2013 YTD: 441

Oct 2012 273 Nov 2012 168 Dec 2012 Jan 2013 Feb 2013 Mar 2013 Apr 2013 May 2013 Jun 2013 Jul 2013 Aug 2013 Sep 2013 http://www.fda.gov/AboutFDA/Transparency/track/ucm252849.htm FDA-TRACK CTP Dashboard ਍