Table 1: Core function performance measures Category Area Measure Measure Target Reporting frequency People Vacancy Establishment posts filled % >90% Monthly management People Vacancy Successful recruitments % 100% Quarterly management People Vacancy Posts covered by locum/agency staff % <5% Monthly management People Vacancy Locum/temp staff employed over 3 month No FTE <3 Monthly management contract People Vacancy Locum/temp staff employed over 12 No FTE 0 Monthly management months People Staff retention Employment number turnover % <10% Quarterly People Staff development Management (T5 and above) posts with % 100% Quarterly succession plan in place People Staff satisfaction Action plan targets met on schedule % >90% Monthly Process Service Delivery Reports delivered by submission deadline % 100% Monthly cleared by G&I on time Process Service Delivery Democratic, professional and technical % 100% Monthly support for formal Member meetings Process Service Delivery Project requests prioritised and % >80% Monthly responded within 10 days Process Service Delivery Project resources demand for rolling 3 Yes/No Yes Monthly months within 80% of capacity Process Service Delivery Chargeable hours delivered against % 100% Monthly profiled target Core Audit Plan delivered to final report % >95% Quarterly stage within year Process Service Delivery Service Audit recommendations % >90% Monthly implemented within the agreed timelines Process Service Delivery Rate of incidents resolved during solution % >90% Monthly times agreed in SLA grouped into categories Process Service Delivery Percentage of incidents resolved at the % >45% Monthly Service Desk during the first call grouped into categories Customer Service take up Clients exceeding budgeted levels of % TBC Quarterly service capacity for legal, print and post services Customer Customer Number of received customer complaints No <2 Quarterly Satisfaction which were accepted as justified Customer Customer IS Customer Satisfaction score % >90% Monthly Satisfaction Finance Capital Expenditure Variance against profiled capital % <5% Quarterly expenditure Finance Operational Value of expenditure on external support £ TBC Monthly Expenditure per month Finance Operational Income realised against profiled budget % >95% Monthly Expenditure Finance Strategic Finance Variance against profiled operational % <5% Quarterly
Table 1: Core function performance measures Category Area Measure Measure Target Reporting frequency People Vacancy management Establishment posts filled % >90% Monthly People Vacancy management Successful recruitments % 100% Quarterly People Vacancy management Posts covered by locum/agency staff % <5% Monthly People Vacancy management Locum/temp staff employed over 3 month contract No FTE <3 Monthly People Vacancy management Locum/temp staff employed over 12 months No FTE 0 Monthly People Staff retention Employment number turnover % <10% Quarterly People Staff development Management (T5 and above) posts with succession plan in place % 100% Quarterly People Staff satisfaction Action plan targets met on schedule % >90% Monthly Process Service Delivery Reports delivered by submission deadline cleared by G&I on time % 100% Monthly Process Service Delivery Democratic, professional and technical support for formal Member meetings % 100% Monthly Process Service Delivery Project requests prioritised and responded within 10 days % >80% Monthly Process Service Delivery Project resources demand for rolling 3 months within 80% of capacity Yes/No Yes Monthly Process Service Delivery Chargeable hours delivered against profiled target % 100% Monthly Core Audit Plan delivered to final report stage within year % >95% Quarterly Process Service Delivery Service Audit recommendations implemented within the agreed timelines % >90% Monthly Process Service Delivery Rate of incidents resolved during solution times agreed in SLA grouped into categories % >90% Monthly Process Service Delivery Percentage of incidents resolved at the Service Desk during the first call grouped into categories % >45% Monthly Customer Service take up Clients exceeding budgeted levels of service capacity for legal, print and post services % TBC Quarterly Customer Customer Satisfaction Number of received customer complaints which were accepted as justified No <2 Quarterly Customer Customer Satisfaction IS Customer Satisfaction score % >90% Monthly Finance Capital Expenditure Variance against profiled capital expenditure % <5% Quarterly Finance Operational Expenditure Value of expenditure on external support per month £ TBC Monthly Finance Operational Expenditure Income realised against profiled budget % >95% Monthly Finance Strategic Finance Variance against profiled operational % <5% Quarterly