Summary of Key Performance Indicators Table 46: Key Performance Indicators of Effectiveness 2010/11 2011/12 2012/13 2013/14 2014/15 2014/15 # Indicator Actual Actual Actual Actual Actual Target 1.1 The number of 6 5 3 4 3 8 events identified as a result of a claim on the General Account 1.2 The proportion of conciliations 96.7% 97.8% 96.8% 96.3% 97.0% completed within 8 weeks The proportion of disputes 84.9% 86.8% 92.3% 89.5% 88.8% 90.0% 1.3 resolved within 6 months Table 47: Key Performance Indicators of Efficiency # Indicator 2010/11 2012/13 2013/14 2014/15 2014/15 Target Actual Actual Actual Actual 1.1 Average cost per $281 $235 $265 $198 $255 $257 employer compliance activity 1.2 Average cost per $2,942 $3,087 $2,871 $3,047 $3,250 $3,309 approved and monitored service provider 1.3 Average cost per client $126 $133 $120 $120 $120 $113 contact to provide information and advice 2.1 Average cost to complete a $2,412 $2,579 $2,268 $1,966 $2,023 conciliation 2.2 Average cost to complete an $13,803 $13,014 $11,153 $10,042 $8,611 arbitration 2.3 Average cost to process a $381 $373 $389 $342 $401 Memorandum of Agreement
Summary of Key Performance Indicators Table 46: Key Performance Indicators of Effectiveness # Indicator 2010/11 Actual 2011/12 Actual 2012/13 Actual 2013/14 Actual 2014/15 Actual 2014/15 Target 1.1 The number of events identified as a result of a claim on the General Account 6 5 3 4 3 8 1.2 The proportion of conciliations completed within 8 weeks 96.7% 97.8% 96.8% 96.3% 97.0% 1.3 The proportion of disputes resolved within 6 months 84.9% 86.8% 92.3% 89.5% 88.8% 90.0% Table 47: Key Performance Indicators of Efficiency # Indicator 2010/11 Actual 2012/13 Actual 2013/14 Actual 2014/15 Actual 2014/15 Target 1.1 Average cost per employer compliance activity $281 $235 $265 $198 $255 $257 1.2 Average cost per approved and monitored service provider $2,942 $3,087 $2,871 $3,047 $3,250 $3,309 1.3 Average cost per client contact to provide information and advice $126 $133 $120 $120 $120 $113 2.1 Average cost to complete a conciliation $2,412 $2,579 $2,268 $1,966 $2,023 2.2 Average cost to complete an arbitration $13,803 $13,014 $11,153 $10,042 $8,611 2.3 Average cost to process a Memorandum of Agreement $381 $373 $389 $342 $401