This category has been expanded from 'Availability and integrity of performance data', discussed in Chapter 4. It now includes reference to metrics.
Performance data is information used for making informed decisions about operational progress and is linked to the construction of appropriate KPIs. Performance metrics provide the means of measuring performance. If KPIs are poorly designed, the data obtained from evaluating performance against these measures will be of limited or no value. Moreover, performance outputs cannot be effectively managed if data is not accurately or honestly reported, or the metrics are not effectively applied. See Table 6.22 for identified sub-issues and case study examples.
Table 6.22 Sub-issues Arising From Availability and Integrity of Performance Data and Metrics.
Sub-issues | Generic case study findings |
- Availability of performance data and metrics - Integrity of performance data and metrics | - Inaccurate data can potentially give rise to undetected or unreported incidents as well as intentional fraud, all of which could detract from the achievement of VfM outcomes - Service providers use their own performance data as a basis for decision-making. Hence, there is potential that data will contain errors or omissions either through human error or from wrong-doing |