Key Performance Indicators

Introduction

This section of the Strategy outlines the Key Performance Indicators (KPIs) that have been developed. They will play a key role in monitoring the achievement of our outcomes and strategic objectives over the period 2010– 2012. This diagram shows how the KPIs are inter-linked between service delivery and internal resource development and utilisation.

Service Users

Under this heading we have identified a number of key targets or indicators to help us monitor how efficient and/or effective our services are considered to be through the eyes of our customers or clients. In particular, we have identified the need to ensure greater levels of public awareness and understanding about what the Office of the Ombudsman and the OIC can and cannot do in order to utilise our resources appropriately.

Business

Given the likelihood of resource constraints in the coming years, it is incumbent upon us to ensure we are as efficient and productive as we can be. In order to facilitate appropriate levels of monitoring and support, we have identified a series of targets across the three different levels within both Offices i.e. Office-wide, Section-based, and at Individual levels.

A number of initiatives and activities will drive the delivery of these targets including closer monitoring and management of resource (human and financial) utilisation; a push to increase the number of complaints handled; a reduction in the average turnaround time for complaints; and a placing of greater emphasis on ensuring PMDS is implemented appropriately.

5.4 Public Bodies

Under this heading we have identified the key metrics we need to measure to ensure our engagement and involvement with public bodies generate result in actual improvement in standards of public administration and decisionmaking. We recognise to achieve this we must not only proactively monitor their activity through targeted investigations and studies, but also equally importantly we must support them more to improve their capability to consistently deliver fair and transparent decisions to all of their respective service users.

5.5 Staff

Under this heading we identify the key metrics we need to measure to ensure our staff are properly managed and supported to deliver on the values and strategic objectives of the organisation. To achieve this it is of critical importance to us that we ensure our workplace is one that staff feel motivated and enjoy working in. Given the increasing demands on the Office we recognise the challenges this presents. However, through the identification, supply and continual evaluation of appropriate training and development interventions together with positive leadership and management engagement with staff we are confident this can be achieved