1. Operational KPI Framework Update for CoMC
14th February 2018

2. KPI Framework
The approach to develop & agree the new set of KPIs was agreed at CoMC in November, updates provided in December & January
These are in addition to the existing DSC KPIs
Plan is to implement these on 1st April 2018
Agreed that sessions will be held with individual Customer Class (6 in total) to identify their key critical processes/services provided by Xoserve (‘heat maps’ developed by Xoserve were used to propose areas)
Common themes identified by 2 or more customer class
‘Strawman’ KPIs produced which are currently being reviewed by customers

3. KPI Framework Balanced Scorecard [20] New KPIs
108 DSC Contractual KPIs
357 DSC Service Lines
Reported monthly to constituent meetings
& Board
Balanced Scorecard
Reported
monthly
to CoMC

4. KPI Common Themes Issue Resolution / Management
Resolution & response to queries raised within an agreed SLA
Ability to prioritise low volume – high value issues or based on the source
Some contacts raised disappear into a ‘black hole’, no ownership
Change Management
Early engagement with customers regarding requirements
Identifying changes relevant to customer & focus engagement on those changes
Involve & consult customers on solution delivery
Managing change effectively, not costing customers more with delays that have a direct impact on costs
Support customer to be prepared & ready for the changes being implemented

5. KPI Common Themes cont. Customer Relationship Management
Improving & maintaining Xoserves engagement & relationship with its customers
Adding value
Responding to customers needs
Data Quality
Support improvement in the accuracy and completeness of data
Identify & support implementation of process improvements
Data Breaches / Security
To protect customers data held by Xoserve
No Surprises
Notification of an issue affecting customers, systems or processes

6. Next Steps & Issues Next Steps
Follow up meetings to review strawman KPIs & agree final set, per Customer Class
Finalising the new KPIs for all customers
Assign priorities & weighting of KPIs
Agree set of Board KPIs
Issues / Concerns
Is it realistic to get the KPIs agreed by mid/late Feb?
The measure for the same KPI may be different for each Customer Class
Agreeing the right measure
Concluding the data quality theme and the support Xoserve can provide to customers to meet the KPI objective