Measure what matters, then use it.

Independent review of SLAs, KPIs and performance reporting. We look at whether the right measures exist, whether they reflect real service outcomes, and whether they are actually being used to drive action.

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Are the SLAs and KPIs the right ones for the service, and are they aligned to outcomes that matter?

Whether performance reporting is accurate, timely, and trusted by the people relying on it.

How performance information feeds governance forums, decisions and improvement, rather than sitting on a slide.

Where the current measures hide real problems or reward the wrong behaviour.

This work includes

Review of measures
Reporting quality
Use of performance data
Gaps and blind spots

Need to know if your service measures are telling you the truth?

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