Mmr Indicator Description
The percentage of letters answered in 14 calendar days or less. Responses should be substantive and adequately address the question/issue raised by the customer. A simple acknowledgement is not considered an adequate response. However, for more complex inquiries that require research and action on the part of the agency, an acknowledgement that includes a description of the next step (either on the agency’s behalf, or the customer’s), as well as an estimated time frame for completion, is considered acceptable and can be reported as part of the 14 day-response. Agencies must track internally the additional time until a customer has a complete and full response.
