Records Management Key Performance Indicators 2004/2005

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1 Notes: Year = Financial Year Accept Criticism and act on them Staff must be frank and honest in self assessments First 12 months used for benchmarking targets Yellow = further review of measure required Quality Dimension - PERFORMANCE When Ability to provide relevant and accurate information/knowledge both reactively and proactively Lack of processes & Systems Absence of tools (eg informational retrieval mechanisms Presence of documented processes Tick method to assess existence of policies and procedures as prescribed in the Recordkeeping Plan. Annually 100% Manual Check Sheet April Retrieval rate of internal data Records Staff survey. The retrieval rate on internal data is very bad (1), bad (2), acceptable (3), good (4) or very good (5) Randomly attach Survey to file creations. Implement manually then automate with Online survey TBA Growth in number of users TRIM and Record Support Total of users at end of financial year + same or better client as previous year Annually Retain level Manual query in TRIM. + Comparison of previous customer from previous years client survey. Implement manually then seek App Dev & Sigma to develop online program Include in same survey Sheryl Gourdis Department of Housing and Works Page 1 8/8/2005

2 Quality Dimension - RELIABILITY Ability to consistently meet needs, dependability, trustworthiness Lack of knowledge of the business by the information team Lack of training; inappropriate tools Lack of customer focus Level of customer (formally or informally) Records Staff Survey - What is your view on the recordkeeping program s ability to consistently meet needs, its dependability and its trustworthiness - very bad (1), bad (2), acceptable (3), good (4) or very good (5) Randomly attach survey to file creations. Implement manually then automate with Online survey Complaint system (Exception reporting) Monthly No more than 5 substantiat ed complaints Publish on Info Net. Implement manually then automate with Online process Trend in of record creations TRIM and Record Support Comparison of request against previous year Annually Same level of as previous year Manual query in TRIM + comparison from previous years customer. Implement manually then seek App Dev & Sigma to develop online program Trend in number of items to be managed TRIM and Record Support Total records at end of financial year + same or better client as previous year Annually Same level of as previous year Manual query in TRIM + comparison from previous years customer. Implement manually then seek App Dev & Sigma to develop online program Sheryl Gourdis Department of Housing and Works Page 2 8/8/2005

3 Quality Dimension - PROMPTNESS Timeliness of delivery, particularly for short turn around times` Inability to retrieve through absence of processes, systems and tools Poorly trained staff Inability to deliver information due to poor delivery mechanisms Level of customer Establish standard turnaround times for different request types Records management TRIM and Record Support Staff Survey Please rate the timeliness of delivery, particularly for short turn around times - - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 20 per Month 90% - Support Magic Monthly To be developed Randomly attach Survey to file creations. Implement manually then automate with Online survey TRIM reporting and/or interface with file creation form Turn-around time measurement against standards Records Maintenance File creation actioned within set time frame Business days 24 hours from time of creation request TRIM/Sigma Data TRIM reporting (time of creation against time of request) Records Maintenance Urgent file creation actioned within set time frame Business days 2 hours from time of creation of request TRIM reporting (time of creation against time of request) Records Maintenance File creations delivered within set time frame Business days 72 hours from time of creation TRIM reporting (time of creation against time of delivery) Mail Services Incoming mail delivered (sorted) accurately. Monthly No more than 5 substantiat ed complaints Manual complaints form (substantiated complaint). Revert to online process when scanning commenced. Records Maintenance Incoming mail delivered same day Daily By 2.00 pm TRIM reporting (time of delivery) Records Maintenance Interoffice delivery by next day accurately Monthly No more than 5 substantiat ed complaints Complaints form (substantiated complaint) Disposals Delivery of files held in offsite storage within set time frame. Business days 72 hours from time of request Commence with manual recording and revert to online reporting using workflow. Sheryl Gourdis Department of Housing and Works Page 3 8/8/2005

4 Quality Dimension - RESPONSIVENESS Ability to react to specific needs, awareness, willingness, alertness Lack of knowledge of the client s need Poor service ethic among team Inability among team to prioritise or time management Inability to deal with number of requests` Level of customer Requests satisfied per team member (over time) Records Records Staff Survey - What is your view on the recordkeeping program s ability to react to specific needs, awareness, willingness alertness - very bad (1), bad (2), acceptable (3), good (4) or very good (5) Random survey - Were you satisfied with your service today? 20 per month (10 per team) 90% - Randomly attach Survey to file creations. Implement manually then automate with Online survey Randomly issue survey to counter and phone clients. Implement manually then automate with Online survey Investment in staff training Training completed against identified training plans. Annually 80% formal training achieved Manual process via checklist Sheryl Gourdis Department of Housing and Works Page 4 8/8/2005

5 Quality Dimension - CONSIDERATION Behaviour shown in human relationships, tact, recognition, regard, thoughtfulness and empathy Poor communications within the team Lack of training in customer relationship management Poor leadership: values not clearly communicated Level of customer Staff Survey - What is your view on the behaviour shown in human relationships, tack, recognition, regard thoughtfulness and empathy - very bad (1), bad (2), acceptable (3), good (4) or very good (5) Randomly attach Survey to file creations. Implement manually then automate with Online survey Presence of clearly articulated vision Vision agreed and published Annually Published Manual process via checklist Number of complaints No complaints on staff behaviour Monthly No complaints Manual complaint form Investment in staff training Training completed against identified training plans. Annually 80% formal training achieved Manual process via checklist Frequency of team meetings Manager One meeting per fortnight for every team Annually 100% Manual process via checklist Sheryl Gourdis Department of Housing and Works Page 5 8/8/2005

6 Quality Dimension - CONFIDENCE Reputation, assurance, credence, dependability Unreliable systems that cannot be depended upon Lack of trained staff Lack of agreed service levels Lack of critical business resources Customer levels Records Staff survey - How do you rate the reputation, assurance, credence and dependability of the recordkeeping program - very bad (1), bad (2), acceptable (3), good (4) or very good (5) Randomly attach survey to file creations. Implement manually then automate with Online survey Availability of information system TRIM and Record Support Availability from 7:30 am to 5:30pm Monday to Friday Monthly 99% up time Manual exception reporting using KPI Exception Report form. Presence of documented service level agreements Published service agreement Annually 100% Manual Check Sheet Ability to locate all registered corporate records Records Exception reporting Monthly No more than 1% missing Manual exception reporting using KPI Exception Report form. Quality metadata capture in mail registration Records Maintenance Exception reporting Monthly No more than 5 bad entries Manual exception reporting using KPI Exception Report form. Quality metadata capture in record creation TRIM and Record Support Exception reporting Monthly No more than 5 bad entries Manual exception reporting using KPI Exception Report form. Include in same survey Sheryl Gourdis Department of Housing and Works Page 6 8/8/2005

7 Quality Dimension - IMAGE Sum of experiences, beliefs, feelings, knowledge and impressions Lack of total commitment by team to quality service delivery, therefore no united front of professional services No marketing strategy Clearly articulated vision Trend in number of invitations to business meetings Published vision - for client view. Comparison against previous year Annually 100% Manual Check Sheet Review for ability to capture and value Customers knowledge of services and visions Records Staff survey - What is your sum, experience knowledge, feelings and impressions with the recordkeeping program (what is your knowledge of the services provided under the recordkeeping program(- very bad (1), bad (2), acceptable (3), good (4) or very good (5) Randomly attach survey to file creations. Implement manually then automate with Online survey Include in same survey Sheryl Gourdis Department of Housing and Works Page 7 8/8/2005

8 Quality Dimension - COST How much does it cost to run the service? Senior perception of not giving value for money because of inadequacies in reliability, promptness; etc Poor understanding of cost components of service delivery Level of customer Costs per request Records Staff survey What is your views on the cost to run the services- very bad (1), bad (2), acceptable (3), good (4) or very good (5) Service provided within approved (submitted) budget monthly budgets and identified project Annually No over spending Randomly attach survey to file creations. Implement manually then automate with Online survey Manual process via check list Budget variances Budget variances approved Annually Approval granted Manual process via check list Budget Savings Savings at end of year Annually Under budget Manual process - Approved v. actuals Include in same survey Sheryl Gourdis Department of Housing and Works Page 8 8/8/2005

9 Manual Annual Checklist Item Target Yes/No 1. Performance Presence of documented processes. All policies existing and current according to Recordkeeping Plan 2. Responsiveness Investment in staff training. Training completed against identified training plans 3. Consideration Presence of clearly articulated vision. Agreed vision published Investment in staff training. Training completed against identified training plans 100% 80% formal training achieved Published 80% formal training achieved Frequency of team meetings. One meeting per fortnight per team 100% 4. Confidence Presence of documented service level agreements. Published service agreements 100% 5. Image Clearly articulated vision. Vision published for client view 100% 6. Cost Costs per requests. Services provided within approved (submitted) budget Budget variances. Budget variances approved Budget savings. Savings at end of year No overspending Approval granted Under budget Sheryl Gourdis Department of Housing and Works Page 9

10 Survey Item Target Yes/No 1. Performance Retrieval rate on internal data. The retrieval rate on internal data is very bad (1), bad (2), acceptable (3), good (4) or very good (5) 90% good 2. Reliability Level of customer. What is your view on the 90% good recordkeeping program s ability to consistently meet needs, its dependability and its trustworthiness - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 3. Promptness Level of customer. Staff Survey Please rate the 90% good timeliness of delivery, particularly for short turn around times - - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 4. Responsiveness Level of customer. What is your view on the 90% good recordkeeping program s ability to react to specific needs, awareness, willingness alertness - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 5. Consideration Level of customer. Staff Survey - What is your view on 90% good the behaviour shown in human relationships, tack, recognition, regard thoughtfulness and empathy - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 6. Confidence Customer levels. How do you rate the reputation, 90% - good assurance, credence and dependability of the recordkeeping program - very bad (1), bad (2), acceptable (3), good (4) or very good (5) 7. Image Customer s knowledge of services and visions. What is your sum, 90% - good experience knowledge, feelings and impressions with the recordkeeping program (what is your knowledge of the services provided under the recordkeeping program(- very bad (1), bad (2), acceptable (3), good (4) or very good (5) 8. Cost Customer s levels. What is your views on the cost to run 90% - good the services- very bad (1), bad (2), acceptable (3), good (4) or very good (5) Ad hoc 9. Responsiveness Level of customer service Are you satisfied with today s service 90% very good Sheryl Gourdis Department of Housing and Works Page 10

11 Complaints System 1. Promptness Item Target Yes/No Mail Services - Incoming mail delivered (sorted) accurately Records Maintenance - Inter-office delivery by next day accurately. No more than 5 complaints per month No more than 5 complaints per month 2. Reliability Level of customer No more than 5 complaints per month 3. Consideration Number of complaints. No complaints on staff behaviour No complaints Sheryl Gourdis Department of Housing and Works Page 11

12 Manual Exception Reporting 1. Confidence Item Target Yes/No Availability of information system Availability from 7:30 am to 5:30 pm Monday to Friday Ability to locate all registered corporate records. Quality metadata capture in mail registration. Quality metadata capture in record creation 99% up time 1% missing accepted 5 bad entries per month 5 bad entries per month Sheryl Gourdis Department of Housing and Works Page 12

13 System Reporting Item Target Yes/No 1. Performance Growth in number of users Total users at end of financial year + same or better client as previous year 2. Reliability 3. Promptness Trend in record creations Comparison of request against previous year + same or better client as previous year Trend in number of items to be managed. Total records at end of financial year + same or better client as previous year Turnaround times Reported Problems solves within set time frames File creation actioned within set time frame Urgent file creations actioned within set time frame File creations delivered with set time frame Incoming mail delivered same day Delivery of files held in offsite storage within set time frame Retain level Retain level Retain level TBA 24 hours from time of creation request 12 hours from time of creation request 72 hours from time of creation By 2.00 pm 72 hours from time of request Sheryl Gourdis Department of Housing and Works Page 13