Performance management systems improvement

Public partner performance systems should be designed to monitor consortia outputs against KPIs (the types of KPIs are specified in services and development agreements and service specifications). It is therefore imperative that performance systems capability is reviewed in conjunction with planned modification of KPIs that arise from annual or more frequent periodic review (unless performance data is self-reported by the operator). At a minimum, systems should be capable, or have the capacity to: a) measure outputs and outcomes (lagging indicators) as well as performance drivers (leading indicators) e.g. so data can be used as a basis for public partner decision-makers to enforce penalties and / or abatement for service under-performance, and b) analyse trends e.g. previous monthly and quarterly performance outputs to determine whether performance is / has been consistently improving (or not) over a specified timeframe (such as over a 12 or 18-month period).