2.10 National Savings expects SBS to run the operational service on the basis of 100 per cent performance. In addition, National Savings has specified 42 key performance indicators spread across eight areas of the operational service to measure accuracy, timeliness and quality of service. To monitor SBS's reporting of performance satisfactorily, National Savings has increased the resources it devotes to these tasks and plans a further small increase. The majority of the indicators have been designed to measure customer service and satisfaction. Details of the indicators are shown in Box 3. Accuracy indicators are expressed as, for example, 97% of payments must be 100% accurate and timeliness indicators as 97% of documentation must be despatched within a specified number of working days. Timeliness indicators will become tougher on the target date for the completion of business transformation whether or not SBS has been successful in implementing it. In addition, customer satisfaction indicators will increase by 0.5 per cent a year. National Savings expects key performance indicators to evolve over time. For instance, National Savings and SBS have agreed in principle the introduction of a new key performance indicator for the preparation of product accounts each year.