Key Performance Indicators (KPIs)

Key Performance Indicators (KPIs) are measures and targets that help organisations assess and demonstrate how they are carrying out their functions.

Feedback to our office has emphasised how important it is to complainants and service providers that we deal with enquiries and complaints quickly. We are committed to improving the speed with which we deal with concerns brought to us by the public. 
 
KPIs 2012-13
These are our revised KPIs for 2012-13.  They are measured from the date we received or reopened a complaint.
 
KPI 1 measures how quickly we establish whether or not a complaint is suitable for us and whether it has fully completed the complaints process of the organisation complained about. We want to let people know in 10 working days or less. The target is 95%. 

KPI 2 measures how quickly we establish whether we can examine a complaint under the SPSO Act, and where we see an opportunity for an early resolution of the complaint.  Our aim is to let people know our decision in 50 working days or less. The target is 95%.

KPI 3 measures how quickly we make a final decision on complaints that we investigate but do not lay as a full investigation before the Scottish Parliament. Our target is to complete 85% of these cases within six months or less. 

KPI 4 measures how quickly we complete all our investigations. Our target is to complete 95% of all investigations in 12 months or less, including full investigation reports laid before Scottish Parliament.

 
KPIs 2011-12
These are our revised KPIs for 2011-12.  They are measured from the date we received or reopened a complaint.
 
KPI 1 measures how quickly we establish whether or not a complaint is suitable for us and whether it has fully completed the complaints process of the organisation complained about. We want to let people know in 10 working days or less. The target is 95%. 

KPI 2 measures how quickly we establish whether we can examine a complaint under the SPSO Act, and where we see an opportunity for an early resolution of the complaint.  Our aim is to let people know our decision in 50 working days or less. The target is 95%.

KPI 3 measures how quickly we make a final decision on complaints that we investigate but do not lay as a full investigation before the Scottish Parliament. Our target is to complete 85% of these cases within six months or less. 

KPI 4 measures how quickly we complete all our investigations. Our target is to complete 95% of all investigations in 12 months or less, including full investigation reports laid before Scottish Parliament.

KPI 5 measures how quickly organisations implement our recommendations. Our target is that 95% of recommendations are implemented by the target date set.
 
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KPIs 2010-11
We applied the following performance indicators to all cases open, received or reopened from 1 July 2010.  All four KPIs were measured from the date we received or reopened the complaint.

KPI 1 measures how quickly we identify complaints that are not for the SPSO or not for the SPSO yet. We aim to tell complainants within 10 working days or less whether or not their complaint is for our office.  The target is 95%.  

KPI 2 measures how quickly we identify whether a complaint is fit for the SPSO to investigate as outlined in the Act that guides our business, or where we identify an opportunity for an early resolution for the complainant.  Our aim is to inform complainants of this decision within 50 working days or less.  The target is 95%.

KPIs 3 and 4 both measure how quickly we make a final decision on complaints that we investigate.  Our target is to complete 80% of cases within six months or less and 95% of cases within 12 months or less.  Some of these cases will be formally laid before the Scottish Parliament.

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KPIs 2009-10
We revised our KPIs in 2009-10. Until 30 June 2010 they were as follows:  
1.  KPI 1 measured complaints not for the SPSO , or not for the SPSO yet (our target was 90% of cases closed within two weeks)   
2.   KPI 2 measured complaints for the SPSO but not formally reported to Parliament (our target was 80% of cases closed within four months)
 3.  KPI 3 measured formally reported cases to draft report stage, but not including any cases more than nine months old at 1 April 2009 (our target was 90% of cases drafted within 12 months) 
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For information about overall SPSO performance and the impact of our work, see our Performance Updates.
 
 
Page last amended 30 July 2012