Key Performance Indicators (KPIs)

Introduction
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 underscored the importance to complainants and service providers of dealing 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 2009-10
 
We revised our KPIs in 2009-10. Our current KPIs are:  
 
1.  KPI 1 measures complaints not for the SPSO , or not for the SPSO yet (our target is 90% cases closed within two weeks)
 
2.   KPI 2 measures complaints for the SPSO but not formally reported to Parliament (our target is 80% cases closed within four months)
 
3.  KPI 3 measures formally reported cases to draft report stage, but not including any cases more than nine months old at 1 April 2009 (our target is 90% cases drafted within 12 months) 
 
For information about overall SPSO performance and the impact of our work, see our Performance Updates.
 
Updated 6 August 2009